Member Service Representative (Universal Banker)

Are you looking for an organization that values your experience? Are you a skilled customer service professional ready to take your career to the next level? If so, keep reading!

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace for SEVEN years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

GENERAL RESPONSIBILITIES: As a Member Service Representative (MSR), you will provide world-class service to members by delivering a professional, courteous, and efficient experience with each interaction. This role is responsible for helping members with account management, processing transactions, promoting credit union products and services, and ensuring that compliance standards are met. You will actively participate in sales and cross-selling efforts, contribute to the credit union’s growth, and provide top-tier service across multiple channels.

JOB SPECIFIC DUTIES

Member Interaction & Account Management

• Approach the members and visitors by greeting and welcoming them to the credit union in a courteous, professional, and timely manner, ensuring a world-class experience every time.

• Assist members with opening and closing accounts, answering questions about products and services, and resolving problems within their authority. Refer more complex issues to the supervisor with recommendations for resolution.
• Open all accounts, certificates, loans, and other credit union products/services accurately, ensuring all related forms and documents are completed and filed/scanned in a timely manner.
• Approach and provide members with general and specific information regarding credit union products and services.
• Actively promote, describe, and cross-sell credit union products and services based on member needs gathered from interviews or by reviewing their accounts.

• Research and report discrepancies to the supervisor.

Sales, Outbound Calls, & Cross-Selling

• Achieve personal referral goals by building relationships with current and potential members, utilizing TFCU Integrity Sales skills.
• Actively participate in sales promotions and campaigns, making outbound calls to offer products and services tailored to individual financial needs.

• Make outbound calls to current and potential members to promote, refer and cross-sell credit union products and services, schedule appointments, and follow up on inquiries.
• Provide members with general and specific information related to credit union products and services.
• Interview the member regarding their financial needs and present the right products and services as solutions.
• Demonstrate and validate for the member based on their financial needs by suggesting suitable products and services.

• Ensure adherence to quality assurance standards for outbound calls, maintaining high service levels and compliance with security standards.

Community Liaison & Seg’s/Partner Companies

• Serve as a liaison for the credit union’s existing SEGs and/or Partner Companies, managing all aspects of the relationship.
• Assist with formal presentations at SEGs and/or Partner Companies to introduce the credit union to employees, answer questions, and encourage participation.
• Be a visible presence in the local community, promoting the credit union by participating in events and activities within business, community, and charitable organizations.

Teller Responsibilities & Cash Handling

• Fill in as a teller when needed, covering peak schedules, absences, or teller line shortages.
• Process member transactions, including deposits, withdrawals, payments, transfers, check cashing, and bonds, ensuring compliance with credit union policies and procedures.
• Balance cash drawers daily and periodically, resolving discrepancies and reporting them to the supervisor. Assist with balancing the ATM and other cash dispensers.

• Handle member transactions promptly and efficiently while maintaining a high level of accuracy.

• Achieve optimal transaction handling time, meeting the target while still delivering a superior service experience to members.

Member Communication & Service

• Provide exceptional in-person, video, and telephone service to members, addressing general and specific questions about credit union products and services.
• Respond to email and other electronic requests, maintaining excellent member service standards.

Compliance & Security

• Alert branch management or security of any suspicious activity related to transactions, including fraud, theft, forgery, kiting, etc.
• Complete Currency Transaction Reports (CTR), Suspicious Activity Reports (SAR), and other required regulatory compliance documentation.
• Maintain up-to-date and comprehensive knowledge of all credit union products and services, as well as applicable state and federal regulations that affect member transactions.

Accountability & Ownership

• Take ownership of the member experience by addressing concerns, following through on commitments, and ensuring resolution of any issues.

• Demonstrate a strong sense of accountability by achieving both personal and team objectives, ensuring accountability in meeting daily, weekly, and monthly performance targets.

General Duties & Administrative Support

• Perform various miscellaneous tasks to support the team, branch, and organization, including typing, filing, computer data input, and answering phones.
• Ensure that the work area and equipment are clean, secure, and well-maintained in accordance with credit union policies and procedures.

BSA Compliance

• Uphold the credit union’s compliance with the Bank Secrecy Act (BSA) and anti-money laundering policies and procedures.
• Complete BSA and OFAC training courses annually as provided by the Training and/or Compliance Departments.
• Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if applicable.
• Maintain comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program (CIP), USA Patriot Act, Office of Foreign Assets Control (OFAC), Fair Lending, and Credit Card Act.
• Be aware of unusual or suspicious activity and report as needed to ensure compliance with the credit union’s policies and procedures.

Perform other duties as assigned, with or without accommodation.

We offer Excellent Benefits such as:

• Medical, Rx, Dental, and Vision Insurance
• Retirement Profit Sharing 401K Plan
• Accident, Cancer and Hospital Indemnity Plan
• Prepaid Legal
• Voluntary Life Insurance
• Pet Discount Program
• Paid Time Off/ 11 Paid Holidays
• Tuition Reimbursement/Student Loan Paydown Program
• And so much more!

Education and/or Experience

• High School Diploma or general education equivalent.
• A minimum of 3 years relevant member sales and service experience required, 5 years of cash handling and 5 years customer service experience preferred
• Strong Knowledge of Credit Union/Banking product offerings as well as all services provided.
• Basic working knowledge of computers (MS Office, Outlook, Word and Excel)
• Proficient with written and oral communication skills, to include email etiquette.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.·

• Outstanding interpersonal skills required to interact regularly with all credit union members, employees, and external partners.
• Ability to read and interpret documents such as procedure manuals.
• Strong communication skills, both written and verbal, with the ability to prepare routine reports and correspondence.
• Ability to speak effectively with members or employees of the organization.
• Proficiency in basic math (addition, subtraction, multiplication, division, fractions, and decimals).
• Ability to apply good business judgment to carry out detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to meet deadlines in an organized and timely fashion.
• Ability to work independently, with minimal supervision at times and ability to display initiative and flexibility.
• Willingness to adhere to organizational policies and objectives.
• Ability to participate in teamwork and the willingness and ability to learn new tasks and duties within a changing and high-volume work environment.
• Ability to ensure minimal to no errors while handling job functions and ensuring transaction accuracy.
• Ability to mitigate fraud and adhere closely to security standards of operation.
• Demonstrated critical thinking skills and the ability to handle complex member issues with professionalism and care.
• Ability to cover for the Branch Management when needed.
• Commitment to BSA, AML, and other regulatory compliance standards, ensuring adherence to compliance guidelines.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.