MEMBER SERVICE REPRESENTATIVE

 

JOB SUMMARY:

 

Under general supervision, provides a variety of service functions directly to the members to include accurately processing deposits, transfers, withdrawals, loan payments, certified drafts, money orders, etc.  Assists members in setting up new accounts and in making changes to existing accounts.  Operates computer terminal to obtain information regarding member’s accounts.  Responsible for balancing each day’s transactions and verifying cash totals.   Follows security procedures to ensure the credit union’s assets are protected.  Proactively markets the credit union’s products and services in order to improve the financial well being of our members.

 

ESSENTIAL JOB FUNCTIONS:

1. Accurate and timely balancing of cash and daily transactions.
2. Professional, efficient and courteous service to members in person or by phone.
3. Have the ability to cross-sell and refer various products and services to our members.
4. Receive members, in person or by phone, determine nature of business, handle request(s), or refer to appropriate department.
5. Provide routine information, in person or by phone, concerning credit union services or policy.
6. Process member transactions accurately and in a timely manner.
7. Accurately process and disburse cash or check withdrawals in person, by phone or by mail.
8. Receive, and process loan payments in person or by mail; post to proper accounts.
9. Prepare and disburse money orders, official checks and certified checks. Maintain inventory, daily settlement and monthly audit.
10. Prepare cash and coin for cash delivery.
11. Prepare new accounts, change of addresses, and minor maintenance to existing member’s accounts and close accounts.
12. Process Visa credit card payments and Visa cash advances by mail or phone.
13. Prepare stop payments.
14. Have a thorough knowledge and understanding of the credit union’s products and services.
15. Process and settle the ATM machine. Keep customer area of ATM clean.
16. Process transactions and settle the Shared Service Center.
17. Order checks through the credit union’s check printer vendor.
18. Balance to the terminal teller closing report and account for assigned cash and transactions on a daily basis.
19. Audit teller drawer quarterly and vault monthly.
20. File currency transaction reports and suspicious activity reports as needed.
21. Performs in a professional manner setting the highest possible standard for the Credit Union.
22. Maintain Credit Union procedures/policies and member confidentiality.

 

NON-ESSENTIAL JOB FUNCTIONS:

1. Attend meetings and training sessions as required.
2. Perform other duties and responsibilities as required or assigned.

 

QUALIFICATION REQUIRED:

High School diploma or equivalent.  Working knowledge of computer software programs. Pleasant personality and ability to cross sell credit union products and services.

 

QUALIFICATIONS PREFERRED:

Previous experience as a teller. Up to one year cash handling experience and customer service experience.

 

KNOWLEDGE, SKILLS AND ABILITIES:

–           Ability to read and write.

–           Ability to count and work with numbers and details effectively.

–           Ability to effectively and efficiently communicate orally, in writing, and by phone.

–           Ability to effectively work with members (friendliness, tact and diplomacy).

–           Ability to work effectively with people.

–           Ability to learn, apply and communicate knowledge of teller department policies and procedures.

–           Ability to learn, apply knowledge and communicate credit union products and services.

–           Ability to discern currency and coin.

–           Ability to input and retrieve data from computer.

–           Ability to use a calculator.

–           Ability to use and learn office machines (i.e., copier, fax, terminals).

–           Ability to multi-task and prioritize work flow

 

WORK ENVIRONMENT:

Job requires little physical effort and is basically a desk assignment.  Work creates moderate to heavy stress during certain periods.  Job does not have specific volume and pace of work standards except that the job includes specific deadlines.  Job requires extensive contact with managers, employees, and members on a continual basis.  This work requires the following physical activities: sitting, standing, walking, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity. The work is performed primarily indoors.

 

Submit resume along with salary requirements to:

 

Human Resources

AmeriChoice Federal Credit Union

2175 Bumble Bee Hollow Road

Mechanicsburg, PA  17055

 

humanresources@americhoice.org

 

FAX:  717-697-3713

 

 

EOE

 

Head Teller/Member Service Assistant Manager

 

JOB SUMMARY:

Under general supervision, provides a variety of service functions directly to the members that include greeting members promptly and enthusiastically, accurately and efficiently handling a variety of teller transactions and clearly explaining the features and benefits of the credit union’s products and services. Responsibilities include ensuring branch telephone calls are answered by the third ring and all members are greeted immediately upon entering the branch. Assists Financial Service Representative with opening new member accounts and updates current account contact information with accuracy and efficiency. Responsible for all daily branch operations and ensuring highest level of branch security is followed by enforcing policy and procedures for cash handling, opening and closing of the office and access to the vault/teller line.

 

ESSENTIAL JOB FUNCTIONS:

1. Possess a thorough knowledge and understanding of the credit union’s products and services as well as the credit union’s policies and procedures.
2. Ensures highest level of branch security is followed by enforcing policy and procedures for cash handling, opening and closing of the office and access to the vault/teller line.
3. Maintains current knowledge of the credit union’s products and services in order to proactively promote and cross sell items to members. Assists members with setting up and using the products or services.
4. Accurately process deposits, transfers, withdrawals, loan payments and sell negotiable instruments.
5. Accurate balancing of cash and daily transactions for assigned cash drawer, the branch balancing totals, cash vaults and automated teller machines.
6. Conducts daily vault balancing and complete proper documentation of all cash transfers, cash orders and cash shipments.
7. Conducts monthly operations audits, including surprise cash audits, accurately and in a timely manner. Keeps accurate inventory records, and audits all inventory items monthly.
8. Prepare new accounts, close accounts, and complete change of addresses professionally and accurately per member’s request.
9. Responsible to receive, verify and document member wire requests, HELOC advances and the filing of required records.
10. Creates branch operating schedule for adequate staff coverage.
11. Completes maintenance to existing member’s accounts as well as process Visa credit card payments, issue Visa gift cards, complete member check orders and prepare stop payments.
12. Research and resolves member complaints professionally and while following procedures. Documents complaints and keeps supervisor informed as necessary. Ensure member requests and questions are promptly resolved.
13. Reviews, documents and processes daily mail items and daily night drop items received under dual control. Ensures these are processed daily, accurately and efficiently.
14. Conducts regular weekly meetings with branch employees to inform and train. Discusses improvement and any changes in procedures. Stays current on new operational procedures.
15. Continually seeks ways to improve branch sales, operations and productivity to meet established branch goals.
16. Ensures all branch personnel are trained to perform various branch duties as necessary. Documents any issues and keeps supervisor informed as necessary.
17. Continually monitors all Member Service Representatives member interaction for professionalism, efficiency and that policies and procedures are being followed.
18. Responsible to understand, monitor and report activity associated with department business objectives to assist the Credit Union’s compliance with the Bank Secrecy Act.
19. Performs in a professional manner setting the highest possible standard for the Credit Union while following “The AmeriChoice Way Standards of Service”.

 

NON-ESSENTIAL JOB FUNCTIONS:

1. Attend meetings and training sessions as required.
2. Perform other duties and responsibilities as required or assigned.

 

QUALIFICATIONS REQUIRED:

High School diploma or equivalent.  Three to four years experience in teller service in a credit union or other financial institution. Supervisory experience. Working knowledge of computer software.  Ability to cross sell and develop relationships with members.

 

KNOWLEDGE, SKILLS AND ABILITIES

–           Ability to read and write.

–           Ability to count and work with numbers and details effectively.

–           Ability to work effectively with people at all levels, orally, in writing, or by phone.

–           Ability to effectively and efficiently communicate orally, in writing, and by phone.

–           Ability to deal with members effectively (friendliness, tact and diplomacy).

–           Ability to learn, apply, and communicate knowledge of policies and procedures of teller department.

–           Ability to learn, apply, and communicate knowledge of deposit products, transaction products, ATMs, payroll.

–           Ability to accurately input and retrieve data from computer.

–           Ability to use a calculator.

–           Ability to discern cash and coin.

–           Ability to use and learn office machines (i.e., copier, fax, terminals).

 

WORK ENVIRONMENT:

Job requires little physical effort and is basically a desk assignment.  Work creates moderate to heavy stress during certain periods.  Job does not have specific volume and pace of work standards except that the job includes specific deadlines.  Job requires extensive contact with managers, employees, and members on a continual basis.  This work requires the following physical activities: sitting, standing, walking, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity. The work is performed primarily indoors.

 

Great benefits, including medical, dental, vision, and 401K.

 

Submit resume along with salary requirements to:

 

Human Resources

AmeriChoice Federal Credit Union

2175 Bumble Bee Hollow Road

Mechanicsburg, PA  17055

 

humanresources@americhoice.org

 

FAX:  717-697-3713

 

 

EOE