Serves as the primary contact of our organization to serve member requests related to their daily financial needs. The Member Service Representative will perform a wide variety of duties related to all phases of products, services and policies as embodied by Westby Co-op Credit Union. These are done in accordance with Westby Co-op Credit Union procedures.
Principal Duties and Responsibilities:
- Follow the WCCU Way and WCCU Values and Service Standards. This includes maintaining a positive, professional demeanor when interacting with members, proactively greeting and assisting members and providing welcoming and friendly service.
- Perform Member Service Representative duties, including but not limited to, maintaining comments and notes on accounts, handling currency, basic deposits, withdrawals and payments, issuance of negotiable instruments and cash advances.
- Adheres to all balancing, cash, check-cashing and related policies, or procedures.
- Executes check negotiation procedures to ensure regular, foreign and onus checks are processed for payment.
- Performs inquiries and generates statements for members to assist with financial information questions.
- Complies with Bank Secrecy Act legislation and requirements.
- Process requests for members who order checks.
- Demonstrates a helpful, polite, friendly attitude along with providing exceptional member service.
- Educates members on products, services, fees, and policies regarding their financial information.
- Always maintains the integrity of our confidentiality policy including maintaining a neat work area so confidential information is not compromised.
- Works with others in their department to maintain, organize and revise member financial information.
- Properly enter information into the computer program(s) regarding transactions, holds, statements, order requests and other related transactions.
- Maintain an expansive, up-to-date knowledge of products, services, fees, and regulations to assist members and co-workers accurately and efficiently.
- Scan account information into computer system.
- Prepare gift cards for members who purchase them.
- Redeem savings bonds.
- Complete and maintenance stop payment requests from members.
- Prepare counter checks, casher checks and corporate checks.
- Assist members with access to their safe deposit box.
- Assist with the initial request for members who want to complete a wire transaction.
- Help a member with fraud situations, including but not limited to, debit cards, credit cards, ACH, and checks.
- Maintenance address and name changes on the various software programs.
- Maintenance of ATM machine in designated office.
- Add additional share accounts to existing membership accounts.
Mobile Branch Responsibilities:
- Provides coverage as needed.
- Occasional weekday, evening and Saturday rotations may be scheduled in advance for special community events.
- Additional Physical Requirements: Ability to maneuver, lift and carry hose lines for emptying black tank. Ability to bend, reach, lift and apply 5-10 pounds of pressure when washing the vehicle. Daily stair climbing (3-5 stairs).
Work Relationships and Scope: Reports directly to the Branch Manager. Will have regular contact with members and employees of the Member Service Department.
Performance Dimensions:
- Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
- Provide outstanding services to co-workers & members.
- Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
- Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.
- Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
- Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.
- Enhance job growth through continuing education, as required or necessary.
