Member Service Representative III

The MSR III independently performs a full range of member service sales and operational functions while requiring minimal supervision as they serve as part of the management team. The MSR III oversees workflow serve as a key holder assists members supports staff throughout the day and assists in coaching and training of staff and new team members. Additionally the MSR III is responsible for delivering exceptional service to members by assisting with their financial needs promoting credit union products and services and ensuring member satisfaction. This role involves processing transactions opening accounts providing information on loan products and the ability to input applications and disburse loans. The MSRIII also helps members manage their accounts resolve any issues and ensure compliance with regulatory requirements while assisting staff throughout the day.

Key Responsibilities:

• Adheres the FHCU Service Standards as established.
• Performs all Branch MSR duties and responsibilities with minimal supervision.
• Acts as first point of contact for branch personnel regarding member issues or complaints assisting with resolution within authority level assigned and escalating issues to a supervisor when necessary.
• Coaches and assists with both training new team members joining the branch and the existing staff to ensure completion of operational sales and service duties.
• Contributes to branch sales goals by engaging members in dialogue to determine their financial needs and recommending products or services that meet those needs using various sales techniques.
• Acts as key holder on rotating basis performing branch opening and closing responsibilities.
• Makes recommendations to supervisor for improvements within the branch that would result in improving the delivery of service to the membership.
• Works as a team member of the office in assisting in the daily functions of operation.
• Represents the credit union at Select Employer Group (SEG) events as requested.
• Directs workflow of staff in absence of the Regional Manager and Assistant Branch Manager.
• Participates in available credit union selfdevelopment education programs and required compliance courses through selfstudy and the credit unions training department.
• Performs other duties as assigned.

Qualification Requirements:

Education:

• High School Diploma or GED
• Associates or Bachelors degree preferred

Experience:

• Minimum of two 2 years as an MSR II or similar role within a financial institution
• Prior sales experience
• Experience coaching and training others preferred

Skills & Competencies:

• Thorough knowledge of credit union services policies and procedures
• Comprehensive knowledge of banking regulations
• Proficient with Microsoft Office Suite Outlook and using the Internet
• Highly proficient with credit union software programs
• Excellent communication and interpersonal skills
• Excellent customer service skills
• Ability to remain professional and act as a role model for others
• Ability to work with minimal supervision and exercise judgement
• Intermediate to advanced knowledge of Sales techniques
• Ability to coach and train others
• Available to travel to other branches when required
• Minimum of 2 years experience in financial services with a strong background in lending sales and member service.
• Previous leadership or supervisory experience required preferably in a credit union or banking environment.
• Strong knowledge of consumer lending regulatory requirements and loan processing.
• Proven ability to drive sales while maintaining exceptional member service standards and operational efficiencies.
• Excellent leadership and team building skills with experience in coaching.
• Strong problem solving and decisionmaking abilities to address member concerns and operational challenges effectively.
• Knowledge of credit union products services and compliance regulations.
• DNA core system experience is a plus but not required

Physical Requirements:

The physical demands require a person to be able to stand for a period of up to eight 8 hours per day and lift items estimated in weight of 510lbs or more and perform repetitive hand movements on a keyboard

Americans with Disabilities Act (ADA):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of the position. If you need to request an accommodation please contact Human Resources atext. 5104 or via email to

First Harvest Credit Union is an Equal Opportunity Employer/Veterans/Disabled

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities duties and skills required of personnel so classified. Furthermore they do not establish a contract for employment and are subject to change at the discretion of First Harvest Credit Union.

Required Experience:

Unclear Seniority