POSITION SUMMARY:

The primary duties/responsibilities of the Member Service Representative II (MSR) include quality, responsive, and professional member service to all members and staff of GreenState Credit Union in all daily transactions and inquiries.  Provides information and/or answers questions regarding transactions and all Credit Union products and services.  This position is the front line to our members and the face of the credit union. Service starts with this key role and they are our service champions.  The qualified candidate will be member focused, show excellence in accuracy and all their work, demonstrate integrity, share one vision through teamwork and continually look for improvement within their role.

GREENSTATE CULTURE:

At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.

Position details:

Monday through Friday from 8:30am - 5:15pm, plus 3 out of 4 Saturdays from 9:00am - Noon

Pay range for this hourly position is $19.47 - $22.76/hr with a monthly incentive opportunity and a progressive benefits package. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:

1. Adheres to the Credit Union Service Standards in carrying out GreenState's mission and vision.
2. Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
4. Ensures confidentiality of member information.
5. Supports a diverse and inclusive work environment.
6. Ensures confidentiality of members account records and account information. Request identification whenever necessary and provide account information to only those members listed as primary or joint owners.
7. Provides assistance in training and mentoring new/existing employees.
8. Acts as a leader; assist other MSR’s as a mentor and role model.
9. Assists MSR’s with daily work including balancing and reconciliation of offages.
10. Monitors and manage the vault including cash disbursements, balancing, and end of day lock-up.  Ensure that sufficient, but not excessive, funds are on hand at all times.
11. Ensures the completion of day-end procedures including balancing cash vault, securing the vault, and distribution of work to appropriate Credit Union personnel and departments.
12. Balances, maintains, and corrects the coin, debit card and cash advance machines.
13. Assists in security procedures. Has access to and is accountable for office keys and combinations.
14. Makes weekly outbound service calls to members.
15. Answers member questions or refer members to appropriate departments or supervisors.
16. Assists with member account discrepancies, statement problems, complaints and escalates as necessary.
17. Performs member transactions including; deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials.
18. Complete daily work including balancing and reconciliation of drawer offages, maintains a satisfactory balancing record.
19. Educates members and staff of the features and benefits of all products and services.
20. Refers products and services that benefit members to achieve team goals.
21. Conducts monthly cash dispenser/recycler audits
22. Conducts quarterly safe box audits.
23. Accepts and examines checks for endorsements and negotiability.  Determine availability of funds based on regulations and policy.  Place holds on accounts for uncollected funds when necessary, provide member with the proper documentation.
24. Processes mail and night deposit transactions to ensure accuracy.
25. Completes all forms including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, member check orders.
26. Participates in Opening and Closing procedures.  Organize the MSR area and turn off all equipment (computers, copier, adding machines, lights). Ensure all confidential information is secured at the end of the day.
27. Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events.

JOB REQUIREMENTS:

1. Must have at least two years of similar or related experience or 12 months in an MSR I role with knowledge of all credit union accounts and products with proven ability to handle a wide variety of functions quickly and accurately.
2. Interpersonal skills representing the Credit Union in a positive way.
3. High energy with the ability to approach individuals to engage in conversation, build rapport, establish and maintain member loyalty. 
4. Thorough knowledge of deposit products, services, regulations and NCUA insurance limits.
5. Accuracy in the handling of cash, recording daily transactions, and attention to detail.
6. Proper telephone manners and techniques.
7. Ability to work with minimal direction and exercise sound judgment.
8. Member account problem-solving skills.
9. Proficiency with related computer applications, spreadsheets, word processing, and database applications.
10. Ability to develop and maintain effective working relationships as a cohesive team.
11. High school diploma or the equivalent (i.e. GED).
12. Cash handling, sales, and customer service experience desired.
13. Must be bondable.
14. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.