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Member Service Representative (MSR) II

Eagle Community Credit Union – Santa Ana, CA

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Summary: Provides exemplary service to members by accurately and efficiently handling their financial and loan related transactions in person or by phone, and by assisting members to increase the profitability of their business relationship with the credit union. To meet service and sales goals. To embody the Credit Unions core values of Professionalism, Integrity, and Engagement.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Opens and processes all transactions relating to new accounts, certificates, and IRAs.
  • Inputs member transaction requests for account data changes, deposits, cash withdrawals, transfers, check withdrawals, loan payment, travelers checks, savings bonds, and money orders.
  • Accurately answers member questions regarding credit union products, services, and general credit union policies in a friendly and courteous manner by phone or in person.
  • Inputs loan applications, follow up on loan decisions and fund loans.
  • Consistently balances to computer-generated totals within the required timeframe.
  • Follows credit union policies and procedures to protect the credit union from exposure to loss or fraud.
  • Meets or exceeds assigned performance standards and goals pertaining to member utilization of credit union products and services.

SECONDARY DUTIES AND RESPONSIBILITIES

  • Stays informed of credit union products, services, procedures, new developments, and knowledge of the competition and their products.
  • Works to increase knowledge in sales and service, technical skills, and professional development through available internal and external resources.
  • Demonstrates proficiency and ability of core competencies as periodically required of the position.

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: High school diploma or general education degree (GED); or six months to one year related experience and/or training or equivalent combination of education and experience.

Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Math Ability: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: 10 Key, Word, Excel, Outlook, and Internet. Symitar knowledge preferred.

Certificates and Licenses: No certifications needed.

Supervisory Responsibilities: This job has no supervisory responsibilities.

WORK ENVIRONMENT: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Primarily in-door office work with quiet to a moderate noise level.
  • Occasional work outside the office.
  • Travel requirements - occasional local travel.
  • Special schedules - position required to work Saturdays.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The employee must occasionally lift and/or move up to 10 pounds.
  • Specific vision abilities required by this job include close vision.
  • The employee is regularly required to talk or hear.
  • The employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms.
  • The employee is occasionally required to stoop, kneel, crouch, or crawl.

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