Member Service Representative
El Cajon, CA El Cajon, CA Full-time Full-time $15 - $20 an hour $15 - $20 an hour Position Title:
Member Service Representative (MSR) I, II, III Department:
Operations Reports to:
Assistant Branch Manager Classification:
Non-Exempt
Summary:
Under general supervision of the Assistant Branch Manager, provides information to new and existing members in regard to the various credit union products and services.
Responds to member requests for information in person, on the telephone, by mail and/or electronic media and completes the necessary transactions.
Assists and advises members in the opening of share accounts, checking and share certificates.
Completes all data entry required to perform teller transactions and account file maintenance.
Abides by all branch security policies and procedures to ensure the safe keeping of credit union assets and personnel.
Follows and abides by all policies and procedures for BSA/AML/OFAC compliance.
Duties and Responsibilities - Level I:
Represent the credit union to members in a courteous and professional manner and provide prompt, efficient and accurate service in the processing of transactions; Provide in-person and by-telephone general and specific service-related information concerning credit union products and services; Open new accounts and provide members with all necessary information for membership.
Follows all processes required by credit union policy and procedures (i.
e.
:
US Patriot Act, OFAC, etc.
); Performs standard member transactions such as deposits, transfers, loan payments, check withdrawals, cash card issuance, VISA payments and cash advances, stop payments, verification of deposits, address changes, etc.
Has a good understanding of negotiable instruments and the Expedited Funds Availability Act (Reg.
CC); Balances teller drawer daily, cash, checks received, and cashier's checks to teller totals and balances Entertainment ticket inventory.
Images checks for deposit.
Reviews Mobile deposits for negotiability and acceptance; Opens new memberships and checking accounts including cross-selling of checking features and benefits, including direct deposit, Home Banking, Bill Pay and Mobile Banking.
Assist members in establishing payroll deductions and direct deposits; Refers members to third-party approved providers, such as auto buying services, 1stmortgage loans, financial planning; etc.
; Participates in ECSFCU advocacy program by attending a minimum of two volunteer activities within the Credit Union's field of membership; Promptly responds to members' requests, problems, and complaints through various member service channels, researches solutions, and provides assistance to other member service staff; Abides by the service standards established by the credit union; Abides by all policies and procedures for BSA/AML/OFAC compliance; Performs other tasks and duties as assigned; Member Service Representative - continued Duties and Responsibilities - Level II:
Demonstrated proficiency of Level I and achievement of a minimum overall member service rating of 94.
5; Research accounts for deposit, withdrawal, and loan-payment discrepancies.
Trouble-shoots member issues and refers to appropriate department when necessary; Exhibits a high level of knowledge of all credit union savings products and other related services.
Demonstrated ability to explain features and benefits to members and potential members; Represents and promote the credit union within the field of membership by participating in various business development and marketing outreach programs; Assists members with debit inquires, credit card inquires, and the filing of disputes and fraud claims; Provide basic information in IRA's (Individual Retirement Accounts) and processes deposits to those accounts; Performs back-up duties for District Relationship (Vault) and La Mesa Branch coverage when needed; Responsible for cross-selling credit union products and services while maintain a daily log that is turned into the New Account Representative; Duties and Responsibilities - Level III:
Demonstrated proficiency of Level I and II; Handles all aspects of Individual Retirement Accounts, including opening Traditional and Roth IRA's, Rollover Accounts, and establishing periodic distributions; Assist members with Account Administration to include decedent accounts, trust accounts, Power of Attorney's and Account Levy's and Garnishments; Maintains Credit Union Entertainment Ticket Inventory, to include ordering and return of expired tickets; Assists the loan department with processing new loan applications; Assists Assistant Branch Manager with training of new employees on all phases of the MSR's responsibilities and cross-training existing staff in new duties; Assist with creating policies and procedures for the department; Attends Business Development functions, such as new teacher orientations, classroom participations / presentations, on-site visits, etc.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
Basic duties of this position include sitting, standing, communicating and listening.
On a daily basis, this position requires computer keyboard data entry and operating a standard telephone.
Lifting up to 30 pounds may occasionally be required of this position.
Employees must be experienced with basic office equipment and machinery.
Work Environment:
The office environment characteristics described here are representative of those an employee encounters while performing the duties and responsibilities of this position.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of their duties and responsibilities.
While performing the duties of this position, the employee occasionally works near moving mechanical parts.
The noise level in the work environment is usually moderate with the normal sounds of computer equipment and printers.
Job Type:
Full-time Pay:
$15.
00 - $20.
00 per hour
Benefits:
401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Paid time off Retirement plan Vision insurance Experience level:
2 years Physical setting:
Office Schedule:
8 hour shift Monday to Friday COVID-19 considerations:
At this time masks are optional
Experience:
Banking:
2 years (Preferred) Customer service:
3 years (Required) Cash handling:
2 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Member Service Representative (MSR) I, II, III Department:
Operations Reports to:
Assistant Branch Manager Classification:
Non-Exempt
Summary:
Under general supervision of the Assistant Branch Manager, provides information to new and existing members in regard to the various credit union products and services.
Responds to member requests for information in person, on the telephone, by mail and/or electronic media and completes the necessary transactions.
Assists and advises members in the opening of share accounts, checking and share certificates.
Completes all data entry required to perform teller transactions and account file maintenance.
Abides by all branch security policies and procedures to ensure the safe keeping of credit union assets and personnel.
Follows and abides by all policies and procedures for BSA/AML/OFAC compliance.
Duties and Responsibilities - Level I:
Represent the credit union to members in a courteous and professional manner and provide prompt, efficient and accurate service in the processing of transactions; Provide in-person and by-telephone general and specific service-related information concerning credit union products and services; Open new accounts and provide members with all necessary information for membership.
Follows all processes required by credit union policy and procedures (i.
e.
:
US Patriot Act, OFAC, etc.
); Performs standard member transactions such as deposits, transfers, loan payments, check withdrawals, cash card issuance, VISA payments and cash advances, stop payments, verification of deposits, address changes, etc.
Has a good understanding of negotiable instruments and the Expedited Funds Availability Act (Reg.
CC); Balances teller drawer daily, cash, checks received, and cashier's checks to teller totals and balances Entertainment ticket inventory.
Images checks for deposit.
Reviews Mobile deposits for negotiability and acceptance; Opens new memberships and checking accounts including cross-selling of checking features and benefits, including direct deposit, Home Banking, Bill Pay and Mobile Banking.
Assist members in establishing payroll deductions and direct deposits; Refers members to third-party approved providers, such as auto buying services, 1stmortgage loans, financial planning; etc.
; Participates in ECSFCU advocacy program by attending a minimum of two volunteer activities within the Credit Union's field of membership; Promptly responds to members' requests, problems, and complaints through various member service channels, researches solutions, and provides assistance to other member service staff; Abides by the service standards established by the credit union; Abides by all policies and procedures for BSA/AML/OFAC compliance; Performs other tasks and duties as assigned; Member Service Representative - continued Duties and Responsibilities - Level II:
Demonstrated proficiency of Level I and achievement of a minimum overall member service rating of 94.
5; Research accounts for deposit, withdrawal, and loan-payment discrepancies.
Trouble-shoots member issues and refers to appropriate department when necessary; Exhibits a high level of knowledge of all credit union savings products and other related services.
Demonstrated ability to explain features and benefits to members and potential members; Represents and promote the credit union within the field of membership by participating in various business development and marketing outreach programs; Assists members with debit inquires, credit card inquires, and the filing of disputes and fraud claims; Provide basic information in IRA's (Individual Retirement Accounts) and processes deposits to those accounts; Performs back-up duties for District Relationship (Vault) and La Mesa Branch coverage when needed; Responsible for cross-selling credit union products and services while maintain a daily log that is turned into the New Account Representative; Duties and Responsibilities - Level III:
Demonstrated proficiency of Level I and II; Handles all aspects of Individual Retirement Accounts, including opening Traditional and Roth IRA's, Rollover Accounts, and establishing periodic distributions; Assist members with Account Administration to include decedent accounts, trust accounts, Power of Attorney's and Account Levy's and Garnishments; Maintains Credit Union Entertainment Ticket Inventory, to include ordering and return of expired tickets; Assists the loan department with processing new loan applications; Assists Assistant Branch Manager with training of new employees on all phases of the MSR's responsibilities and cross-training existing staff in new duties; Assist with creating policies and procedures for the department; Attends Business Development functions, such as new teacher orientations, classroom participations / presentations, on-site visits, etc.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
Basic duties of this position include sitting, standing, communicating and listening.
On a daily basis, this position requires computer keyboard data entry and operating a standard telephone.
Lifting up to 30 pounds may occasionally be required of this position.
Employees must be experienced with basic office equipment and machinery.
Work Environment:
The office environment characteristics described here are representative of those an employee encounters while performing the duties and responsibilities of this position.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of their duties and responsibilities.
While performing the duties of this position, the employee occasionally works near moving mechanical parts.
The noise level in the work environment is usually moderate with the normal sounds of computer equipment and printers.
Job Type:
Full-time Pay:
$15.
00 - $20.
00 per hour
Benefits:
401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Paid time off Retirement plan Vision insurance Experience level:
2 years Physical setting:
Office Schedule:
8 hour shift Monday to Friday COVID-19 considerations:
At this time masks are optional
Experience:
Banking:
2 years (Preferred) Customer service:
3 years (Required) Cash handling:
2 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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