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Tower Federal Credit Union · 21 hours ago

Branch Member Service Representative I/II

Fort Meade, Maryland, United States

Full-time

Onsite

Entry, Mid Level

$23.06/hr - $32.20/hr

1+ years exp

Tower Federal Credit Union is a member-focused financial institution seeking a Branch Member Service Representative I/II. This role involves providing exceptional service to members, processing transactions, and assessing financial needs to recommend appropriate products and services.

Responsibilities

Serves as the primary contact for all potential, new and existing Members and services all share and loan requests

Interviews, evaluates and underwrites consumer loan applications within loan authority. Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures

Performs monetary transactions and account maintenance updates to include check orders, account distributions, stop payments, ATM/Debit card requests, address changes and account ownership maintenance or issues. Resets Tower Talk 24 and/or Home Banking PINSs

Resolves product or service problems by clarifying the member’s concern; determines the cause of problem; selects and explains the best solution to solve the problem; expedites corrections or adjustment; follows up to ensure resolution

Delivers high level loan and account service to potential, new, and existing members; assesses financial needs; identifies relationship opportunities and matches appropriate products and services to meet their financial needs and the goals of the credit union. Advises Member of relevant account features and/or restrictions and discloses all pertinent account information required by law

Performs administrative duties to support an outstanding level of member service, where timeliness, accuracy and follow-through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statues

Participates in all required credit union compliance and product knowledge training. Applies knowledge gained throughout training to all relevant job duties, demonstrates thoroughness and accuracy of compliance knowledge in all verbal explanations to members and through completing of all required forms and documents

Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality

Reviews features and benefits for products/services and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO. Sells products and services through effective use of sales skills and extensive product and service knowledge. Participates in all levels of the sales process including identifying needs, referral, closing, and follow-up. The incumbent must meet prescribed goals in sales and referrals

Conducts outbound sales calls to members for various credit union initiatives, mainly in the area of automobile and credit card recaptures

Serves as a liaison between other TFCU departments and vendors - FIS, Harland, COOP

Initiates follow-up service calls to existing members to enhance the relationship and to ensure satisfaction with service provided. The incumbent must meet prescribed goals in follow-up calls

Possesses keys and combinations to function as dual authority for access to vaults. Responsible for ensuring dual control when such access is granted

Assures the security of cash drawer and negotiable instruments and attends required branch quarterly security training. (see Teller job description)

Adheres to all MasterCard policies and procedures; creates and activates debit cards and PINS. Ensures this product functions properly and that the member understands the functionality, instructs them on the use of the card through the branch ATM

Assists members with access to their safe deposit box. Ensures that the member is a documented owner of the box, obtains appropriate signatures, and ensures that the box is secure before the member leaves

Obtains and maintains an active commission as a Notary Public in the State of Maryland. This responsibility includes understanding the duties of notaries public and how to properly perform notarial acts for members and non-members, adhering to state notary requirements

Acquires knowledge of US Treasury Savings Bonds and completes transactions for members and non-members regarding bonds to include transfers and redemptions

Participates in the operational processing of branch ATMs to include daily retrieval of member deposits, cash replenishments, and weekly cash settlement with COOP

Possess keys and combinations to function as dual authority for access to vaults, ATMs and TCDs, before, during, and after branch hours. Responsible for ensuring dual control when such access is granted

Performs related duties as assigned