Member Service Representative / Teller

The Member Service Representative plays an integral role serving as an ambassador between the member and the Credit Union. This role involves engaging with our members and offering a range of cash and non-cash services. It requires an independent thinker with excellent decision-making abilities who can operate with minimal supervision. The individual will be responsible for adhering to all policies, procedures, and state and federal regulations while delivering professional, courteous, and efficient customer service to our members.

• Performing member transactions including, but not limited to, deposits, withdrawals, transfers, and loan payments.
• Discusses certificate of deposit options with members and open on core system.
• Balances general ledgers and inventory items, as assigned.
• Develop and maintain quality member relationships by providing personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations and deepen relationships.
• Ensures that all member requests are processed accurately and efficiently.
• Displays sound judgment in handling member requests and exceptions, seeking and documenting approval as needed.
• Assumes responsibility for the efficient, effective, and accurate performance of teller functions.
• Takes ownership of problems, shows empathy, apologizes for errors, and follows up appropriately. Utilizes member feedback to enhance service quality, creates equitable solutions, and increases member loyalty.

• The accurate operation of the vault.
• Cash ordering.
• Opening and or closing accounts.
• Opening, renewing and or closing certificate accounts.
• Show professionalism, empathy, and respect in all interactions with members, internal and external.
• Takes personal responsibility to actively listen to the members, understand their needs and take initiative to help.
• Offer team members assistance when necessary to help develop a fully competent and cohesive workforce.
• Responsible for personal development through training, collaboration, and teamwork. Understands and adheres to all policies, procedures and regulations and attends all training as it relates to position.
• Adheres to M-O FCU’s security procedures and safeguards member information.
• Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other employees. Maintains open and respectful communication with other departments. Manages conflict directly and discreetly.

A. Demonstrate analytical, accurate and problem-solving skills.

B. Strong attention to detail.

C. Able to work independently, organize and prioritize work.

D. Must be fluent in English with strong written and verbal communication skills.

E. Desire to provide remarkable member service.

F. Ability to add, subtract, multiply and divide. Capable of using financial calculators.

G. Understands and complies with all annual mandated training that pertains to the position, including but not limited to Bank Secrecy Act, Anti-Money Laundering, OFAC, Cybersecurity and Fair Lending.

H. Ensuring that information collected, provided, and/or evaluated is consistent with all related information available, holding to regulatory standards.
I. Listening and adapting to receive instructions, concerns, and spoken/written needs.

J. Demonstrates professionalism in dress, tone, flexibility, and communication.

K. Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills and ability to interact positively with other employees. Maintains open and respectful communication with others.

L. Demonstrated ability to work under pressure, meet deadlines and manage multiple priorities.