Universal Member Services Representative

1St Advantage Federal Credit Union Grafton , VA 23692

Posted 3 months ago

1st Advantage Federal Credit Union is currently accepting applications for a Full-Time Universal Member Services Representative (Universal MSR) for our Grafton branch in Yorktown, VA. The selected candidate must be available to work 40 hours per week between the hours of M-F, 8:00-6:30 and rotating Saturdays from 8:00-1:30. This position is responsible for performing a wide range of member service functions such as opening/closing accounts, sale referrals and handling member servicing issues. This position will also support the teller line functions through assisting members with their financial transactions involving paying and receiving, handling of negotiable instruments and appropriate cash management. This dual role will support the sales initiatives of the branch by offering credit union products and services, cross-selling, and referring loans and business partner services accordingly and will provide assistance in various areas of branch/retail operations as needed.

Essential Functions & Responsibilities

  • Opens new accounts to include all checking, savings, certificates, trusts, business, and organizational accounts, confirming all proper documentation is used for account opening. Ensure that proper disclosures are provided in accordance with credit union policy. Accepts accountability, maintains accuracy, and ensures security of all negotiable items and privacy of our members. Completes all maintenance requests on member accounts in a timely manner.

  • Provide information to current, new, or potential members concerning membership eligibility, types of accounts, loan products, services, and member benefits. Actively listens to members and effectively offers appropriate products and services. Increase cross sales and member referrals. Consistently meet or exceed performance goals as established by management.

  • Receives and processes member financial transactions, including deposits, withdrawals, transfers, payments, issuing money orders, cashiers checks, gift cards and handles basic account inquiries. Has proficient knowledge of check hold policies with the ability to make check hold decisions. Demonstrates a strong knowledge of regulations pertaining to account transactions to include trusts, estates, IRAs, VA UTMA, and loan products. Manage the operational integrity of personal cash drawer, vault, TCD and has a solid understanding of audit policies and procedures.

  • Responsible for maintaining, enhancing, current and potential membership. This could include making sales, courtesy calls in effort to retain current membership and bring in new business.

  • Maintain a comprehensive knowledge of Bank Secrecy Act and Patriots Act.

  • Proactively demonstrate the 1st Advantage FCU core values of integrity, trustworthiness, teamwork and excellence for all members and colleagues.

  • Perform other job-related duties as assigned

Performance Measurement

  • To adhere to all major duties and responsibilities as assigned.

  • To maintain a thorough knowledge of policies, procedures, and trends in the credit union industry.

  • Member service functions are efficiently, effectively, and accurately performed in accordance with policies, procedures, and legal standards.

  • Demonstrate proficient knowledge of credit union products and services, to include all types of account offerings and consumer lending products.

  • Balance cash drawer proficiently both in cash and non-cash transactions, having no reportable outages or charged back fraud items.

  • Achieve the minimum of 100% on individual assigned production goals.

  • Proactively seek sales opportunities to cross-sell or refer members accordingly.

  • Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.

  • Maintain the work environment with a businesslike appearance. Uphold 1A image standards.

  • Maintain open communication between all colleagues, departments, leadership, and members.

  • Maintain a dependable record of attendance and timeliness.

  • Completion of other tasks as assigned.


Education Highschool education or GED

Experience 1 to 3 years of similar or related experience in a full-service credit union or bank.

Interpersonal Skills

Work involves extensive personal contact with others, may be of a sensitive nature, conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discernment.

Other Skills

Excellent organizational skills and attention to detail, 10 key calculators with basic knowledge of credit union systems, products, and services. Familiarity with positions related laws and regulations to include Reg CC, Truth in Savings, Truth in Lending, CIP, Bank Secrecy Act, and the Patriots act. The ability to work well independently. Excellent written and oral communication skills with proficiency in Word, Outlook, and Excel etc.

Physical Requirements

Talking-Especially where one must frequently convey details or important instructions, ideas, etc. accurately, loudly, or quickly.

Average Hearing-Able to hear average or normal conversations and receive ordinary information.

Finger Dexterity-Using primarily just the fingers to make small movements such as typing, picking up small objects or pinching fingers together.

Repetitive Motion-Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities-Average, ordinary visual acuity necessary to prepare or inspect documents, products or operate machinery.

Physical Strength-Sedentary work; sitting most of the time. Exerts up to 25 lbs. occasionally.

Work Environment Standard office work environment


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Universal Member Services Representative

1St Advantage Federal Credit Union