Member Service Representative 1 at Jersey Shore Federal Credit Union – Egg Harbor TWp, New Jersey

MEMBER SERVICE REPRESENTATIVE (MSR 1)

Job Code: Division

Branch: Department: Member Services

Reports To: BRANCH MANAGER Pay Grade: MSR 1

FLSA Status: Non-Exempt Employee Type: FULL TIME

Prepared By: Areed Bennett/Vanessa Lewis Date Prepared: 02/21/2025

Approved By: BOD Date Approved:

Reviewed & Revised By: Areed Bennett/Vanessa Lewis Date Revised: 03/2025

The Member Service Representative (MSR 1) is responsible for providing a variety of services to credit union members and serves as a liaison between the member and the credit union. The MSR reports directly to the MSR Supervisor.

Essential Duties & Responsibilities

PRIMARY RESPONSIBILITIES:

• Member Transactions:
• Perform routine member transactions including opening new accounts, cashing checks, processing deposits, withdrawals, loan and credit card payments, line-of-credit advances, and account transfers.

• Member Assistance:
• Handle member service-related inquiries and problems in person or over the phone. Direct members to appropriate personnel or the MSR Supervisor when needed.
• Opens new accounts and sub-shares

• Provide Information:
• Offer routine information on credit union services or policies, including eligibility for membership, available credit union accounts, loan insurance, current interest and dividend rates, office hours, locations, and contact numbers.

• Forms and Requests Assistance:
• Assist members with completing all necessary internal forms and documentation.

• Negotiable Instruments:
• Examine negotiable instruments for proper endorsements and negotiability. Report suspicious items to the Branch Manager and secure necessary member identification.

• Account Closures:
• Close accounts per member requests following established procedures.

• Cash Drawer:
• If applicable, balance a cash drawer, prepare related documentation, and maintain the cash drawer within assigned limits.

• Issuance of Financial Products:
• Issue money orders, debit cards and credit union checks.

• Transaction Processing:
• Process transactions received via in branch, mail and night depository boxes.

• Team Meetings:
• Attend departmental meetings and follow up on assigned action items.

• Relief and Additional Duties:
• Assist in other areas in a relief capacity and perform other duties as requested and assigned.

GENERAL RESPONSIBILITIES:

• Policies and Procedures:
• Follow established credit union policies and procedures to ensure quality service to members.

• Data Processing Systems:
• Possess a working knowledge of the credit union’s in-house data processing system and MeridianLink.

• Continuous Improvement:
• Continually question current processes and seek efficiencies for improvement.

• Security Awareness:
• Familiar with the credit union’s Security Policy and follow appropriate procedures in the event of a robbery or extortion.

EXPECTATIONS:

Member Service:

• Treats members with respect, always considering what’s best for the member.
• Maintains confidentiality of member information.
• Interacts with members in a friendly, courteous, and professional manner.
• Strives to improve knowledge of credit union products and services to provide high-quality assistance.
• Seeks opportunities to cross-sell services and products when appropriate.

Attitude and Image:

• Operates in alignment with the credit union’s mission statement and core values
• Projects a positive attitude to employees and members.
• Embraces change and is open to feedback and improvement.
• Adheres to established work hours and policies on personal business during work hours.
• Maintains a professional appearance and follows the dress code.
• Demonstrates high ethical standards and avoids conflicts of interest.
• Communicates honestly and directly with others.
• Maintains confidentiality of sensitive information.
• Strives to perform duties to the best of one’s ability.

Team Building:

• Works amicably with all employees, respecting personality differences.
• Promotes a collaborative work environment that encourages input from all team members.
• Actively participates in departmental meetings and is prepared to contribute.
• Provides support to coworkers, particularly in critical situations.
• Identifies and suggests improvements in processes and systems.
• Consistently meets deadlines and communicates issues in advance.

Professional Development:

• Takes initiative to assume greater responsibility and deepen expertise.
• Pursues continuous education and professional growth.
• Participates in volunteer activities that benefit the community, as personal and family commitments allow.

Qualifications

• MUST BE BONDABLE 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

• None.

Communication

• Maintain open communication with both staff and members, ensuring questions are answered, and concerns are addressed promptly.

Physical Demands

• While performing the duties of this position, the employee is regularly required to sit; use hands to fingers, handle, feel objects, controls; and talk and hear. The employee is frequently required to reach with hands and arms. The employee is required to stand; walk or stoop. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move light objects.

Supervisory Responsibilities

• None

Training/travel

• Required to maintain current educational education pertaining to their specific area(s) of responsibility as well as maintain regulatory training as required. Occasional travel and flexibility in scheduling may be required.
  

Note: This job description is designed to reflect the general nature and level of work performed within this role. It is not intended to be a comprehensive list of duties.

General Sign off

The employee is expected to adhere to all company policies and to function as a role model in adherence to policies. I have read and understand the explanation and job description.

Employee’s Signature Date

This is a part time position: Tuesday, Wednesday and Thursday 7:45 am -4:15 pm