Purpose:
The eBranch Member Service Representative serves as the primary liaison between the credit union and its members, including both current and potential members. They are responsible for delivering exceptional member service, handling account inquiries, solving member issues, and ensuring overall member satisfaction.
Expectations:
- Provide friendly, professional, and personalized service to all members.
- Maintain confidentiality of member information.
- Uphold a professional work environment and appearance.
- Ensure high accuracy in all tasks and transactions.
- Demonstrate excellent attendance and punctuality.
- Adhere to all security procedures and policies.
- Follow operational procedures and policies regarding member transactions and information.
- Actively participate in training programs.
- Exhibit courtesy, tact, and diplomacy in all interactions.
Primary Responsibilities:
- Follow up to ensure compliance with all opening and closing procedures.
- Provide quality member service and resolve member inquiries.
- Answer phones to provide information or re-route calls as necessary.
- Assist members with account information and inquiries.
- Ensure that new account and loan applications from online applications are filtered to the branches
- Complete all calls, online requests, and other member inquiries accurately and promptly.
- Troubleshoot client workstation issues, including ATM/Debit card problems.
- Quote rates for savings and certificates.
- Image documents into eFichency as needed.
- Cross-sell products and services.
- Respond to member emails through Hello and Member Service links.
- Address all branch voicemails during and after hours.
- Handle member messages through online banking and chats.
- Meet goals specified in the branch scorecard and adapt to changes as necessary.
- Complete required training and stay current with all policies and procedures.
- Quote loan values, payment calculations, interest rates, terms, and related fees for new/used autos, credit life and disability insurance, GAP premiums, and extended warranties.
- Quote loan payoffs and attempt to recover loans.
- Disperse and add follow-up notes for AutoLink leads.
- Handle mobile deposits, with management as backup for this task.
- Assist with IRA services as needed.
- Help branch staff when needed
- Complete account updates with the use of DocuSign when needed.
- know policies and procedures
- Perform other duties as assigned.
Knowledge, Skills & Abilities:
- Exceptional member service skills.
- Proficiency in mathematical calculations.
- Strong communication and organizational skills.
- Proficiency with computers, telephones, calculators, and other office machinery.
- Ability to thrive in a fast-paced environment.
- Capability to make sound decisions and resolve issues effectively.
- Previous lending experience preferred but not required.
Physical Demands:
- Must be able to remain in a stationary sitting position approximately 85% of the time.
- Constant operation of computers and office machinery such as calculators, copiers, and fax machines.
- Effective communication skills are essential.
- Occasional lifting of items weighing 10+ lbs.
- Most work is performed in an office environment, with occasional walking around the branch and addressing staff.
Travel:
- No travel is expected for this position.
Disclaimer: