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Member Service Representative I

Company: Rogue Credit Union
Location: Medford
Posted on: May 24, 2023

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.


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.


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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