Job Details
Member Service Representative
Description This opening is for our Clinical Center Branch located in the NIH Campus at *Bldg. #10; Room B1-C25 9000 Rockville Pike
Bethesda, MD 20892. The Clinical branch currently operates on limited open hours.* Floating is a requirement for all frontline openings and this position will have a split schedule between Rockville and Bethesda until Clinical Branch is back to regular schedules.
**We are looking for more than just an employee, we are looking for a true team member dedicated to enhancing the member experience! Come join the credit union movement and** ***Discover Banking With Heart*** **at NIHFCU!**
*At NIHFCU, one of our core values is investing in our employees, which is why we offer*
*perks like these:*
* Benefit Package for all Full time employees includes health, dental, vision, Life insurance benefits*
* 401(K) and profit sharing*
* Tuition Reimbursement*
* Career Advancement and development*
* Credit Union Membership with discounted services and products*
**GENERAL SUMMARY**
Responsible for: Under general supervision, but following established policies and procedures performs a broad range of delivering excellent member service activities in person, by mail, and/or by telephone. Answers questions concerning services provided by the credit union from members and staff. Must possess excellent interpersonal communication skills and the ability to represent the credit union in a courteous, professional manner. Perform duties of a Loan Processor. May function as a Teller when needed.
**MAJOR DUTIES AND RESPONSIBILITIES**
*Member Service:*
* Consistently adhere to Operational Procedures, Controls, and Services Levels consistent with NIHFCU standards.
* Provide prompt, efficient and accurate quality member service.
* Ability to demonstrate quality member service in a high pace branch environment to include interactions with Members and peers.
* Possess effective verbal and written communication skills; effectively prepare Member correspondences through accessing appropriate systems.
* Maintain a working knowledge of monetary transactions with the ability to accurately process New Member Accounts, IRA Accounts, Certificates, and various NIHFCU products and services.
* Ability to effectively operate Safe Deposit Box software and hardware where applicable.
* Assists with balancing and auditing branch functions to include ATM, CDM/TCD and negotiable items, etc.
* Perform Teller responsibilities as assigned.
* Research information and analyze problems effectively. Determines viable options to solve Member issues and choose the best course of action.
* Resolves product or service problems by clarifying the members concern/complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Sales, Service and Referrals:
* Meet established Sales, Service and Referral Goals and other initiatives as assigned.
* Knowledgeable in promoting, cross-selling and referring Credit Union products and services with the ability to explain benefits and features.
* Makes "outside" sales and member service calls on present and prospective members within the branch's market area.
* Assist the Branch Manager in leading the Team in achieving their assigned Sales, Service, Referral, Member Satisfaction and other goals/initiatives as assigned.
* As Assigned, attend/set-up and run marketing event tables at onsite events such as Employee Orientations, Benefits Fairs, etc.
Loan Officer Skills:
* Knowledge and ability to explain general lending policies and practices with the use of lending software. Interview loan applicants, gather and input required information for credit application, explain loan options, rates, and collateral requirements and disburse loans upon approval. Inform Members of loan decision; discuss loan alternatives.
* Ensure that all loan documents are completed before processing the loan request.
Accountabilities:
* Demonstrate a professional image when representing NIHFCU (grooming, clothing, tone of voice, mannerism, etc.).
* Maintain a dependable record of attendance and timeliness.
* Report to the position Supervisor, Risk Management, the VP of Human Resources or to the complaint vendor any actual or suspected fraud or financial dishonesty or wrongdoing involving Member transactions, Employees, or NIHFCU.
* Alert to Counterfeit Items, Red Flags (Identity Theft Prevention), Forgery (Checks, Money Orders, Travelers Cheques, etc.)
* Thorough knowledge and understanding of all equipment functions/operations and applicable software in the branch.
* Must successfully obtain Notary Commission within ninety (90) days of hire.
* Access Member and Associate personal and financial information only as required by the job. Maintain the confidentiality and security of all Member and Associate personal and financial information in the course of NIHFCU employment.
* Ensure that work practices, results and processes comply with relevant laws and with established NIHFCU policy, procedure and practice standards.
* Attend required training and take initiative to maintain and develop needed knowledge and skills required to maintain effective performance. Complete required Compliance and assigned online training courses within specified periods.
* Access Member or Associate personal and financial information only as required by the job. Maintain the confidentiality and security of all Member or Associate personal and financial.
* Ensure that work results and processes comply with relevant laws and with established NIHFCU policies, procedures, and practices.
* Report to the position supervisor, Risk Management, the VP of Human Resources or to the complaint vendor any actual or suspected fraud or financial dishonesty or wrongdoing involving Member transactions, Associates, or NIHFCU
* Perform other related work as assigned and initiative using available resources to achieve established goals.
* Cover/Float to other branches and/or work extended hours to include Saturdays as determined by Management.
* The ability to be bonded.
Requirements **Floating:** May be transferred to other Branches and Branch Administration Departments as assigned by Management. All employees are required to float as assigned and travel to other branches on a regular basis. Not all branch locations are accessible by Metro or Shuttle. In such cases, the Employee assigned, as the first point of contact to covering one such branch should be in a position to cover the branch at short notices within a reasonable timeframe. Reliable transportation to cover branches is solely the responsibly of the employee.
**EDUCATION & EXPERIENCE:**
Bachelor's degree preferred. High school diploma or equivalent (GED). Minimum twelve (12) months financial institution experience and/or at least two (2) years of outside sales and business development experience with a demonstrated ability to build customer leads and relationships required. Previous teller or cash handling experience preferred. Minimum six (6) months experience in lending function involving loan processing and origination preferred. Ability to function in a financial institution environment and utilize standard office equipment including but not limited to PC, fax, copier, telephone, etc. Proficient with Microsoft Word/Windows. Attention to detail and accuracy.
**REQUIRED COMPLIANCE COURSES:**
Ensure that work results and processes comply with relevant laws and with established NIHFCU policies, procedures, and practices, including, but not limited to, the Bank Secrecy Act (BSA).
Attend all required training or complete and pass all online required training courses as applicable.
*NIHFCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or an