Member Service Rep II
Posted on: June 6, 2021
This position is responsible for assisting the membership with
TruWest product, service and account information. Responsible for
assisting with the branch opening and closing duties, teller
duties, opening new accounts and deposit products, and loan
processing. Responsibilities include verifying information on
deposit applications; approve/decline applications for service
while assuring compliance with credit union policy and procedures.
Effectively manages existing members and book of business, to
support the retention and growth of member relationships, through
sales of deposit, loan and referrals to investment and mortgage
products. This position requires monitoring the daily activity,
compiling and providing statistical reports on a consistent basis,
as well as at month end. Individual must also investigate and
handle error resolution, maintain and balance a cash drawer as well
as the daily balancing of all negotiable instruments. Individual
must present a professional image at all times as well as have the
ability to maintain a flexible schedule. Must provide spontaneous
service excellence to members, employees and business associates;
demonstrating the TruService Philosophy and the values shown on the
TruWest Vision, Mission Values card.
Requires education associated with a high school diploma.
Passing of Certifications A - D of the TruAchievement Branch
Program (if participating in this program).
This job requires a minimum of one year Teller II or similar
related sales experience, at a financial institution.
Knowledge and Skills:
Individual must have displayed good sales and referral
abilities. Requires advanced knowledge of TruWest products,
services and account requirements in order to identify
cross-selling opportunities, which will benefit the member.
Individual must have knowledge of the credit unions policy and
procedures as well as basic lending regulations. Must have the
ability to perform math calculations with a high degree of
accuracy, good attention to detail, and good knowledge of
negotiable instrument elements. Must have intermediate to advanced
knowledge of the TruWest computer system, advanced PC skills
(including navigating within appropriate Web sites) and experience
with office equipment such as 10-key calculator, PC keyboard, copy
and fax machines. Individual must have good verbal and written
communication skills, as well as strong customer service and
interpersonal skills. Must be able to work with little or no
supervision and complete tasks in a timely manner. Must project a
professional image, in dress, appearance and behavior.
Primary Duties and Responsibilities:
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Identify member's financial needs through profiling and
promoting appropriate products and services to maximize cross-sale
opportunities and maintain acceptable referral and sales levels (as
well as meeting established TruService survey scores).
Understands and can perform all Teller related duties.
Actively manage the lobby traffic - providing personalized,
professional service to all members in an exceptional manner, and
seeking out opportunities to exceed member expectations.
Actively use the lobby management app, called Lobby Tracker.
Accurately complete and process product/service/loan
applications for review and evaluation, along with interfacing with
members in response to applications submitted.
Understand and open all deposit accounts and accurately
originate and book applicable loan products; completing necessary
documentation for application processing as required by state and
A good understanding of Business Accounts, IRAs (including
Ascensus) and other special accounts and the documents required
during account opening.
A good understanding of Xpress Accounts and LoansPQ (following
up on loan queues and ensuring contact has been made and notes
updated to ensure all loans approved, get ultimately booked, unless
Consistently educate members about their financial choices, by
listening, asking about and understanding their needs - responding
by offering appropriate financial products/services.
Understand and perform the duties of a Notary and Signature
Adhere to all credit union policies and procedures, including
but not limited to the Bank Secrecy Act, Security Policies,
Confidentiality Policies and Human Resource Policies.
Responsible for successful outbound sales calls to existing and
potential members. Answer incoming calls and assists members with
their requests (transferring to the Contact Center, when
Create and maintain their own "book of business", following up
with applicable members in regular intervals. Come up with ideas
for successful sales opportunities, being proactive and effective
Source documents, checks and negotiables are properly processed
by following established procedures.
A good understanding of the electronic check process, and
adherence to the anti-fraud check detection software.
- A good understanding of all eServices offered by the credit
union, and can effectively demonstrate and/or assist members in
signing up for applicable services, including on their own devices
(or branch PC/tablet).
Keywords: TruWest, Gilbert , Member Service Rep II, Other , Gilbert, Arizona
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