Member Service Representative I (MSR)

Status: Non-Exempt

Location: San Dimas

Reports To: Branch Manager

Job Summary:
This position is a “front line” representative of POPA Federal Credit Union, whose main responsibility is to interact and develop long term profitable relationships with our members by determining the member’s financial needs and presenting and selling the member on the best financial solution for them. The MSR I will serve as a liaison between the member and the Credit Union; provide account information by phone or in person, as well as information on the full range of products and services; has the ability to identify and cross-sell multiple products and services; as deem necessary by management, regular travel between POPA FCU branches may be required to fill staffing needs; open accounts for members, interview, and professionally handle the member’s daily needs; provide a variety of transaction services to members including loan processing, closing, and disbursal.

Essential Job Functions:
• Project a professional and positive image of the Credit Union at all times.
• Handle large call volume, while providing excellent member service at all times.
• Assist members with a wide range of transactions, card issues, general loan and account inquiries.
• Perform member transactions which include but are not limited to: posting deposits and withdrawals (including sizeable cash payments), check cashing, loan payments, transfers, issuance of cashier checks/traveler’s checks/Credit Union checks.
• Maintain confidentiality of Credit Union and member records during and after employment with POPA FCU.
• Balance cash, checks and perform all end-of-closing functions in accordance with Credit Union policies and procedures.
• Respond to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance.
• Open new accounts and service existing accounts; set up new account files and provide members with all necessary information for membership.
• Perform various account file maintenances (e.g. account data changes, check orders, card orders, etc.).
• Assist and educate members on account products including Individual Retirement Accounts (IRAs), share certificates, savings, and checking accounts.
• Proficient in all legal aspect of accounts management (e.g. Trust, Power of Attorney, etc.)
• Process incoming mail (e.g. deposits, account updates, etc.)
• Process check orders, stop payments, fraud claims, photocopy orders, signature cards and other counter forms.
• Promote Credit Union products and services based on member’s needs that are obtained from member interviews and/or review of member’s account.
• Maintain current knowledge of Credit Union’s products, services, and marketing promotions.
• Travel to other POPA FCU branches as required, to fill staffing needs at all branch locations.
• Service and balance ATM and coin machines (as applicable).
• Process applications for consumer loans.
• Create, process, and fund loans.
• Comply with all regulations and laws and ensure compliance with all governing regulations, including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and Customer Identification Program (CIP)
• All other duties as assigned.

Knowledge, Skills and Abilities:
• High School degree or equivalent.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment.
• Basic math skills required.
• Availability for any branch assignment is required
• Previous consumer lending experience is highly desirable.
• Minimum of 2 years member services experience in a Credit Union or, financial institution is highly desirable.
• Must be bondable. May be required to qualify as a notary public.

Essential Physical Demands on the Job:
1. LIFTING Lift up to 30 pounds.
2. CLIMBING/BALANCE. Steps or stair climbing, balancing required.
3. STOOPING/BENDING OVER Occasional is unavoidable.
4. STANDING/SITTING Choice of standing, leaning or sitting while working.
5. REACHING Occasional overhead as well as horizontal.
6. HEARING Hearing required to service members.
7. SPEAKING Cultural/regional accents acceptable.
8. VISION Corrected vision 20/20.
9. COLOR VISION No particular color vision requirement.

Essential Environmental Demands on the Job:
1. INSIDE/OUTSIDE Inside environment only.
2. COLD/HEAT General air conditioned environment.
3. WET/DRY Not unusual moist/dry environment.
4. NOISE/VIBRATIONS Light background noise.
5. HAZARDS Non-hazardous environment.
6. FUMES/DUST/ODORS Normally controlled environment.

Member Service Representative I (MSR)

Status: Non-Exempt

Location: Cerritos

Reports To: Branch Manager

Job Summary:
This position is a “front line” representative of POPA Federal Credit Union, whose main responsibility is to interact and develop long term profitable relationships with our members by determining the member’s financial needs and presenting and selling the member on the best financial solution for them. The MSR I will serve as a liaison between the member and the Credit Union; provide account information by phone or in person, as well as information on the full range of products and services; has the ability to identify and cross-sell multiple products and services; as deem necessary by management, regular travel between POPA FCU branches may be required to fill staffing needs; open accounts for members, interview, and professionally handle the member’s daily needs; provide a variety of transaction services to members including loan processing, closing, and disbursal.

Essential Job Functions:
• Project a professional and positive image of the Credit Union at all times.
• Handle large call volume, while providing excellent member service at all times.
• Assist members with a wide range of transactions, card issues, general loan and account inquiries.
• Perform member transactions which include but are not limited to: posting deposits and withdrawals (including sizeable cash payments), check cashing, loan payments, transfers, issuance of cashier checks/traveler’s checks/Credit Union checks.
• Maintain confidentiality of Credit Union and member records during and after employment with POPA FCU.
• Balance cash, checks and perform all end-of-closing functions in accordance with Credit Union policies and procedures.
• Respond to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance.
• Open new accounts and service existing accounts; set up new account files and provide members with all necessary information for membership.
• Perform various account file maintenances (e.g. account data changes, check orders, card orders, etc.).
• Assist and educate members on account products including Individual Retirement Accounts (IRAs), share certificates, savings, and checking accounts.
• Proficient in all legal aspect of accounts management (e.g. Trust, Power of Attorney, etc.)
• Process incoming mail (e.g. deposits, account updates, etc.)
• Process check orders, stop payments, fraud claims, photocopy orders, signature cards and other counter forms.
• Promote Credit Union products and services based on member’s needs that are obtained from member interviews and/or review of member’s account.
• Maintain current knowledge of Credit Union’s products, services, and marketing promotions.
• Travel to other POPA FCU branches as required, to fill staffing needs at all branch locations.
• Service and balance ATM and coin machines (as applicable).
• Process applications for consumer loans.
• Create, process, and fund loans.
• Comply with all regulations and laws and ensure compliance with all governing regulations, including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and Customer Identification Program (CIP)
• All other duties as assigned.

Knowledge, Skills and Abilities:
• High School degree or equivalent.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment.
• Basic math skills required.
• Availability for any branch assignment is required
• Previous consumer lending experience is highly desirable.
• Minimum of 2 years member services experience in a Credit Union or, financial institution is highly desirable.
• Must be bondable. May be required to qualify as a notary public.

Essential Physical Demands on the Job:
1. LIFTING Lift up to 30 pounds.
2. CLIMBING/BALANCE. Steps or stair climbing, balancing required.
3. STOOPING/BENDING OVER Occasional is unavoidable.
4. STANDING/SITTING Choice of standing, leaning or sitting while working.
5. REACHING Occasional overhead as well as horizontal.
6. HEARING Hearing required to service members.
7. SPEAKING Cultural/regional accents acceptable.
8. VISION Corrected vision 20/20.
9. COLOR VISION No particular color vision requirement.

Essential Environmental Demands on the Job:
1. INSIDE/OUTSIDE Inside environment only.
2. COLD/HEAT General air conditioned environment.
3. WET/DRY Not unusual moist/dry environment.
4. NOISE/VIBRATIONS Light background noise.
5. HAZARDS Non-hazardous environment.
6. FUMES/DUST/ODORS Normally controlled environment.