Position Title: Member Service Representative I
Employment Type: Full-Time
Work Setting: On-site
Location: Kentwood Branch – Grand Rapids, MI 49508
Reports to: Branch Leader
Pay Grade: 4 / Non-Exempt
Description
Are you passionate about assisting members in their financial journey and building lasting relationships? Do you excel at problem solving while maintaining a positive, solutions-focused mindset? Members First Credit Union is seeking a Member Service Representative (teller) at our Kentwood Branch. We encourage a better tomorrow by being trustworthy, caring and enthusiastic. Come join our community!
We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!
Primary Purpose
The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.
Essential Duties
“We empower people in their journey of wellbeing”
MFCU is looking for a Member Service Representative who is Trustworthy, Caring, and Enthusiastic in receiving and processing MFCU member transactions including, but not limited to, cash and check processes, deposits, transfers, and loan payments. Assists members with account maintenance and changes. Collaborates with branch staff to cross-sell and increase member share of wallet. Ensures security and compliance procedures are followed in all transactions.
This position is an in-branch/office role, must be available to work 8 a.m. to 5 p.m. M–F, Saturday business hours as scheduled, and some outside of normal working hours for meetings and/or education/trainings.
Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.
Duties and Responsibilities
The following statements are intended to describe the general nature and level of work being performed by this position. Other duties may be assigned to meet business needs.
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Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions
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Remind delinquent members that their payments are due
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Maintain Sales and Service Performance Expectations
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Process member’s cash and check transactions, including deposits, withdrawals, check cashing and loan payments
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Input CTR information electronically and send to BSA Compliance Officer
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Handle inquiries on member’s accounts, statements, and histories
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Process check orders as needed
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Sell Visa Gift and Travel Cards and cashier’s checks/money orders
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Collect any fees as required for services
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Answer phones and handle inquiries
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Process mail as needed
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Assist other departments with clerical duties as required
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Participate and engage in monthly developmental coaching
General Sales Expectations
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Build relationships with current and new members
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Offer products and services that will help improve their financial wellbeing
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Actively participate in Credit Union initiatives and promotions
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Achieve assigned financial service goals
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Assist with the onboarding process that continues to build relationships with new members
Other
Qualifications and Expectations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.
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Strive to exceed credit union, department, and personal goals
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Team oriented
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Highly organized
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Produces accurate work results
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Readily keeps others adequately informed
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Presents a professional image
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Maintains a high level of knowledge about credit union philosophy, products, and services
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Courtesy, tact, and diplomacy are essential; work involves personal contact with others inside and/or outside the organization
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Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being
Physical Requirements
Work Environment
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Must maintain a neat and orderly work area
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Routinely clean and disinfect work areas (e.g., teller stations, desk surfaces, phones, electronic equipment)
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Protect the confidentiality of credit union staff and members by locking doors or removing items from desk/workstation when away
Education and Experience
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Minimum high school graduate or equivalent
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Experience operating a personal computer
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Ability to communicate with members and other staff – clearly and concisely
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Good working knowledge of all credit union products and services
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Skills in Microsoft Word, Excel, and Outlook
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Knowledge of, or the ability to learn Credit Union systems, products, services, and procedures
Education and experience requirements may be waived for Co-Op students.
Qualifications
Education:
Experience:
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
