Member Service Representative

Our Mission:<br />To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.<br /><br />Overview of the Role<br />Member service representatives (MSRs) play an important role in the financial well‑being of our members. An MSR helps troubleshoot account issues, perform account maintenance, and is also a resource to help our members achieve financial dreams. As an MSR, you have the opportunity to change a member’s life.<br /><br />Member Service Representative scheduling is: Monday-Friday 8:15am-5:15pm with two to three Saturdays a month from 8:45am-12:15pm.<br /><br />Requirements<br />Member Service Representative Responsibilities<br /><br />Engage with members to guarantee a positive experience and develop strong member relationships.<br /><br />Look for opportunities to cross‑sell products and services that would provide value and benefit to the members in addition to helping the branch meet overall sales goals.<br /><br />Deliver exceptional member services that coincides with the credit union’s established service standards.<br /><br />Handle account maintenance and disputes as they arise.<br /><br />Assist other branch team members with operational issues as needed and act accordingly when management is unavailable.<br /><br />Greet members as they enter the building to create a welcoming and aware environment.<br /><br />Perform transactions in a professional manner to build member confidence and trust.<br /><br />Resolve service issues and answer member questions or refer to members to another employee as appropriate to guarantee member satisfaction and retention.<br /><br />Act as a first line of defense against member fraud by reporting suspicious or irregular activity and educating our members on account security.<br /><br />Perform other duties as requested to ensure efficient workflow in the branch.<br /><br />Member Service Representative Expectations<br /><br />Possess knowledge of all credit union products and services and be able to communicate features and benefits to the members.<br /><br />Be aware of credit union marketing efforts.<br /><br />Bring positivity and enthusiasm to work everyday.<br /><br />Meet or exceed individual goals and assist in the attainment of branch goals.<br /><br />Adapt a work ethic that is aligned with GPO’s mission and keeps our member service at the forefront.<br /><br />Follow policies and procedures and abide by ethical standards as outlined in our personnel policy.<br /><br />Hold yourself accountable for the promises you make and the actions you take.<br /><br />Complete training as assigned and continually search for opportunities to enhance one’s ability and knowledge.<br /><br />Effectively community with fellow employees and branch management while maintaining a professional and courteous demeanor.<br /><br />Protect member information by using discretion when discussing member matters and properly following all policies and procedures related to confidential information.<br /><br />Help create a positive image of your branch by playing an active role in your branch community.<br /><br />Member Service Representative Qualifications<br /><br />A two‑year degree in a related field or five years of successful sales experience.<br /><br />A minimum of two years of successful sales experience.<br /><br />Must possess a notary public license.<br /><br />Must be eligible for MLO licensing.<br /><br />Must possess a notary public license or obtain the license within 6 months of hire.<br /><br />Determine and motivated individual with a positive attitude.<br /><br />Ability to work well in a team setting as well as take on projects as an individual.<br /><br />Willingness to promote credit union products and services.<br /><br />Member Service Representative Physical Demands<br /><br />Sitting for prolonged periods of time.<br /><br />Frequent computer usage and screen time.<br /><br />Frequent typing and usage of fine motor skills.<br /><br />GPO’s Benefits Package Includes:<br /><br />Employer Paid 401K Retirement Plan (starting on your first day with 3% employer contribution match), Life Insurance, Long Term Disability and HSA Contributions<br /><br />Competitive Salaries, Annual Raises and Incentives<br /><br />Low Cost Medical, Dental, &amp; Vision Insurance<br /><br />Paid Vacation Time, Sick Leave, Personal Time and 11 Paid Holidays<br /><br />Actual compensation rate will be determined based on relevant experience.<br /><br />#J-18808-Ljbffr