Member Services Representative

Role:

The Member Services Representative is responsible for assisting members, potential members and other

employees with their questions and requests. He/she needs to understand and be able to explain basic IRA, Share, Loan, Mortgage and Visa related products and services, responds to problems, processes member's

requests received via web, e-mail, fax, online/mobile banking, or mail and processes death claims, POA, and trust accounts.

Essential Functions & Responsibilities:

• Answers Member Services queue calls and assists members with Share, Loan, Mortgage and

Visa related products and services and basic IRA questions, including but not limited to chapter

accounts’ inquiries, open/close of Certificate of Deposits, account/share closure requests, process

transfer/ACH/wire requests, check orders, check disbursal, answers basic loan/mortgage/Visa

questions, processes Visa card capture/reissues requests, travel notes, basic fraud/dispute

questions, Apple Pay/Google Pay Token requests, Stop Payments, and ACH dispute process

information. May handle cash transactions. Completes daily work folder requests. Scans account

related documents. Assures that appropriate records are maintained.

• Processes death claims, power of attorney (POS) trust accounts, account update forms,

verification of deposits, certificate disclosures, change of address/contact, Skip-A-Pay/Extension

requests, returned mail and other requests via web, e-mail, fax, online/mobile banking, and mail.

• Backs up front desk; backs up the Poster when needed.
• Performs other related duties as assigned.

Performance Measurements:

1. To provide friendly, prompt, accurate and high quality service and support to all members and associates.

2. To carry out assigned responsibilities according to established department standards.

3. To proactively seek opportunities to cross sell products and services for the betterment of our members.

4. To process member transactions with 99.5% accuracy.

5. To ensure member's request get updated and scanned into the system on a daily basis.

6. To ensure cash drawer and checks are balance on a daily basis if applicable.

7. To maintain all assigned files, so they are current with all filing to be completed daily.

8. To complete other assigned projects in a timely manner.

9. To maintain a dependable record of attendance and timeliness.

10. To comply with Credit Union's security policy and other policy and procedure if applicable.

Knowledge and Skills:

• Experience - One year to three years of similar or related experience.
• Education - A high school education or GED.
• Interpersonal Skills - Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.
• Other Skills - General computer operations, MS Word, Excel, and Outlook. Good diction and the ability to communicate effectively verbal and in writing. Must be detail oriented and good with numbers. Able to operate a 10-key calculator. Able to multi-task.
• Physical Requirements - This position is mostly operates from a desk. Physical activity is generally limited to lifting small boxes or items less than 20 lbs. Must be able to sit for extended periods of time. Work Environment Typical office environment.

Signature Federal Credit Union has proudly served members since 1970, supporting associations, businesses, alumni groups, and charitable organizations with trusted financial solutions. We provide comprehensive products and personalized resources designed to meet both everyday needs and life’s once-in-a-lifetime moments. As a full-service credit union, we are committed to helping our members build stronger businesses, families, and futures.