Member Services Representative I

CALIFORNIA LITHUANIAN CREDIT UNION

JOB DESCRIPTION

SUMMARY:

Assists in building valued financial relationships with our members by actively recommending the credit union’s products and services that best meet our members’ financial needs while providing outstanding professional service and financial consultation, while answering all member inquiries.

DUTIES AND RESPONSIBILITIES:

• Answers all incoming calls in a professional, timely and courteous manner, following established standards and guidelines for excellent member relations and efficiency.
• Understands the credit union’s financial goals and strategic direction.
• Proactively supports the “sales and service” culture.
• Utilizes account information to ask pertinent questions to assess member’s financial needs to offer the best products and services to cross-sell.
• Actively cross-sells and opens credit union products, establishes all services to members and potential members to meet their financial needs.
• Consistently achieves threshold levels of sales goals and member services performance standards and training requirements.
• Understands all security and responsibilities of the departments within the credit union and maintains a working knowledge of compliance/regulations in area of responsibility.
• Maintains up-to-date knowledge of all credit union products and services along with the benefits and features of each.
• Understands and follows all credit union policies and procedures.
• Appropriately refers escalated service issues to the supervisor.
• Processes all service requests for members such as stop payments, check orders, address changes, card ordering, and account maintenance.
• Provides accurate information regarding our loan and savings rates, fees, account balances, and activity.
• Processes all transaction requests for members, such as payments, transfers, deposits, cash advances, outgoing wires, and withdrawals with accuracy and in accordance with our policy and procedure guidelines.
• Establishes mobile banking and bill pay services for members and provides guidance in their use.
• Performs teller duties as assigned.
• Adheres to approved cash handling skills and ensures accurate cash teller drawer balancing each day.
• Provides efficient and professional service to all members in relation to all branch functions including teller processing and member services.
• Maintains a safe work environment and reports any unsafe conditions immediately.
• Ensures the timely opening and closing of the branch, including maintaining a professional work area at the branch.
• Accurately opens and closes memberships as needed.
• Assists in completion of CTR’s and SAR’s as needed.
• Accurately completes and submits time sheets.
• Conducts Shared Branching transactions when needed.
  
  

ADDITIONAL FUNCTIONS

• Attends meetings, training courses, conferences, and seminars.
• Attends and be active at business development events.
• Performs clerical support duties, as necessary.
• Assists in other departments, as necessary.
• Performs other duties as assigned
  
  

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The Credit Union makes reasonable accommodation to enable individuals with disabilities to perform essential functions of the job.

Education, Experience, Knowledge:

• Requires completion of high school education.

• Prior work experience in customer service or a related position.
• Excellent member service and effective verbal and written communication skills.
• Strong cross-selling skills.
• Strong knowledge and understanding of financial products and services.
• Basic keyboarding and data entry skills including knowledge of Outlook, Word, and Excel.
• Intermediate mathematical skills (calculations and concepts involving decimals, percentages, and fractions).
• A positive, professional image and a high degree of confidentiality within the workplace.

Certificates, Licenses, Registrations:

• Notary Public

Certifications, licensing, or registration obtained within the first 90 days of position acceptance.

Physical Requirements:

The physical demands described here are representative of those required for an employee to successfully perform the essential functions of this job. The Credit Union makes reasonable accommodations to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee must occasionally lift and/or move up to twenty-five pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Special Requirements:

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to author reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Fluent in the English language. Additionally fluent in written and verbal Lithuanian, Latvian, and/or other Baltic country languages preferred.

Computer Skills

• Level of computer skills needed to accomplish the essential duties of the job, including, but not limited to, core banking system software, computer software required such as Microsoft Word, Excel, Power Point, Windows based spreadsheets/word processing, accounting software, ability to use various company software packages.

Mathematical Skills

• Ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs preferred.

Reasoning Ability

• Ability to apply common sense understanding to carry-out instructions furnished in written, oral, or diagram form.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Analytical Skills

• Ability to process and analyze vague, abstract verbal and written instructions.
• Ability to visualize and assess abstract ideas and develop structured plans for implementation of marketing plans.
• Ability to read, analyze complex documents, and communicate analysis in oral and written form.

Equipment

• Experience using the equipment required for the job.

No hazardous or significantly unpleasant conditions (such as in a typical office). May involve driving personal vehicle to credit union related events and appointments. Must have valid driving licenses and insurances. Mileage reimbursement paid by CLCU for credit union travel (other than commuting to/from CLCU).

COMPENSATION AND BENEFITS

• Compensation
  • Position requires timely completion of timecard reporting.
• Benefits
  • Eligible to participate in Paid Time Off (PTO), holidays, healthcare (including medical, dental, and vision), 401k and life insurance programs when offered.