Member Services Representative III (Port St John) - Launch Credit Union

Position Summary:

The Member Services Representative III (MSR III) is responsible for providing exceptional service to members by listening to their requests and offering appropriate solutions. MSR IIIs interacts with members face-to-face in a fast-paced environment. The incumbent assists members with loan requests (consumer and real estate), opening and closing consumer depository (savings, checking, IRAs, etc.) and business accounts, issuing debit cards and credit cards, wire transfers, disputes, and fraud. MSR IIIs must be proactive in referring Launch Credit Union products/services to every member to enhance their financial wellbeing.  

The MSR III assists’ members with various types of transactions, exams checks, and balances their cash drawer each day.  MSR IIls are also responsible for following all safety and compliance procedures to protect the assets of Launch Credit Union and its members, communicating effectively, and promptly resolving member concerns. 

Primary Responsibilities:

1. Identifies member needs and recommends appropriate products/services using credit reports and member information. Refers the member to appropriate business partner if applicable.
2. Conducts consumer, business, and real estate loan interviews and sends applications to loan underwriting for review and decisioning. Follows-up to determine the status of the loan. Provides regular updates to members. Disburses loan proceeds to members. 
3. Identifies member needs and recommends appropriate products/services using credit reports and member information. Refers them to appropriate branch representatives and/or business partner of applicable.
4. When appropriate, offers debt protection products (e.g., GAP Insurance, Credit Life and Disability, etc.) to members.  
5. Assists members with various services, including opening and closing consumer depository (savings, checking, IRAs, etc.) and business accounts, updates to existing accounts, safe deposit boxes, issues debit and credit cards, disputes/fraud, stop payment orders, wire transfers, etc. 
6. Ensures members meet credit union membership eligibility requirements.
7. Assists members with credit union Digital Services products and services including troubleshooting
8. Processes a variety of transactions (i.e., deposits, withdrawals, transfers, loan payments, check cashing, buys, and sells cash etc.). 
9. Examines checks for validity and processes them through the check scanning system. Determines and places applicable holds on checks in accordance with Reg. CC. Reviews alerts placed on member records and responds accordingly.
10. Balances cash drawer and checks daily.  Accurately accounts for all cash and monetary instruments.  Follows and completes all cash handling and balancing procedures.
11. Verifies the member’s identity and communicates with members according to service standards.
12. Meets production goals.
13. Resolves member issues promptly and professionally.  
14. Maintains the highest level of confidentiality with all information obtained. 
15. Monitors the member-tracking system and assists members in a timely manner.
16. Contacts Member Solutions regarding member payments when applicable.
17. Follows and ensures compliance with all operational procedures that are required to maintain
accuracy, manage risk, prevent fraud, and protect members.
12. Ensures documents are completed accurately and saved to Launch Credit Union’s document retention system.
13. Places outbound calls and emails regularly to members to follow-up on services provided, recommendations, new product launches, and improve/deepen relationships with members.
14. Follows and ensures compliance with all operational procedures that are required to maintain accuracy, manage risk, prevent fraud, and protect members.
15. Processes a variety of transactions (i.e., deposits, withdrawals, transfers, loan payments, check cashing, buys, and sells cash etc.). 
16. Examines checks for validity and processes them through the check scanning system. Determines and places applicable holds on checks in accordance with Reg. CC. Reviews alerts placed on member records and responds accordingly.
17. Balances cash drawer and checks daily.  Accurately accounts for all cash and monetary instruments.  Follows and completes all cash handling and balancing procedures.
18. Completes the End of Day balance sheet.

Other Responsibilities:

1. Develops, maintains, and demonstrates a working knowledge of credit union loan and
member service standards, policies, procedures, and applicable state and federal
regulations.
2. Participates in community and marketing events.
3. Refers members to an Investment Services partner.
4. May notarize documents for members.
5. May assist with branch audits.
6. Assists other MSRs as needed.
7. Completes the End of Day balance sheet and ensures the branch balances with the
Accounting Department.
8. Sorts the daily work for the branch.
9. Checks email for updates.
10. Processes and balances the ATM and posts night drop transactions.
11. Prepares coin bags to ship to Brinks.
12. Follows all Launch Credit Union policies and procedures.
13. Completes all training assignments in a timely manner.
14. Attends all meetings and training sessions as required.
15. Performs other duties as assigned.

Supervisory Responsibilities:

None

Education, Experience, and Skills Required:

1. A minimum of three years of similar or related experience.
2. A minimum of two years experience in identifying member/customer needs and offering
technical and sophisticated products and/or services to meet those needs.
3. A minimum of two years experience working in a production driven environment subject
to individual performance, referral and/or production goals.
4. Have or ability to obtain an NMLS (Nationwide Mortgage Licensing System & Registry)
license.
5. A high school education or GED.
6. Excellent interpersonal skills, including displaying courtesy, tact, and diplomacy during
personal contact with others inside and/or outside of the organization for purposes of
giving or obtaining information, building relationships, or soliciting cooperation.
7. Excellent written and verbal communication skills.
8. Demonstrated ability to build rapport and establish trust and confidence with
members/customers.
9. Very strong mathematical skills and accurate cash handling skills.
10. Must be proficient with the use of computers with a demonstrated ability to quickly learn
software applications, multiple programs, and systems.
11. Must be knowledgeable or have a demonstrated ability to quickly learn the credit union
products, services, policies, and procedures, including digital services.
12. Demonstrated ability to learn and understand how to read a credit report.
13. Must be knowledgeable or have a demonstrated the ability to quickly learn and
understand the applicable regulations for the position (i.e., Reg B, D, Z, CC, BSA, TISA,
etc.).
14. Detail oriented, organized, able to work under pressure, and able to adapt to change.
15. Excellent judgment, decision-making and problem-solving skills.