MEMBER SERVICES REPRESENTATIVE II (Rockledge)

Position Summary

The Member Services Representative II (MSR II) is responsible for providing exceptional service to members and assisting them with various types of transactions, examining checks, referring credit union products and services, and balancing their cash drawer each day. MSR IIs interact with members face-to-face in a fast-paced environment and are responsible for meeting their initial requests. The MSR IIs must be proactive in referring Launch Credit Union products/services to every member to enhance their financial wellbeing. The incumbent also assists members with opening consumer depository (savings, checking, IRAs, etc.) and business accounts, issuing debit cards and replacement credit cards, wire transfers, disputes, and fraud, etc. MSR Ils are also responsible for following all safety and compliance procedures to protect the assets of Launch Credit Union and its members, communicating effectively, and promptly resolving member concerns.

Primary Responsibilities and Duties

1. Processes a variety of transactions (i.e., deposits, withdrawals, transfers, loan payments, check cashing, buys, and sells cash, etc.).
2. Examines checks for validity and processes them through the check scanning system. Determines and places applicable holds on checks in accordance with Reg. CC. Reviews alerts placed on member records and responds accordingly.
3. Balances cash drawer and checks daily. Accurately accounts for all cash and monetary instruments. Follows and completes all cash handling and balancing procedures.
4. Verifies the member's identity and communicates with members according to service standards.
5. Identifies member needs and recommends appropriate products/services using credit reports and member information. Refers them to appropriate branch representatives and/or business partner if applicable.
6. Meets production goals.
7. Resolves member issues promptly and professionally.
8. Maintains the highest level of confidentiality with all information obtained.
9. Monitors the member-tracking system and assists members in a timely manner.
10. Contacts Member Solutions regarding member payments when applicable.
11. Follows and ensures compliance with all operational procedures that are required to maintainaccuracy, manage risk, prevent fraud, and protect members.
12. Issues replacement debit and credit cards.
13. Completes the branch End of Day sheet with checks, cash, and TCR totals.
14. Assists members with various services, including opening and closing consumer depository (savings, checking, IRAs, etc.) and business accounts, updates to existing accounts, safe deposit boxes, disputes/fraud, stop payment orders, wire transfers, etc.
15. Ensures members meet credit union membership eligibility requirements.
16. Assists members with credit union Digital Services products and services including troubleshooting issues.
17. Ensures documents are completed accurately and saved to Launch Credit Union's document retention system.
18. Places outbound calls and follows-up on services provided, recommendations, new product launches, and improve/deepen relationships with members
19. Follows and ensures compliance with all operational procedures that are required to maintain accuracy, manage risk, prevent fraud, and protect members.

Other Responsibilities and Duties

1. Assists other MSR I and IIs as needed.
2. Sorts the daily work for the branch.
3. Checks email for updates.
4. Processes and balances the ATM and posts night drop transactions.
5. May assist with preparing cash/coin shipments for pick up from the cash courier service.
6. May assist members with their Safe Deposit Boxes.
7. Follows all Launch Credit Union policies and procedures.
8. Completes compliance training assignments in a timely manner.
9. Attends meetings and training sessions as required.
10. Performs other duties as assigned.

Education, Experience, and Skills Required

1. A minimum of two years of similar or related experience.
2. A minimum of one year of experience in identifying member/customer needs and offering technical and sophisticated products in a production driven environment subject to individual performance, referral and or production goal.
3. A high school diploma or GED.
4. Ability and willingness to identify member needs and make appropriate product/service recommendations to meet those needs.
5. Strong interpersonal skills, including displaying courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
6. Very strong written and verbal communication skills.
7. Demonstrated ability to build rapport and establish trust and confidence with members/customers.
8. Strong mathematical skills and accurate cash handling skills.
9. Must be proficient in the use of computers with a demonstrated ability to quickly learn software applications, multiple programs, and systems.
10. Must be knowledgeable or have a demonstrated ability to quickly learn the credit union products, services, policies, and procedures, including digital services.
11. Demonstrated ability to learn and understand how to read a credit report.
12. Must be knowledgeable or have a demonstrated ability to quickly learn and understand the applicable regulations (i.e., Reg D, CC, BSA, TISA, etc.).
13. Detail oriented, organized, ability to work under pressure in a fast-paced environment, and able to adapt to change using good judgment, decision making and problem-solving skills.