Member Service Representative II

Job Description Job Description OVERVIEW: Provide an excellent member experience assisting members at the first touchpoint.

MSR IIs have proven results and experience in the MSR role and may assist newer MSRs through training and/or assistance in serving members as needed. Responsible for higher level branch and transactional limits. NOTE: This position requires experience working in a credit union or bank as well as money handling. · Ensure excellent member service, every member, every transaction, every time. · Provide on-the-job training for MSRs; assist on-the-job transactional review, error correction, etc. as necessary to ensure members are served accurately and efficiently at the first touchpoint. · Process all transactions in-branch or over the phone accurately and quickly, open and close new accounts, account transfers, payments, wire requests, ACH forms completion, etc. and resolve member requests in the most efficient manner. · Assist branch leadership in resolving out of balance situations.

Assist MSRs in locating and correcting errors that may cause out of balance situations. · Assist branch leadership in training policies and procedures to newly onboarded MSRs. · Serve as call center / eBranch representative handling inbound and outbound calls within the proper time limits to ensure accurate and excellent member service. · Effectively manage any assigned pipelines (member requests, call-backs, etc.) and follow-up for members to complete the requests in a timely manner. · Meet / exceed established sales and service goals and objectives, including loan referrals, new accounts, member requests, calls per hour, etc. · Assist with preparing loan applications and/or documents as requested; follow up with the members and ensure an effective and efficient closing. · Assist branch teams and/or leadership with special projects and/or requests. · Maintain comprehensive knowledge of SCFCU’s policies, procedures, products, and services. · Other duties as assigned. Company Description With nearly $100 million in total assets, SCFCU has grown to become one of the prominent credit unions in the Memphis metro. We continue to serve a very loyal member base while offering products and services to new members daily.

Our culture here at Shelby County FCU is “member-centric,” meaning we keep our membership top of mind in all we do. Company Description With nearly $100 million in total assets, SCFCU has grown to become one of the prominent credit unions in the Memphis metro. We continue to serve a very loyal member base while offering products and services to new members daily.

Our culture here at Shelby County FCU is “member-centric,” meaning we keep our membership top of mind in all we do.