We have a full-time position available in our Manitowoc Branch for a Member Service Representative. MSR II’s are trusted advisors and have exceptional service and sales skills to build loyalty while promoting products and services that benefit the member. MSR II’s are dedicated to continually improving their product knowledge, along with their service and sales skills, in order to provide value to our members and prospective members by uncovering needs and recommending solutions. MSR II’s actively demonstrate the “Fish Philosophy” principles, our “Creating Member Loyalty” service and sales culture and our “United for You” service promise. They take personal responsibility for outstanding member service while contributing to a sales environment that focuses on either closing sales that benefit the member, or referring them to the appropriate credit union employee for closing the sale. MSR II’s are confident and engaged team members who believe in working collaboratively to meet or exceed goals, UnitedOne’s mission, strategic objectives, and promote the overall success of the credit union.
- Minimizes the risk of doing business by using good judgement and ensuring compliance with sound practices, work rules, policies/procedures, laws, and regulations. Protects member and credit union information/data by making confidentiality a priority. Maintains personal responsibility for researching, troubleshooting, and resolving member and internal inquiries efficiently and in a timely manner. Shows accountability by researching and reporting all posting errors, variances, and exceptions. Contributes to a safe environment for members and team members by following security/safety/robbery measures and loss prevention methods.
- Fosters and demonstrates our “Creating Member Loyalty” service and sales culture, "United for You’ service promise, and Fish Philosophy principles to exceed expectations and support the strategic goals of the credit union. Understands that UnitedOne is dedicated to delivering an exceptional member experience that’s unlike any other by demonstrating it with every interaction. Takes great satisfaction in helping members develop lifelong relationships with us. Highly skilled in uncovering members’ needs and recommending products and services that benefit the member and build loyalty. Demonstrates strong listening skills and the ability to focus, paraphrase, and empathize with others. Determines eligibility for membership, opens/closes accounts and loans, and processes member inquiries. Ensures timely follow up with members to address concerns, thank them for their business, and follow through on quality leads and activities generated through referrals and other sources.Maintains personal responsibility for requests and follows through to resolution in a timely manner. Educates, encourages, and sells members/guests on the use of alternative delivery channels including PTM’s/ATM’s, Mobile Banking/Mobile Deposit, Bill-Payer, P2P, and other ancillary systems.
- Demonstrates an enthusiastic, positive attitude, and genuinely enjoys working with people. Fosters a sense of collaboration by proactively assisting co-workers and other departments with requests and tasks as we adhere to the credit union’s mission and strategic goals. Utilizes their strong interpersonal skills to work effectively and diplomatically with a diverse group of individuals in various degrees of sensitive, confidential, and sometimes stressful situations.
- Is motivated, engaged, and excited to achieve goals and initiatives. Skilled at using TIPS action steps, as required to originate and close loan applications. Offers all loan protection products consistently to each eligible applicant, outlines product benefits as a means to allow members to make an educated, well informed decision. Actively participates in skills practice sessions, service and sales meetings, coaching sessions, team meetings, and other opportunities to continuously build skills and strategize methods for success. Holds themselves accountable for meeting or exceeding established goals and initiatives and proactively utilizes tools and other planned activities to drive performance results. Demonstrates reliability through regular and consistent attendance, meeting deadlines, and being responsive to the needs of others.
- Monitors branch activity by actively using telephone and lobby queues to minimize wait times and ensure goals and service standards are met. Assists with a wide variety of member services including consumer loans, credit cards, opening/closing accounts, account assistance and other requests while using the credit union’s CRM and other tracking systems to document information. Ensures timely follow up with members to address concerns, thank them for their business, and follow through on quality leads and activities generated through referrals and other sources.
- The above list of duties is not meant to be all inclusive, and other duties may be assigned, as necessary.
- Cultivates community awareness and supports the credit union’s community involvement and business development efforts. Serves as an active member of the community by volunteering and participating in community events on behalf of UnitedOne Credit Union and promoting the benefits of membership.
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