DESCRIPTION:
The Member Service Representative will report directly to the Director of Operations. Under minimal supervision the MSR is responsible in handling all member service request, and ensure adherence to policies, procedures, and compliance. The MSR must have the ability to travel to other branches for support and coverage as needed.

RESPONSIBILITIES:

• Assist members with teller transactions, account maintenance and inquiries regarding products and services.
• Assist members with opening and closing accounts and addresses and resolves member problems, inquiries, or complaints.
• Maintain accuracy via transactions and information provided in person, during calls and emails.
• Act as a liaison between members and departments providing insight to trends that may be impacting member service.
• Trouble shoot and resolve member and internal inquiries in a timely manner.
• Actively cross-sell products and services to members to achieve or exceed established individual and branch sales goals.
• Respond to online banking requests, emails, and messages.
• Assist other departments and cross train in the back-office Operations functions.
• Perform other duties as assigned.

PERFORMANCE MEASUREMENTS:

• Provide informed, prompt, and accurate service to all members by greeting members immediately.
• Open all accounts, certificates of deposit, and other Credit Union products or service in accordance with regulations, ensuring all related forms and documents are completed and filed/scanned in a timely manner.
• Carry out assigned duties and responsibilities with minimal errors according to established branch and credit union standards/procedures.
• Actively cross-sell products and services to members to achieve or exceed established individual and branch sales goals.
• Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties.
• Ensure compliance with all applicable Credit Union policies, procedures, and regulations.
• Maintain a professional work environment and business-like appearance according to credit union policy.

REQUIREMENTS:

• One to three years minimum experience in Customer Service
• Banking or Credit Union experience preferred
• Employee must be professional, dependable, and flexible
• Excellent Communication Skills
• Excellent Organizational Skills
• Enthusiastic towards job functions and duties
• Capable of working independently with little or no supervision
• Self-Motivator and ability to formulate solutions
• Windows, Word, Excel, and Internet proficiency
• Ability to prioritize tasks
• Ability to travel to other branches for support

To apply, please send your resume and cover letter to sbcu@southbaycu.com