Member Center Associate

Job Description:

POSITION: Member Center Associate
DEPARTMENT: Member Contact Center
SALARY GRADE: 6 REPORTS TO: Member Center Team Lead
FLSA: Non-exempt DATE: 7/2024

Job Summary: Responsible for answering inquiries received or made through the Member Center. Provides superior service to members and potential members over the phone, by fax, through the mail, via home banking, and over the Internet. As the credit union's initial contact person, Associates must maintain a professional, courteous and helpful manner, as well as assure that all members, staff and visitors are treated with consideration and respect. The Associate will need to be alert to member needs, resourceful in solving member problems and very precise when updating member accounts. They must respond to an ever-changing volume of telephone calls during the workday and workweek. The Associate must be able to deal with people effectively in all situations.

Job Accountability and Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note that this job description is general in nature and not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or skills required for this position. Duties, responsibilities, and activities may change at any time with or without notice.
* Answers telephone inquiries from members regarding deposit services; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other member request concerning products and services of the credit union.
* Responds to member inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies or errors and assisting members to make the most effective use of services offered by the credit union.
* Operates computer system(s) to access member account information and accurately record member transactions and information requests.
* Actively markets and cross-sells current and new products and services of the credit union. Educates members on the features and benefits of these services.
* Performs a variety of administrative and clerical duties related to conducting all credit union business including payments, withdrawals, deposits, loan services, and other credit union services. Inquiries may include selling credit union products, resolving disputes, handling transactions or assisting the member to purchase and use new products and/or services.
* Make sound business decisions within scope of authority.
* Know and understand all credit union policies.
* Ensure that the confidentiality of all information and transactions regarding the credit union, its members and employees are held to the highest level of business ethics.
* Acts as a steward for "People Standards" to enhance internal and external member experience and service levels in daily operations.

* Comply with all federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
* Comply with all fair lending laws and the prohibitions enumerated in the Credit Union's lending policy.
* Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service.
Qualifications:
Education Requirements:
High school diploma.

Experience Requirements:
Minimum of one-year related experience in a financial institution, customer/member service or sales environment.

Additional Skills:
Must possess the ability to communicate professionally.
Ability to deal tactfully, effectively and professionally with members, potential members and co-workers.
Promoting credit union products to members through cross selling.
Understanding of financial products and services.
Technological skills and knowledge including computer literacy and use of a multi-line phone system.
Ability to resolve difficult situations through education and counseling.
Cross training within other areas of the credit union.
PC proficiency.

Physical Demands:
This position may require stooping, bending, squatting, and reaching for limited periods of time. Occasionally may be asked to handle, move and/or carry large boxes of supplies/files weighing up to 10 pounds. May require sitting and standing for extended periods of time.