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Member Service Representative-Trooper

Posted: 12/22/2022


Job Title:                Member Service Representative 
Department:          Branch Operations - Trooper Branch  
Reports To:            Branch Manager
FLSA Status:          Non-Exempt 
Position Summary:
Effectively educates and uncovers member needs while delivering extraordinary member service to both existing and potential members. This role is an individual and team contributor towards achieving all sales and service goals of the branch, while ensuring a superior member experience is provided in an ethical and sound manner.
Essential Functions:
  • Thoroughly understand and able to complete the Tru-Service sales conversation in competent manner.
  • Able to solve for members immediate need by having a strong understanding of TruMark’s products, services and programs and the benefits that they provide.
  • Actively educates members on existing and new products and services, discussing the benefits and features and how they provide a solution to their current and future needs.
  • Able to identify new member opportunities through the TruMark at Work program, networking, community/volunteer events, etc.
  • Insures that all policies and procedures or followed when setting up or enrolling members into new products, services or programs.
  • Has strong ability to complete loan applications, including, Interviewing loan applicants; verifying that all necessary forms are accurately completed; processes loan request with the exception of Home Equity and Mortgage applications; disburses approved credit upon member request.
  • Regularly uncovers members with investable assets and refers them accordingly to the assigned financial consultant.
  • Stays current with the usage of technology such as iPads and smart phones, demonstrating their usage to members helping the member to leverage alternative delivery channels when appropriate.
  • Periodically supports the call center during high volume periods
  • Process all retail service transactions including all teller functions
  • Performs duties at other branch locations when necessary.
  • Effectively handles service complaints and escalates appropriately
  • Prevents controllable losses through strict compliance with all security and compliance policies and procedures including, but not limited to red flags, fraud alerts, Chex systems, audit control and any other loss prevention processes currently in place.
  • Performs Home Equity Settlements. Prints out Home Equity Loan Settlement Packages.
  • Maintain a minimum of a “Satisfactory” rating in all goals.
  • Remains active in credit union training programs. Complete the position’s present curriculum as outlined by completing the following – credit union annual required compliance training and the supplemental courses listed within the prescribed time.  Follows policy and procedure daily to ensure compliant with current regulations. 
  • Required to attend Bank Secrecy Act training annually
  • Complete all other task, assignments or functions as assigned and/or required.                      
  • A High School diploma or equivalent, with a good mathematical aptitude.
  • Minimum of 1 year of branch or equivalent experience with a financial institution. 
  • Continuing education preferred.
  • Ability to communicate professionally and effectively, both orally and in writing, with members and employees.
  • Excellent attention to detail and organizational skills with the ability to perform expeditiously and accurately without constant supervision and frequent interruption.
  • Excellent technical aptitude.
  • Ability to learn all aspects of the credit union.
  • Basic knowledge of MS Office.
  • Nature of position creates the possibility of temporary or permanent reassignments within TruMark Financials' branch office network.
  • Must have conflict resolution skills.
  • Flex time may be necessary to accommodate the needs of the branch to include nights and weekends.
  • Being a team player that is considerate of other employees.
  • Ability to multi – task under pressure.
Language Skills:
Ability to read, analyze, and interpret compensation, tax, financial, legal, regulatory reports and documents. Ability to respond to common inquiries or complaints from members, regulatory agencies, or members of the business community. Ability to effectively present job related information to employees.
Physical Requirements:
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be available and willing to travel to such locations and with such frequency as the employer determines is necessary or desirable to meet its business needs. Must possess sufficient manual dexterity to skillfully operate standard office equipment including but not limited to: a computer, typewriter, adding machine, facsimile machine, photocopier, and telephone. A telephone device to enhance hearing will be provided if needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk, sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employees must be able to relate to other people beyond giving and receiving instructions: (a) can get along with co-workers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking with others; and (c) respond appropriately to criticism from a supervisor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.
This job description is not an employment agreement or contract, implied or otherwise. TruMark Financial Credit Union maintains “at will” employment.
This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. TruMark Financial Credit Union reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak periods, or otherwise balance the workload.
TruMark Financial Credit Union is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.
TruMark Financial Credit Union commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon TruMark Financial Credit Union. The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position or may be encountered while performing essential functions. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting TruMark Financial Credit Union’s Human Resources Department.