Member Services Representative

Department: Retail Branches

Reports to: Branch Supervisor

FLSA: Non-exempt

Job Grade: 8

Are you passionate about providing exceptional service and helping others? Do you thrive in a dynamic and collaborative environment? If so, we have the perfect opportunity for you!

Job Purpose: As a Member Services Representative at UKFCU, you'll be the friendly face that assists our members with their financial transactions and guides them towards the best products and services to meet their needs. Your role is crucial in ensuring our members have a positive and seamless experience.

Key Responsibilities:

• Member Account Services: Provide courteous and professional account services, including processing deposits, withdrawals, check cashing, and loan payments. You'll also handle night deposits, sell and log cashier's checks, and answer member inquiries both in person and over the phone.
• Cash Management: Reconcile your cash drawer by proving cash transactions, counting and packaging currency and coins, and maintaining supplies. You'll also turn in excess cash and mutilated currency to your supervisor.
• Special Duties: Close accounts, take orders for checks, produce account histories, and prepare currency transaction reports. You'll gather information and attract potential members by interviewing them and assessing their needs.
• Decision Making: Communicate with the credit operations department to expedite member requests and deliver decisions regarding approvals, denials, or counter offers. You'll explain terms and conditions, document notes, and explore other options for members.
• Sales Development: Participate in sales activities, stay informed about current trends in consumer credit, and maintain necessary licensure for selling specific products and services.

General Member Contact:

• Account Maintenance: Update member information as needed and cross-sell credit union services by actively informing members of new services and promotions.
• Problem Resolution: Address member and employee complaints by determining the cause, selecting the best solution, and following up to ensure resolution.

General Staff Responsibilities:

• Confidentiality: Maintain member and employee confidence by keeping information confidential.
• Compliance: Adhere to UKFCU policies, procedures, and legal requirements.
• Professional Development: Stay updated on industry trends, attend staff meetings, and participate in professional development opportunities.
• Team Contribution: Work collaboratively to achieve corporate and individual goals.

Minimum Requirements:

• 3-5 years of similar or related experience.
• High school diploma or equivalent.
• Proficiency with a ten-key calculator, general PC, and computer keyboarding.
• Strong communication skills and a friendly demeanor.
• Ability to perform basic math operations and apply them to practical solutions.
• Problem-solving skills and the ability to work independently.

Physical Demands:

• Regularly required to sit, stand, use hands, reach, talk, and hear.
• Frequently required to walk and stand.
• Occasionally required to stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• Indoor, climate-controlled office setting with moderate noise levels.

Mental Demands:

• Occasionally need to be persuasive and use good judgment.
• Continuously use auditory perception, memory, and reasoning ability.