Member Service Representative I
Company: Rogue Credit Union
Location: Medford
Posted on: May 24, 2023
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Job Description:
Department: Member Relations
Reports To: Branch Manager
Classification: Non-Exempt Grade: 8
Supervises Direct: 0 Supervises Indirect: 0
WORK FROM HOME POSITION LEVEL: None - Work is unable to be
completed remotely. A presence in office is required full time.
Role:
Provides Exceptional Experiences by identifying each individual
member's unique financial need, and appropriately suggesting
products and services that will meet or exceed those needs.
Delivers unsurpassed service that builds long-term member loyalty
while effectively handling member's transactions. Delivers member
focused solutions while supporting Rogue's Vision, Mission and
Values.
Essential Functions & Responsibilities:
30% Assists members with all of their membership and account need;
including but not limited to opening and/or closing memberships,
Certificates, IRA's, Trust accounts, Consumer Loans, Notaries,
Processing Cash, Account Maintenance, and other transactions.
25% Reviews and analyzes member's financial situation with the
ability to provide education and solutions that meet the member
needs. Consistently promotes member participation by effectively
cross-selling credit union products and services.
20% Has a thorough knowledge of Home Equity and Business Lending
products. Assists members with new Home Equity and Business Loan
applications.
10% Responds to members requests, questions and concerns. Takes
ownership by finding the appropriate solution with timely follow
through. Acts as a resource to other branch employees with product
and process related questions.
5% Collaborates and assists with other departments and branches to
maintain Exceptional Service across all areas of the credit
union.
5% Maintains member records, prepares files and other member
documents while maintaining the highest level of
confidentiality.
5% Assists with specific branch opening and closing duties.
Proactively performs other duties as needed or assigned.
Performance Measurements:
1. Supports and practices Rogue's Vision, Mission, Values and
Loyalty Culture. Utilizes the Service Promises with both internal
and external members. Embraces Rogue's community involvement
program in a positive and proactive manner.
2. Consistently provides Exceptional Service Experiences which
creates the most loyal members in the nation!
3. Demonstrates empathy, self-reflection, and adjustment of own
behaviors, displaying effective emotional intelligence.
4. Demonstrates excellent time management skills with the ability
to work independently. Ability to prioritize tasks, workflow, and
multi-task. Supports and completes department and individual
job-related goals on time and with quality results. Assists in
meeting other credit union goals and objectives.
5. Maintains an understanding of credit union products, services,
policies, procedures, and is able to convey the features and
benefits to new or existing members.
6. Maintains a production volume consistent with others in the
assigned group and maintains a personal accuracy percentage as
determined by the supervisor. Accurate in data entry and in the
completion of tasks. Detail oriented and questions issues that are
out of alignment.
7. Consistently demonstrates professionalism and effective
communication with both external and internal members.
8. Responds to member requests in a timely and efficient
manner.
9. Actively maintains knowledge of credit union products and
services.
10. Adheres to and maintains all credit union promotional,
regulatory and policy compliance requirements including compliance
with any Federal and State laws.
11. Meets or exceeds assigned goals in order to achieve individual,
department and credit union goals. Stays informed of current trends
within the credit union movement and financial services
industry.
Knowledge and Skills:
Experience: Three years to five years of similar or related
experience.
Education: A high school education or GED. Licensed through NMLS
while maintaining annual required training.
Interpersonal Skills: A significant level of trust and diplomacy is
required, in addition to normal courtesy and tact. Work involves
extensive personal contact with others and/or is usually of a
personal or sensitive nature. Work may involve motivating or
influencing others. Outside contacts become important and fostering
sound relationships with other entities (companies and/or
individuals) becomes necessary. Ability to make informed and
independent decisions using the knowledge gained in the Member
Service Representative role.
Other Skills: Excellent communication skills - verbal, written and
listening. Needs-based sales ability. Good organizational and time
management skills with the ability to work under occasional
pressure. Good eye for detail and quality. Strong computer and
10-key calculator skills. Ability to work as a team player and
adapt to Rogue's culture.
Physical Requirements: Some adjusting or moving objects up to 30
pounds in all directions. Must be able to remain in a stationary
position, often standing or sitting for prolonged periods.
Repeating motions that may include the wrists, hands and/or fingers
while using computer. Communicating with others to exchange
information. Perceiving the nature of sounds at normal speaking
levels or without correction. Ability to receive detailed
information through oral communication, and make fine discernments
in sound. Close and continuous visual acuity to perform activities
such as: preparing and analyzing data and figures, transcribing,
viewing a computer terminal, and extensive reading.
Work Environment: Normal workday with occasional overtime. Will
require working Saturdays and a rotating flexible schedule. Exposed
to potentially hazardous conditions, i.e., robbery. Travel to other
Rogue Credit Union regions may be required.
Disclaimer:
Job descriptions are not intended, and should not be construed to
be exhaustive lists of all responsibilities, skills, efforts, or
working conditions associated with a job. They are intended to be
accurate reflections of those principal job elements essential for
making fair pay decisions about jobs.
Note: Rogue Credit Union is a drug free workplace and requires a
drug screening test within 48 hours of employment offer.
Rogue Credit Union is an Equal Opportunity Employer and makes
employment decisions without regard to race, color, national
origin, religion, sex, age, disability, veteran status, or any
other protected class. If you are an individual with a disability
and require a reasonable accommodation to complete any part of the
application process, or are limited in the ability or unable to
access or use this online application process and need an
alternative method, please call (541) 622-7295.
This Job Description is not a complete statement of all duties and
responsibilities comprising the position.
Keywords: Rogue Credit Union, Medford , Member Service Representative I, Sales , Medford, Oregon
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