Member Service Representative I

POLICE FCU
Work effectively as a team contributor on all assignments, and have general knowledge of Police Federal Credit Union’s operations and services.

Internal / External Job Posting
Closing Date: Friday July 26, 2019 (Close of Business)
Title: Member Services Representative I
Reports to: MD Branch Manager
FLSA Status: Non-Exempt

Organization Conformance Statement:
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and management.
• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other departments, employees, customers, members, and management.
• Work effectively as a team contributor on all assignments, and have general knowledge of Police Federal Credit Union’s operations and services.

Position Purpose: Serve as a liaison between the member and the credit union. Provide account information by phone or in person, as well as information on the full range of credit union products and services. Open accounts for members, resolve issues, and professionally handle the member's daily needs. Provide a variety of transactional services to members.

Essential Duties and Responsibilities
1. Greet and welcome members and visitors to the credit union in a professional manner. Provide prompt, efficient, and accurate service in the processing of transactions. Assist in other areas when staffing shortages occur, i.e. teller, receptionist, call center, etc.
2. May provide support to the Member Development Coordinator by reviewing and distributing Member On-boarding material through telephone contact and email distribution as required.
3. Provide in-person and by-telephone specific service-related information concerning credit union services or policies. Identify all cross-sell opportunities and actively sell Credit Union products and services through daily face-to-face and telephone contact to existing membership
4. May respond to email or other electronic requests submitted by members, again providing prompt, efficient, and accurate service and information.
5. Respond to member's requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance.
6. Open new accounts, and service existing accounts. Set up new account files, and provide members with all necessary information for membership.
7. Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members.
8. Provide administrative and clerical support to the Member Services Department, to include but not limited to generating correspondence or reports, creating spreadsheets, presentations, labels, forms, etc.
9. Promote credit union products and services based on member needs.
10. Mail receipts and checks to members as indicated by policy and procedure.
11. Maintain an up-to-date and comprehensive knowledge on all related policies and procedures, rules and regulation for the member service area, with particular attention to the Bank Secrecy Act, Patriot Act, and robbery procedures.
12. Submit loan requests by phone or in person, collect all loan documentation needed for loan disbursal and/or further review by loan officer. Contact member by phone or email to schedule loan disbursal, process closing paperwork, and review loan details, as well as additional loan products. Set up loan payment transfers through payroll allocation or monthly transfer; cross sell additional credit union products and services upon completion of loan disbursal
13. Provide information on investment alternatives to members wishing to deposit funds with the credit union.

General Duties and Responsibilities:
1. Research accounts for deposit, withdrawal, and loan-payment discrepancies.
2. Assist members with the proper completion of payroll deduction, direct deposit paperwork, and balancing their accounts as required.
3. Assist members in opening individual retirement accounts.
4. Perform other duties as assigned by management.

Work Site: Although the central offices for Police FCU are located in Upper Marlboro, employees may be required to report for work at other branch locations on an as needed basis.
Overtime/Shift Work: Employee may be required to work overtime, late or early shift work as the need may arise for the credit union.
Qualifications: Incumbent will have a minimum of two (2) years relative experience preferably in a similar environment; AA degree preferred or equivalent combination of education and experience.

For immediate and confidential consideration, qualified candidates should email cover letter with full name (first, middle, last) and current address, along with their resume and salary requirements to: humanresources@policefcu.org.