Summit Credit Union · 3 months ago
Member Service Representative
Hickory, NC
Full-time
Onsite
Entry Level
1+ years expSummit Credit Union is seeking a Member Service Representative to provide support in Member Services and assist the Member Service Officer and Call Center Staff. The role involves handling member requests related to credit union services and products, processing account and loan requests, and ensuring member satisfaction through effective communication.
BankingFinancial ServicesPersonal Finance
Responsibilities
Performs within company standards, including, but not limited to: member’s survey results, transaction volume, cross sell referrals and balancing performance
Fast and accurately processes new account and loan requests
Opens and explains accounts using clearly defined guidelines
Takes and processes loan applications using the “Selling is Telling” in order to provide the best solution for the individual member
Completes adverse action form when accounts/services cannot be provided
Orders checks and Visa debit cards or produces in the office when necessary
Understands Individual Retirement Accounts (IRA) in order to open and perform minor transactions
Assists the calls center and oversees member service responsibilities
Logs into call center regularly to minimize the wait queue during peak need in order to meet goals set forth by management
Maintains positive, friendly attitude while controlling the conversation
Provides fast, accurate information
Assists the Member Service Call Center at the direction of the Branch Manager and maintains control of conversation to ensure member satisfaction and company performance measures are achieved
Assists in the teller area as needed
Assists the Branch Manager and maintains a working knowledge of loan processes and procedures
Research member accounts and provides follow up for resolution
Assists with special projects as requested
Performs other duties as requested
Assists members with questions, problems and issues in person and via telephone or in person
Responds to, and initiates member inquiries/requests by telephone, mail, and in person in an efficient and timely manner ensuring member satisfaction and retention
Answers telephone calls in a call center environment and assists callers with services and sales information
Analyzes and resolves problem situations or offers other options
Accepts loan applications, retrieves loan requests and closes with the proper documentation
Research member requests for information
Performs outbound calling as needed
Qualification
Required
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of members or employees of organization
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations
Knowledge of Database Software (Access); Internet Software; Spreadsheet Software (Excel); Contract Management Systems; Design Software; Human Resource Systems; Inventory Software; Order Processing Systems; Project Management Software; Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint); and Lending Platform
Valid driver license and acceptable motor vehicle record
National Mortgage Licensing System
Successfully register for Secure and Fair Enforcement for Mortgage Licensing (SAFE) Act to obtain NMLS Identification number
Notary
NIPR Licensing in NC
Excellent communication and interpersonal skills with the ability to gain the trust of members
Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required
Friendly, courteous, service-oriented, professional, outgoing, and member service oriented
Remain calm and professional in stressful situations
Must be able to work independently and productively with minimum supervision
Recognize problems, identify possible causes and resolve routine problems
Team player with a 'can do' attitude that can work in a fast-paced environment
Ability to establish and maintain professional atmosphere for employees, clients and members
Preferred
Able to work a flexible schedule to include various nights, weekends and holidays
May require some travel on an as needed basis
College Degree or financial background preferred
At least one-year financial call center experience or similar experience in a member service position
Proven proficient teller skills
Must be able to effectively assist co-worker with new policies, procedures, and guidelines
Aptitude for cross-selling services
Company
Summit Credit Union
Summit Credit Union is a credit union that provides banking services to members.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Kim Sponem
CEO/President
Recent News
2025-04-14
2025-03-26
BizTimes - Milwaukee Business News
2025-03-17
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