Member Service Representative I

Date posted:

Department:

Location:

Washington DC

Description:

POSITION PURPOSE
Under general supervision, utilizes the Con2ect Member Experience Model to provide superior service to UNFCU membership promptly and courteously within established guidelines, most often facilitated through building effective relationships and diligent problem solving.

DISTINGUISHING CHARACTERISTICS
An incumbent in this position performs a variety of duties pertaining to the resolution of member inquiries, dissemination of information, and coordinating overall facilitation of member satisfaction through interactions with other branch staff.

An MSR I is distinguished from an MSR II by limitations in authorization to perform certain member related account transactions, i.e. opening member accounts, and the ability to provide guidance in money management using UNFCU products and services.

Accountabilities:

The duties listed are intended as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment.

Utilize the Con2ect Member Experience Model to provide a memorable member experience at each and every touch point.

Utilize the Con2ect Member Experience Model to deepen connections with members to better understand their needs by asking effective questions and building relationships.

Utilize the Con2ect Member Experience Model to become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.

Meet, greet, and direct members; coordinate and arrange appointments with other branch staff.

Respond to routine account inquiries and assist members in the completion of all forms and applications.

Process routine transactions and requests in accordance with compliance regulations, i.e. stop payments, address changes, balance letters, checkbook and photocopy orders, initiation of wires, enrollment in eStatements and Audio Response and PIN changes; update daily consumer loan and mortgage rates accordingly on branch display boards.

Post and deliver outgoing US mail and and prepare checkbooks for pouch delivery; receive deliveries to branch.

Scan all documents generated by member service activities.

Respond to telephone calls directed to the reception desk.

Maintain confidentiality of all member account information.

Facilitate the update and removal of marketing materials such as posters, brochures and pamphlets as needed to ensure branch is in compliance.

Ensure marketing materials are in ample supply to accommodate branch needs.


OTHER DUTIES
Participate in Credit Union training programs.

Perform any other functions as requested by Supervisor/Management.

Qualifications:

An incumbent in this position must possess a working knowledge of best service practices to meet the needs of members. This position requires proficiency in operating a PC and excellent oral and written communication and organizational skills. Banking product knowledge and adherence to banking guidelines is essential in this role.

A typical way of obtaining the knowledge, skills and abilities required for this position is graduation from High School and one to two years of banking experience in a customer service role.