Member Services Representative

Self-Help started in 1980 with a focus on economic inequality, especially in communities that have faced systemic barriers in building wealth. Self-Help is committed to economic justice and creating and protecting ownership and economic opportunity. The Member Service Representative joins the team to provide member service, process transactions, handle cash, open accounts, and promote credit union products and services.

Responsibilities

Initiate and lead conversations to identify and assess member needs; Maintain and enhance member account relationships by providing excellent member service; Process share deposit payments, loan payments, manual payrolls, and account transfers; Disburse cash and check withdrawals; Complete member transactions accurately and timely within prescribed limits and guidelines or seek approval for exceptions; Open new membership accounts and assess for accuracy and compliance; Research and address member inquiries about credit union services and accounts; Perform account maintenance as authorized; Promote credit union products and services; Maintain base knowledge of consumer and mortgage loans to refer loan products to the consumer and mortgage loan departments; Perform outbound calls to members as needed; Achieve individual and branch growth goals; Identify solutions in support of member needs; Observe all security/internal controls and identify fraudulent or forged documentation and/or activity; Serve as back up to MSR II responsibilities when needed; Travel to local events as needed, weekends may be required; Open, close and balance own cash drawer daily; Maintain drawer cash levels within prescribed amounts; Post and log night, ATM and mail deposits (part of dual-control team); Adhere to regulatory procedures including Bank Secrecy Act and Anti Money Laundering rules; Accurate balancing within established time frames; Assist with branch self-assessments as assigned; Participate in branch business development and outreach activities; Respond to electronic requests submitted by members and/or perform outbound calls professionally, promptly, efficiently and accurately; May assist with translation if needed; Perform other duties as may be deemed necessary

Requirements

High School graduate or equivalent; Excellent customer service skills; Demonstrated ability to communicate effectively both verbally and in writing; Ability to be trained and efficiently operate credit union systems and proprietary software, including New Solutions, Microsoft Excel, Word, and Outlook; Ability to work flexible work hours including evenings and weekends; May be required to travel to cover other Branches; Keen attention to detail, ability to effectively organize and prioritize work; Analytical and problem-solving skills; Ability to use keyboard and data entry skills; Strong commitment to our mission of creating economic opportunity for traditionally underserved communities; Ability to demonstrate Self-Help's Core Values

Nice to have

Bilingual in English/Spanish; Minimum one year experience in financial institution or other customer service industry; Prior cash handling and customer service responsibilities; Preference for working in organizations that place priority on teamwork and collaboration

Benefits

Competitive nonprofit compensation based on experience; Generous benefits package