Position Summary
The primary function of the Member Service Representative is to assist Southern Gas Federal Credit Union in improving the financial lives of our members. This position is responsible for delivering outstanding service to both internal and external members by assessing their needs and providing tailored financial solutions. Key responsibilities include opening new memberships and accounts, performing teller transactions, processing routine account maintenance, and executing branch operational functions with a thorough knowledge of credit union policies and procedures.
Primary Duties & Responsibilities
- Exceptional Member Service: Deliver consistently high-quality service aligned with the Credit Union motto of "people helping people." Treat members as honored guests, take ownership of requests, simplify interactions, respond promptly, identify financial needs to offer helpful solutions, and express genuine appreciation for their business.
- Member Greeting & Communication: Welcome members to the Credit Union branch. Effectively communicate with members and team members across multiple channels (in-person, telephone, email, fax, or mail) to gather required information, fulfill requests, and provide accurate details on accounts, services, interest rates, fees, policies, and procedures.
- Financial Transactions: Receive deposits and loan payments, disburse cash and check withdrawals, cash checks, sell Cashier’s/Official Checks, and process incoming mail deposits.
- Account & Membership Maintenance: Assist members with opening and closing memberships and accounts. Perform account maintenance including updating ownership, name changes, address changes, beneficiary updates, and other required account modifications.
- Specialized Accounts & Services: Help members open, close, process maturity requests, or perform total/partial withdrawals on Share Certificate accounts. Assist members with Individual Retirement Accounts (IRAs)including openings, maintenance, contributions, and distributions. Process wire transfers for members.
- Balancing & Operations: Balance individual daily work at the end of each business day. Assist in balancing the total branch cash with the general ledger daily and post maintenance transactions to the general ledger.
- Security & Environment: Maintain strict security standards regarding all sensitive information and uphold a clean, professional working environment.
- Additional Tasks: Perform other assigned operational and administrative duties as needed.
Employment Standards & Qualifications
- Education: High School diploma or equivalent required.
- Experience: Minimum of two years of experience in a credit union, bank, or similar financial institution preferred.
- Regulatory & Technical Knowledge:
- Thorough knowledge of new account procedures and governmental regulations concerning account openings and maintenance, with the ability to interpret and explain them to members, preferred.
- Proficiency operating computer terminals, 10-key calculators, and general office equipment required.
- Working knowledge of Microsoft Office and Microsoft Excel preferred.
- Skills:
- High level of accuracy in processing monetary transactions.
- Outstanding written and oral communication skills with a professional demeanor.
- Ability to articulate information efficiently and effectively to both internal and external stakeholders.
Physical Considerations
- Ability to sit or stand for extended periods.
- Ability to work on a computer for long stretches of time in an office environment.
- Physical capability to stand, lift, bend, and stretch as needed for branch operations.
- Ability to operate a motor vehicle (with or without reasonable accommodation).
