Member Experience Representative I - CBC Federal Credit Union

PRIMARY PURPOSE: To provide members and prospective members with the full range of products and services offered by CBC Federal Credit Union. To create an easy member experience that will result in member loyalty.

LEVEL OF RESPONSIBILITY: MSRI is an entry-level trainee position, receiving guidance and instruction from management and higher level Member Service Representatives. An MSRI performs basic account servicing functions provided at the greeter station, MSR office, and the teller line.

ESSENTIAL DUTIES:

• Practice CBC core values:
  • Make It Right-CBC pledges to do the right thing for our credit union by providing the greatest benefit possible to our members and our community
  • Make It Easy-CBC pledges to provide easy financial solutions, convenient locations, efficient service and simplified processes
  • Make It Personal-CBC pledges to nurture deep, personal relationships with members, based on their individual needs and preferences
• Perform Account Servicing Functions:
  • Process deposits, withdrawals, loan payments, cash advances; sell money orders, corporate and cashier's checks
  • Open and close share accounts, re-order checks, place stop payments, submit items for special processing, cancel and reissue debit cards
  • Assist members with account inquiries such as account balances, transaction history and other various inquiries
  • Review account information for restrictions and funds availability; provide information on account status and account actions
  • Process bank wires and Western Union requests; submit requests for internal transfers
  • Verify and update member records (name, address, telephone numbers, etc.)
  • Provide notary services if commissioned
  • Comply with the Bank Secrecy Act including Customer Identification Program and required reporting
• Educate current and potential member about CBC products and services:
  • Screen membership applications and determine applicant's eligibility
  • Identify the financial needs of each member and recommend products and/or services that will improve the member's financial life
  • Educate and assist members with electronic and on-line services such as the ATM network, on-line account access, web bill pay and transfer options
  • Educate members about IRA products. Process deposits and withdrawals. Forward necessary paperwork to the appropriate department
• Research and analyze problems related to members' accounts:
  • Initiate investigative or corrective procedures including requests to management to grant exceptions and waiving fees within authorized limits
  • Interview and assist members with ATM and fraudulent account activity claims; obtain signed forgery affidavits and supporting documents; contact appropriate credit union department to initiate account investigation and adjustments
  • Remain diligent to fraud and abuse situations and patterns; advise appropriate channels when suspicious activity occurs
  • On behalf CBC Collections department, collect delinquent or over the limit amounts; refer to the internal collections if efforts are unsuccessful
• Perform cash and other negotiable instruments handling:
  • Ensure that cash and negotiable items are secure at all times
  • Reconcile daily cash received and disbursed
  • Assist with cash verification and replenishment for ATMs, TCDs and TCRs
  • Assist with money deliveries
  • Accept and issue checks and other negotiable instruments according to CBC guidelines
  • Follow CBC cash reporting and handling limits
• Assist members with products:
  • Promote CBC lending products and services (loans, credit cards, mortgages, etc.)
  • Refer interested members and potential member to an MSR II or III for Consumer loans and to the Mortgage Department for real estate lending.
• May assist with branch opening and closing procedures.
• May serve as branch vault custodian.
• May be asked to represent CBC FCU at various community events i.e. CBC Shredding day, Seabee Days etc.
• Achieve monthly sales and survey goals.
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the knowledge, skills and ability required of an individual to satisfactorily perform the essential duties of this job.

• Knowledge of or ability to learn credit union's products and services as well as state and federal regulations that are applicable to the duties performed in this position
• Member (customer) service skills to include responding promptly to members needs in a timely, friendly and respectful manner. Follow-through on member commitments. Ability to manage difficult member situations and keep emotions under control.
• Interpersonal skills to include treating members/employees with respect. Focusing on solving conflict (not blaming) and keeping emotions under control.
• Basic computer and 10-key skills. Knowledge of or ability to learn email, basic word processing and Internet
• Reasoning ability to include applying common sense to understand, interpret and carry out instructions furnished in written or oral form. Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to communicate professionally and effectively. Speak clearly and persuasively in positive or negative situations; listens and gets clarification. Responds well to questions.
• Ability to write routine correspondence in a clear and informative manner. Ability to read and interpret documents and procedural manuals.
• Ability to follow instructions and respond to management direction. Must also be able to take responsibility for own actions.
• Ability to add, subtract, multiply an divide and to perform these mathematical operations using units of American money.
• Ability to demonstrate good quality work such as accuracy and thoroughness. Applies feedback to improve performance and monitors own work to ensure quality.
• Ability to meet productivity standards and strives to increase productivity. Works quickly and completes work in a timely manner.
• Ability to work on a consistent basis on scheduled days and at scheduled times.

EDUCATION and/or EXPERIENCE: High school diploma or graduate equivalency diploma (GED). Experience in a customer service position, preferably in a financial institution, which included duties such as cash handling and provided face-to-face customer service.

PHYSICAL REQUIREMENTS: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential duties.

This position is of sedentary physical activity performing non-strenuous daily activities of a clerical nature. To perform the duties of this job, constant sitting and working on a computer is required. Occasionally required to stand and walk. Repetitive use of both hands for keyboarding.

WORK ENVIRONMENT: Work area is well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. The noise level is moderate.

WORK SCHEDULE: Workweek will be approximately 29½ hours or 40 hours with some overtime as needed. Occasional attendance at meetings before or after scheduled hours may be required. Management reserves the right to change any employee's work schedule to meet the operational needs of the Credit Union. Furthermore, management reserves the right to reassign any employee, either temporarily or permanently, to work at another credit union location.

TRAVEL: No travel required.

I have read this job description and attest that I am able to perform the essential duties and physical requirements of this position. I understand that the statements contained in this job description are not intended to establish an employment contract as I am considered an "at-will" employee. I am also aware that this job description is subject to change at the discretion of management.