Member Service Representative SR
APCU
- Atlanta, GA
- $19.43-22.00 per hour
- Permanent
- Full-time
- 99% of the cost of employee healthcare covered by the company
- 100% of the cost of dental and vision covered by the company
- 401K match offered
- Culture focused on employee engagement & giving back
- Mission dedicated to serving the credit union members (our customers)
- I promise to be mindful of your time with fast, efficient, courteous, and friendly service.
- I promise to demonstrate integrity in all my interactions.
- I promise to always treat you with dignity and respect.
- I promise to work with fellow employees throughout the credit union to ensure you receive the best possible products, service, and solutions.
- I promise to safeguard the security and confidential nature of your financial information.
- I promise to greet you with a smile and thank you for your business when your transaction is completed.
- I promise to deliver on our mission to help you achieve financial success by providing exceptional products and service.
- Provides service to members in a variety of settings including periodically being assigned to work at various APCU/CPCU locations due to long term absences, business needs, projects, or business continuity needs.
- May serve as a team lead; May be called upon to provide mentoring and training for the development of lower leveled MSR’s.
- Processes a variety of member transactions including, but not limited to, visa payments, transfers, loan payments, deposits, U.S. Savings bond transactions, cash advances, etc.
- May occasionally be required to complete transactions on a teller line or process pending online memberships or share applications submitted through the credit unions digital channels.
- Completes a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns.
- Facilitates the ability for the member to speak with internal business partners for resolution of inquiries and concerns that can’t be resolved by yourself.
- Completes member relationship-building assignments, such as follow up calls, pre-determined member contact intervals, incentive announcements, and acknowledgement of important dates (birthdays, anniversaries, etc.).
- Completes the opening of new member accounts and assist existing members with changes and updates on their accounts; Sets up share/loan allocations for accounts.
- Engages in needs-based dialogue with members to fully understand the member’s financial needs.
- Recommends and positions credit union products and services that meet the member’s needs.
- Based on member needs, makes referrals to internal partners for product delivery.
- Is mindful of cross-sell and member growth goals and recognizes and acts upon opportunities to explore the expansion of the financial services relationship with members and member’s family.
- Maintains up to date knowledge of all retail and account opening procedures; Follows all practices that have been put in place to mitigate fraudulent activity and unnecessary risks.
- Maintains up to date product knowledge; has a full understanding of the features and benefits of the products and services offered by the credit union.
- Utilizes product knowledge, customer service skills, and consultative sales skills to overcome member skepticism or member objections when a recommended product or service is genuinely in the best interest of the member.
- May be assigned to reactivate inactive or dormant accounts, engage in outbound audio or video calls to welcome new members to the credit union and engage in needs-based dialogue to suggest products or services based on the member’s goals or segmentation.
- As needed or required, maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer.
- Complies with all aspects of BSA/AML and OFAC regulations as they relate to this position.
- Depending on their assignment and business needs, travel to other branches or operations departments may be required.
- Other duties as assigned.
- An Associate’s degree in Business, Business Administration, or related field of study; 2 years relative work experience or 2 years college course equivalent in lieu of degree
- 4 years of relative work experience in banking, financial services, insurance, or credit unions
- 10-Key calculator, typing and keying skills, and working knowledge of Microsoft Office software
- A Bachelor’s degree in Business Management, Business Administration, or related field of study
- 2 years specific member facing work experience within a Credit Union
- Prior experience completing transactions in Symitar, and Meridian Link