MEMBER SERVICE REPRESENTATIVE - Michigan Schools & Government Credit Union : Job Details

**Member Service Representative**

**Department:** Retail Services **Location:** St Clair Shores, MI

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for more than 67 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 17 branch offices in Macomb, Oakland and Wayne counties, over 375 team members, 135,000 members, $3 billion in assets, and a 96% member satisfaction rating for two decades. We are a caring organization that strives to ensure our culture is inclusive, equitable and allows everyone to reach their full potential. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press nine years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Member Service Representatives will work an average of 40 hours per week during our branch hours: Monday-Wednesday 9am-5pm, Thursday and Friday 9am-6pm, and Saturday 9am-1pm.

**Overview of Responsibilities:**Performs a broad range of member sales and service functions to deliver the desired member experience. Focuses on listening to identify member needs by asking questions and offering solutions in order to build loyal member relationships. Works as a productive, cooperative, and engaged team member to serve members and reach individual and branch team goals.

**Essential Duties and Responsibilities:**

* Uses a consultative approach when serving members, asking high impact questions to identify and meet member needs, both perceived and unperceived. Listens for member cues and uses in depth knowledge of our products and services to cross sell and offer solutions for member needs by focusing on the benefits and value to the member.

* Follows MSGCUs service standards and completes member service responsibilities with focus and understanding in order to ensure accuracy. Member service responsibilities include, but are not limited to: processing loan applications, opening new memberships, opening IRAs, and setting-up automated services.

* Understands and follows MSGCU policies, procedures, and guidelines. Effectively explains ownership options to members; eligibility requirements for membership; and ensures that all paperwork, documentation, and signatures are completed accurately as required.

* Exceeds member service expectations and builds trusting relationships with members by being the financial expert and showing a sincere interest in the member and their financial success.

* Uses Creating Member Loyalty skills to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions.

* Offers Credit Life, Credit Disability, and GAP when identified in our members best interest and in order to protect them and MSGCU.

* Generates new business by asking for the business and for referrals.

* Maintains familiarity with competitor fees and products and has a general understanding of the current financial environment.

* Actively engages with the branch team to ensure members are served efficiently and promptly.

**Essential Knowledge, Skills, and Abilities:**

* **Member Focus:** Builds strong member relationships (internal/external) by using effective listening skills to gain insight into member needs and identifying opportunities to benefit the member, efficiently resolving problems, and providing superior quality service in a professional, efficient, and courteous manner. Behavior consistently demonstrates engagement with members and commitment to MSGCU initiatives in support of our mission and values.

* **Action Oriented:** Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Completes responsibilities with a high level of excellence, professionalism, efficiency, accuracy, and responsibility for outcomes.

* **Communicates Effectively:** Actively listens, provides timely and helpful information, shares, collaborates and participates in team discussions.

* **Instills Trust:** Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.

* **Self-Development:** Actively seeks new ways to grow and be challenged using both formal and informal development channels; demonstrates a willingness to step into other areas as requested.

* Demonstrated effective sales skills or ability to perform sales skills.

* Demonstrated proficiency with technology and software and ability to operate other standard office equipment.

* Above average reasoning, mathematical, and language ability.

**Essential Preparation and Experience:**

* High school diploma or GED; and

* 1 year of progressively responsible experience within a financial institution to become familiar with the variety of financial products and services and account options available.

**Working Conditions:**

* Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.

* Required to travel throughout MSGCUs service area in order to support other branches as business needs require.

* Exposed to potentially hazardous condition, such as robbery. Receives detailed instructions and procedures to be followed on an annual basis to minimize risk.

* This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.