Senior Member Service Representative

Job Description Summary

Interacts with the member to gain knowledge and understanding of their financial wants and needs. Provides detailed information specific to products and services to meet member needs and build relationships. Use all available resources to provide the best solution striving to add value to the member relationship and enrich the member experience. Accurately and efficiently documents and processes the full range of member services to ensure member satisfaction. A Senior Member Service Representative is distinguished from a Member Service Representative in that employees in the former job handle the more complex member account situations and serve as a technical resource to other employees on more complex product, service and processing issues. A Senior Member Service Representative may serve as a lead for other employees and assist in training.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides consultative services to members regarding consumer lending, credit card and HELOC products and services. Processes loan applications through delivery channels, including but not limited to; online, fax and telephone applications.
• Ensures application data is entered accurately; performs credit evaluation risk analysis and makes recommendations. Provide trusted advice specific to members’ life event by listening, evaluating and offering options and opportunities.
• Utilizes advanced knowledge of products and services to provide alternative solutions to members with more complex account situations; follows through to ensure member satisfaction.
• Serves as a primary resource for other employees by; mentoring, providing ongoing training and guidance and ensuring all changes in policies and procedures are communicated and understood.
• Provide suggestions for streamlining branch and Credit Union operations; assists in completing projects and reports as assigned.
  
  

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.
  
  

Education/Experience

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirements

High School or GED - Required

Must be able to obtain National Mortgage Licensing System (NMLS) registration and/or meet Consumer Financial Protection Bureau (CFPB) guidelines for position. - Required

Experience Requirement

2 Years - Financial institution experience or equivalent experience involving new accounts and lending experience through the online channel - Required

Skills/Abilities

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Provide guidance in the resolution of problems utilizing knowledge and experience within areas of responsibility.
• Lead and model RISE values and the Code of Ethics through daily interactions and conduct.
• Promote and foster excellent member service and teamwork.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.
  
  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.
  
  

WORK ENVIRONMENT

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

• Works in general office environment in a financial services facility.
• Remote work environment may be considered.
  
  

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.