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Description

**_Valley Credit Union_** _is growing! If you are looking for a fun work environment with great company benefits, Valley is the place for you._ Valley Credit Union maintains a strong culture built around our Vision and Mission. We expect all employees to live by and hold others accountable to our Cultural Beliefs.

VISION STATEMENT

Building relationships with people in our communities.

MISSION STATEMENT

Uniting to achieve your dreams.

Position Summary

The Member Service Representative I provides the highest quality of service to our members, along with building relationships with members and determining member’s financial needs. This position is responsible for conducting teller transactions and cash vault transactions in an accurate and timely manner. The Member Service Representative I maintains current knowledge of products, services, and current promotions and is responsible for the sales and servicing of all bank products and services. This position works with the team to achieve personal goals in the areas of deposit growth, business relationship growth, and consumer relationship growth. The Member Service Representative I is also responsible for providing operational support and exceptional customer service while maintaining essential controls and safeguards. This position answers questions to resolve issues and offers solutions, products and services to improve member’s financial lives.

Requirements

ESSENTIAL DUTIES

Promote the improvement of Valley through quality member service, promotion of products, professionalism in conduct and work ethic.

Maintain a thorough knowledge on all related policies and procedures, rules and regulations, and security procedures for the teller area, including robbery procedures.

Develop and maintain an in-depth knowledge of Valley’s products and services to determine member’s financial needs and suggest the appropriate solutions. Understand each departments’ function in order to answer member questions and determine solutions.

Generate profitable new business for the Credit Union by developing deposit and borrowing relationships. Identify new account cross sell opportunities.

Respond to member questions, obtain member information through asking probing questions, listening and determine the appropriate product or services to cross sell.

Resolve member issues or complaints to the member’s satisfaction. Research required information using all available resources needed and make the determination as to when it is necessary to involve other resources.

Receive checks and cash for deposit to accounts. Cash checks within check cashing limits and process withdrawals. Receive mortgage, consumer loan, and other payments.

Strictly follow cash drawer and check cashing limit procedures. Regularly balance cash drawer during the day. Research and resolve discrepancies. Report any discrepancies to the supervisor, as necessary.

Learn and effectively handle the vault and ATM responsibilities. Order daily supply of cash and count incoming cash.

Assist members with opening accounts, answer questions about products and services and resolve member problems; refer problems that are beyond their authority to a more senior representative.

Input and load loan applications into the system and ensure all loans booked are complete and accurate according to policy.

Assist with the security report. Assist with weekly and monthly internal branch audits.

Assist in balancing procedures and recovering offages.

Assist with night drop and mail transaction following dual control procedures.

Assist with balancing checkbooks, opening accounts, and issuing ATM/debit cards, if assigned.

Answer basic lending questions.

Train new tellers on computer system, procedures and department operations. Approve checks for tellers with lower limits.

Perform any additional duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

Ability to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.

Knowledge of word processing, spreadsheet, email software and use of the Internet. Must be proficient in Microsoft Office programs including Word and Excel.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to demonstrate high levels of accuracy and attention to detail.

Good listening skills and problem-solving skills required. Ability to research member’s accounts, ask probing questions, analyze and suggest products to meet needs and ask for the business.

Ability to read and carry out various written instructions and follow oral instructions. Speak clearly and deliver information in a logical and understandable sequence.

Ability to deal calmly and professionally with diverse personalities and cultures at various levels within and outside of the organization.

Ability to communicate with others inside and/or outside the organization, generally regarding routine matters for the purpose of giving and obtaining information, as well as advising or referring.

Ability to establish priorities, set goals and meet deadlines in an accurate and efficient manner. Ability to effectively handle multiple, simultaneous, and changing priorities.

Ability to exercise courtesy, tact, and diplomacy. Ability to demonstrate highest levels of customer service and discretion when dealing with the public.

Summary

RESPONSIBILITIES & EXPECTATIONS

Demonstrate and consistently follow Valley's Cultural Beliefs:

+ Own It – accountable for work / achieving goals

+ Know It – knowledgeable of products and services to help members

+ Find a Way to Say YES – focus on what we can do

+ Come Together – work well with others / share knowledge

+ Community Servers – positive ambassador

+ Relationship Matters – develop and maintain positive relationships.

Know and understand the mission and vision of the Credit Union. Strictly adhere to the Credit Union's policy of confidentiality, security, professional conduct, and dress.

Maintain a professional image when working with members and coworkers.

Maintain current knowledge of all rules and regulations and perform at all times in compliance with laws and regulations relating to the position and Credit Union.

Develop a thorough knowledge of Valley’s products and services in order to explain and promote them to members and nonmembers based on their needs.

Maintain absolute integrity and high sense of ethical behavior, both on and off the job.

Serve as a representative of the Credit Union by participating in community and civic functions and professional organizations.

SERVICE STANDARDS

Create a positive and personal experience at each touch point.

+ Greet all members with a genuine smile.

+ Provide my member with fast and efficient service.

+ Be professional in all aspects of my service.

+ Ask my member what else I can do for them.

+ Stand up to greet my member and walk them into my office if applicable.

+ Shake my members hand, when appropriate.

+ Thank my member by name and walk them to the door, when appropriate.

Be knowledgeable so that I may provide solutions for members that exceed their expectations.

+ Learn our product and services so that I can educate our members.

+ Listen to the member and suggest products that would most benefit them.

Be a positive co-worker.

+ Help my co-workers whenever I can.

+ Be positive and provide encouragement.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

EDUCATION and/or EXPERIENCE

Associate degree (AA) or equivalent from two-year college or technical school; minimum one year related experience and/or training or equivalent combination of education and experience.

Previous financial experience preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit and/or stand; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Able to routinely perform work on computer for an average of 6-8 hours per day, as necessary.