• Member Service Representative II

    Location US-NY-Long Island City
    Category
    Customer Service
  • Overview

    Under general supervision, utilizes the Con2ect Member Experience Model to provide superior service to UNFCU membership promptly and courteously within established guidelines, most often facilitated through building effective relationships and diligent problem solving. Responsible for determining members' financial needs and making referrals where necessary, promoting the Credit Union's product line, processing new accounts/loan applications, resolving member account/loan problems, and assisting members to the fullest extent possible.  

     

    Provides support to LIC Service Center by verifying prospective member eligibility, processing membership applications, requesting/verifying documentation/information, responding to new account inquiries, and conducting quality control review.

     

    Responsibilities

    • Utilize the Con2ect Member Experience Model to provide a memorable member experience at each and every touch point.
    • Utilize the Con2ect Member Experience Model to deepen connections with members to better understand their needs by asking effective questions and building relationships.
    • Utilize the Con2ect Member Experience Model to become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
    • Review a high volume of new account applications to verify eligibility of prospective members. Responsible for validating member information to ensure documentation conforms to UNFCU’s policies and regulatory compliance (OFAC, Anti-Money Laundering, Chexsystem, etc.).
    • Prepare welcome letters to be sent via postal or pouch mail to members providing their account information.
    • Communicate and follow-up with prospective members via email regarding missing/incomplete account documentation/information, and review pending emails in LIC Branch queue to process pending account applications.
    • Refer high risk accounts/OFAC Sanctioned for further review by Compliance Department.
    • Provide coverage to other areas of LIC Service Center, including Teller functions, if necessary.
    • Complete sales tracking forms in accordance with procedures.
    • Respond to routine account inquiries and assist members in the completion of all forms and applications in person, via phone or email.
    • Process routine transactions and requests in accordance with compliance regulations, i.e. stop payments, address changes, balance letters, checkbook and photocopy orders, initiation of wires, enrollment in eStatements, mobile banking and PIN changes.
    • Scan all documents generated by Member Service activities.
    • Maintain confidentiality of all member account information.
    • Perform any other functions as requested by management.

    Qualifications

    TYPE & AMOUNT OF EXPERIENCE:

    • High School Diploma and one to two years of banking experience in a customer service role

     

    TECHNICAL COMPETENCIES:

    • PC proficiency, including MS Office
    • Banking product knowledge and adherence to banking guidelines

     

    BEHAVIORAL COMPETENCIES:

    • Excellent oral and written communication and organizational skills
    • Working knowledge of best service practices to meet the needs of members
    • Excellent interpersonal skills and detail orientation

     

    WORK ENVIRONMENT/CONDITIONS:

    • Standard office conditions

     

    In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate

    with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.

     

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