Member Service Representative

Description

Our Mission:

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.
 

Description:

*Internally this position is titled as a Universal Service Specialist.

Overview of the Role

Universal Service Specialists (USS) play an important role in the financial well-being of our members. As a USS, you have the opportunity to get to know our members in different environments and build valuable relationships. The USS will help support our branches by floating to between branches and our Member Service Center. A USS performs a variety of duties such as assisting members with withdrawals and deposits on the teller line, opening new accounts in an office environment, reviewing member credit reports to find opportunities to save money, & providing member support over the phone in our contact center. 

Universal Service Specialist scheduling is: Monday-Friday 8:15am-5:15pm with two to three Saturdays a month from 8:45am-12:15pm.

Requirements

Universal Service Specialist Responsibilities

• To serve membership by providing service and information in a pleasant, professional and efficient manner in person or via telephone, email or other correspondence.
• Complete transactions accurately to ensure a balanced drawer. 
• Remain flexible to work in the contact center or travel to any branch to work on the teller line or platform. 
• Look for opportunities to cross-sell products and services that would provide value and benefit to the members in addition to helping the branch meet overall sales goals.
• Help maintain the ATM and night depository as directed by the Teller Supervisor. 
• Research and solve questions, problems and complaints concerning credit union accounts.
• Assist other branch team members with operational issues as needed. 
• Resolve service issues and answer member questions or refer members to another employee as appropriate to guarantee member satisfaction and retention.
• Continuously check voice mail and/or email and reply promptly to member requests.
• Manage & verify member account, process stop payments, order cards, & answer any questions regarding the members account, products, or services.  
• Act as a first line of defense against member fraud by reporting suspicious or irregular activity and educating our members on account security.
• Accept loan application and assist members with basic questions regarding their loans.
• Assist members with remote access.
• Process wire transfers.
• Mail, fax or email new member applications and information to members and prospective members.
• Be responsible for researching member inquiries to ensure proper follow-up and satisfaction. 

Universal Service Specialist Expectations

• Bring positivity and enthusiasm to work every day.
• Be aware of credit union marketing efforts. 
• Provide superior member service at all times, including: displaying professional sales and service skills, proper phone etiquette, ensuring member confidentiality and going above-and-beyond to make the member experience at GPO of the highest quality.
• Adapt a work ethic that is aligned with GPO’s mission and keeps our member service at the forefront.
• To reach sales and service goals as assigned.
• Follow policies and procedures and abide by ethical standards as outlined in our Personnel Policy. 
• Hold yourself accountable for the promises you make and the actions you take.
• Complete training as assigned and continually search for opportunities to enhance one’s ability and knowledge.
• Effectively communicate with fellow employees, teller supervisor and branch management while maintaining a professional and courteous demeanor.
• Protect member information by using discretion when discussing member matters and properly following all policies and procedures related to confidential information.
• Help create a positive image of your branch and the MSC by playing an active role in your branch community.
• To keep management informed regarding key operating issues.

Universal Service Specialist Qualifications

• A two-year degree in a related field OR high school diploma and five years of customer service experience in lieu of a two-year degree.
• A minimum of two years of successful sales experience.
• Driver’s license and reliable transportation.  
• Flexibility to be able to work at any location within the GPO footprint.
• Determined and motivated individual with a positive attitude.
• Willingness to promote credit union products and services.
• Must be able to work well with others, possess good communication skills, be able to multi-task and work independently.
• Must be eligible for MLO and notary licenses.
• Should be proficient in the use of computers and various software programs.

Universal Service Specialist Physical Demands

• Must be able to speak with clarity and listen effectively on a regular basis. 
• Sitting for prolonged periods of time
• Frequent computer usage, typing and screen time
• Frequent usage of fine motor skills

GPO’s Benefits Package Includes:

• Employer Paid 401K Retirement Plan (starting on your first day with 3% employer contribution match), Life Insurance, Long Term Disability and HSA Contributions
• Competitive Salaries, Annual Raises and Incentives
• Low Cost Medical, Dental, & Vision Insurance
• Paid Vacation Time, Sick Leave, Personal Time and 11 Paid Holidays

Actual compensation rate will be determined based on relevant experience.