<p>The primary purpose of this position is to provide superior member service; driving member satisfaction and retention by helping members take full advantage of Ent's full range of products and services. This is accomplished through accurate and professional member transactions, enhanced member awareness of existing products and services, and regularly meeting monthly sales standard goals. Additionally responsible for understanding and complying with credit union policies and procedures, as well as financial regulations including BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau). The Member Service Representative must excel in service, quality communication, product knowledge, sales, and accuracy while meeting all service, performance, and safety standards.</p> <p>Essential Functions</p> <p>The primary purpose of the Member Service Representative position is to provide superior member service; driving member satisfaction and retention by helping members take full advantage of Ent's full range of products and services. This is accomplished through accurate and professional member transactions, enhanced member awareness of existing products and services, and regularly meeting monthly sales standard goals. Additionally responsible for understanding and complying with credit union policies and procedures, as well as financial regulations including BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).</p> <p>The Member Service Representative must excel in service, quality communication, product knowledge, sales, and accuracy while meeting all service, performance, and safety standards.</p> <p>The primary purpose of the Member Service Representative Senior position is to provide superior member service; driving member satisfaction and retention by helping members take full advantage of Ent's full range of products and services. This is accomplished through accurate and professional member transactions, enhanced member awareness of existing products and services, and consistently meeting monthly sales standard goals. Additionally responsible for understanding and complying with credit union policies and procedures and financial regulations including BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).</p> <p>The Sr. Member Service Representative must excel in service, problem resolution, quality communication, product knowledge, sales, and accuracy while meeting all service, performance, and safety standards.</p> <p>Essential Functions at the Member Service Representative level:</p> <ul> <li>Providing quality member service through accurate and professional face-to-face member interactions including basic monetary transactions, new member account creation, and account maintenance, with a focus on member retention and acquisition. </li><li>Accountable for discovering and meeting member needs by regularly achieving monthly sales standards through product offering in all areas including, but not limited to deposit and lending products, credit and debit cards, investments, and business banking. </li><li>Responsible for meeting job training requirements and complying with safety and service standards defined in the Credit Union's Policies and Procedures documents, as well as financial regulations to include, but not limited to, BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau). </li></ul> <p>Essential Functions at the Member Service Representative Senior level:</p> <ul> <li> <p>Providing quality member service through accurate and professional face to face member transactions to include new member account creation, account file and card file maintenance, and basic Service Center Control Manual procedures.</p> </li><li> <p>Accountable for discovering and meeting member needs by consistently achieving monthly sales standards through product offering in all areas including, but not limited to deposit and lending products, credit and debit cards, investments, and business banking. Further meeting needs through specialty training, such as lending, business banking, and business development.</p> </li><li> <p>Responsible for meeting job training requirements and complying with safety and service standards defined in the Credit Union's Policies and Procedures documents and financial regulations including, but not limited to, BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).</p> </li></ul> <p>Member Service Representative:</p> <ul> <li>High School Diploma/G.E.D. or Equivalent. </li><li>6+ months of Customer Service experience in Financial Services or Retail Delivery. Required. </li><li>6+ months Sales experience. preferred. </li></ul> <p>Member Service Representative Senior:</p> <ul> <li>High School Diploma/G.E.D. or Equivalent. </li><li>Member Relationship, Customer Service New Account, or equivalent training. </li><li>1+ year customer service experience in Financial Services or Retail Delivery, to include: </li><li>6+ months financial Services. Required. </li><li>6+ months Sales. Preferred. </li></ul> <p>Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.</p> <p>Technical or Specialized Knowledge/Skills:</p> <ul> <li>Enthusiastic attitude regarding helping our community. </li><li>Strong emphasis on member service and offering appropriate cross-sell / upsell opportunities to the member. </li><li>Strong attention to detail and accuracy of all transactions is of critical importance. </li><li>Professional and courteous communication skills are of critical importance. </li><li>Proficient in basic math (addition, subtraction, multiplication, and division). </li><li>Comfortable handling physical money with a high level of accuracy with members directly. </li><li>Exposure to Microsoft Outlook and web based transactional systems to complete day to day member requests. </li><li>Able to use 10-Key by touch is preferred. </li></ul> <p>Certifications Required:</p> <ul> <li>None </li></ul> <p>Environmental, Physical and Psychological Requirements</p> <ul> <li>Standing - Occasionally </li><li>Walking - Occasionally </li><li>Sitting - Frequently </li><li>Lifting - Rarely (40 Lbs) </li><li>Carrying - Rarely </li><li>Pushing - Rarely </li><li>Pulling - Rarely </li><li>Balancing - Rarely </li><li>Stooping - Rarely </li><li>Kneeling - Rarely </li><li>Crouching - Rarely </li><li>Crawling - Rarely </li><li>Reaching - Occasionally </li><li>Handling - Occasionally </li><li>Grasping - Occasionally </li><li>Feeling - Occasionally </li><li>Talking - Frequently </li><li>Hearing - Frequently </li><li>Repetitive Motions - Frequently </li><li>Eye/Hand/Foot Coordination - Occasionally </li><li>Noises louder than normal speaking volume - Occasionally </li><li>Temperature Changes - Rarely </li><li>Atmospheric Conditions - Rarely </li></ul>