Member Service Representative

About the Role

The primary purpose of this position is to provide superior member service, driving member satisfaction and retention by helping members take full advantage of Wings' full range of products and services. This is accomplished through accurate and professional member transactions, enhanced member awareness of existing products and services, and timely product or service referrals. Additionally, responsible for understanding and complying with credit union policies and procedures, as well as financial regulations, including BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).

Key Responsibilities

• Providing quality member service through accurate and professional face-to-face member transactions, including new member account creation, account file and card file maintenance, and basic Service Center Control Manual procedures.
• Accountable for meeting member needs by maintaining a strong knowledge of available products and services, regularly providing referrals to such products and services in all areas, including but not limited to lending, investments, electronic banking, wealth management, and business banking.
• Responsible for complying with safety and service standards defined in the Credit Union's Policies and Procedures documents, as well as financial regulations, including but not limited to, BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).
• Responsible for meeting job training requirements.
• Responsible for maintaining a cash drawer following procedures defined in the Credit Union's Cash Control Policy.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Requirements & Tech Stack

• Customer Service experience in Financial Services or Retail Delivery (minimum 6 months required).
• Sales experience (6 months preferred).
• Enthusiastic attitude regarding helping our community.
• Strong emphasis on member service and offering appropriate cross-sell / upsell opportunities to the member.
• Strong attention to detail and accuracy of all transactions.
• Professional and courteous communication skills.
• Proficient in basic math (addition, subtraction, multiplication, and division).
• Comfortable handling physical money with a high level of accuracy with members directly.
• Exposure to Microsoft Outlook and web-based transactional systems to complete day-to-day member requests.
• Able to use 10-Key by touch (preferred).

Qualifications

• High School Diploma/G.E.D. or Equivalent.
• No specific certifications required.