Member Services Representative I chez Whitefish Credit Union

WHITEFISH CREDIT UNION

POSITION DESCRIPTION

Position Title: Member Services Representative I

Organizational Relationships: Reports to Branch Manager or Consumer Loan Manager

Supervisory Responsibilities:              N/A

General Function:       Serve as professional, knowledgeable and friendly “face” and “voice” of Whitefish Credit Union’s member service and lending. Direct Members to appropriate personnel and / or Departments, as needed.  Open new member accounts, processes loan requests from Members for personal lines and loans.  This individual will also provide Member services such as notary, payment processing, research, etc.  

Position Functions:

• Process all personal loan/line requests, excluding residential mortgages, for prospective Members and existing Members, up to assigned limit.
• Be the primary contact for opening of accounts, within established regulations, policies and procedures.
• Provide Member services such as teller transactions, transaction research, process wire requests, notary services, answer questions concerning accounts and provide general information to the public about the Whitefish Credit Union.
• Be the Whitefish Credit Union product expert to match them to Member needs.
• Answer all incoming phone calls proactively, promptly and professionally.
• Perform all tasks and projects which are requested and required by supervisor, senior management, and organizational need.
• Receive and announce Members, vendors and other guests to the Whitefish Credit Union in a prompt and professional manner, and direct to appropriate personnel or department.
• Correct Member contact information as needed.
• Maintain ongoing communication with Supervisor and senior management, informing them of all pertinent problems, new developments, changes and other important information.
• Report to work on time and as scheduled.
• Perform other duties as assigned.

Position Requirements:

• Ability and willingness to learn Whitefish Credit Union history, philosophy and organizational structure.
• Ability to learn basic Teller and Loan Officer functions.
• Knowledge of NCUA insurance and IRA guidelines/procedures.
• Ability and willingness to maintain notary licensure.
• Ability to communicate effectively in person, in writing and over the phone with all internal and external stakeholders.   Courtesy and tact are essential.    

• Ability and willingness to interact calmly and professionally with people from all backgrounds.

• Ability to multi-task, prioritize and organize day-to-day responsibilities with attention to detail and timeliness. 
• Ability to follow oral and written instructions.
• Ability to work with others in an effective manner, listen well, share work-related information and be tolerant of others’ work styles.
• Competent with Microsoft Office; ability and willingness to work with a variety of office equipment and software systems.

• Ability to lift up to 15 lbs., with or without accommodation.

• Complete mandatory annual BSA training that includes Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, as well as the safe keeping of member information, and passes any applicable tests.
• Follow all Whitefish Credit Union, Montana and Federal information privacy guidelines.
• Adhere to all Whitefish Credit Union policies and procedures.
• Protect Member and Whitefish Credit Union confidential information.

Required Education and Experience:

• High school diploma or equivalent.
• 1-3 years professional member service experience.
• 1-3 years professional banking or credit union experience.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by management at any time.  Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.