Member Service Representative

Dupaco Community Credit Union

This position is responsible for strengthen member service by ensuring accuracy of data at both the account level and member level.  A solid knowledge of credit union processes and procedures will be put to use working with trouble shooting and roll out of new products. This role will test processes, update core data and review system upgrades for the deposit and member functions of the credit union. This role serves as an extension of the voices Member Service team also assisting members via the phone.

•    Provide quality service to members, potential members and coworkers.
•    Demonstrate teamwork and professionalism in all interactions with coworkers.
•    Promote a professional image of the credit union at all times.
•    Perform account level clean up and maintenance including check backs to ensure that data is accurate in our systems.
•    Maintain a working knowledge of the systems utilized for the deposit and member service functions in order to research and trouble shoot errors.
•    Maintain a working knowledge of policy and procedures to assist with audits, report review, managing exceptions and error resolution.
•    Testing of software enhancements and recommendations for software improvements including Workflow, Deposit Pro and Phoenix updates.
•    Responsible for required reporting of deposit functions to outside parties such as the state and federal entities.
•    Back up the Member Service Representatives and take calls from members to support that team.
•    Working knowledge of shared branching and the ability to trouble shoot and support that initiative.
•    Participate in project teams contributing to the development and rollout of new initiatives.
•    Assist in product rollout and follow-up by testing and troubleshooting during the design phase of new products.
•    Understand the technology that is available to members and demonstrate how to use it.
•    Work with outside vendors to understand, train and set policy on 3rd party products such as ClickSWITCH, Lanugage Line and Deluxe.
•    Serve as primary contact for escalated member service issues throughout credit union.
•    Manage tickets and enter cases in to SysAid for member service processing.
•    Perform other duties as assigned.

•    High school diploma or equivalent.  
•    Member Service experienced, preferred. 
•    Proficiency in computers; ability to learn in-house application software knowledge and the ability to manage various accounting programs and systems.
•    Demonstrate complex problem solving and strong decision-making skills to solve problems in a timely manner. 
•    Strong interpersonal and communication skills to represent the Credit Union in a positive and professional way when dealing with membership, vendors, other financial institutions and other staff members. 

•    Minimum discomfort from noise, heat, dust, etc.
•    Length of working day can be unpredictable at times.  May have to work longer hours due to computer failure, unusually heavy member traffic, or other unexpected events.
•    May be required to sit or stand for long periods of time.
•    May be exposed to a potentially hazardous condition - robbery.  (Receives very detailed instructions and procedures to be followed to minimize the risk of robbery.)
•    Physical requirements:  occasional lifting (up to 20 lbs), keyboarding, and phone use.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations in compliance with the American Disabilities Act (ADA) may be made to enable qualified individuals with disabilities to perform the essential functions listed above.

This job description is subject to change at any time.


Applying for:

Member Service Representative

Dupaco Community Credit Union

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Job ID: 76517

Posted 14 days ago

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