Job Details
Job Location
Cape Canaveral, FL
Position Type
Full Time
Description
Position Summary
The Member Services Representative III (MSR III) is responsible for providing exceptional service to members by listening to their requests and offering appropriate solutions. MSR IIIs interact face-to-face with members in a fast-paced environment. The incumbent assists members with loan requests (consumer and real estate), opening and closing consumer depository (savings, checking, IRAs, etc.) and business accounts, issuing debit and credit cards, wire transfers, disputes, and fraud. MSR IIIs must proactively refer Launch Credit Union products/services to enhance members' financial wellbeing.
The MSR III assists members with various transactions, examines checks, and balances their cash drawer daily. MSR IIIs are responsible for following safety and compliance procedures to protect the assets of Launch Credit Union and its members, communicating effectively, and resolving member concerns promptly.
Primary Responsibilities and Duties
1. Identifies member needs and recommends appropriate products/services using credit reports and member information. Refers members to appropriate branch representatives and/or business partners.
2. Conducts loan interviews for consumer, business, and real estate loans, sends applications for review, follows up, and disburses loan proceeds.
3. Offers debt protection products when appropriate.
4. Assists members with opening and closing accounts, updates, issuing cards, disputes, wire transfers, etc.
5. Ensures members meet credit union membership eligibility requirements.
6. Assists with digital services troubleshooting.
7. Processes transactions such as deposits, withdrawals, transfers, and loan payments.
8. Examines checks for validity, processes through check scanning system, and reviews alerts.
9. Balances cash drawer and checks daily, following all cash handling procedures.
10. Verifies member identity, communicates according to service standards, and meets production goals.
11. Resolves member issues promptly and professionally.
12. Maintains confidentiality of all member information.
13. Monitors member-tracking system and assists members timely.
14. Contacts Member Solutions regarding payments when applicable.
15. Follows operational procedures to ensure accuracy, manage risk, and prevent fraud.
16. Completes documentation accurately and saves to the system.
17. Places outbound calls for follow-up, product launches, and relationship building.
Other Responsibilities and Duties
1. Maintains knowledge of credit union policies, procedures, and regulations.
2. Participates in community and marketing events.
3. Refers members to all Launch business partners.
4. May notarize documents and assist with branch audits.
5. Supports MSR I and II as needed.
6. Sorts daily work, checks email, processes ATM transactions, and prepares coin shipments.
7. Assists with Safe Deposit Boxes and follows policies and procedures.
8. Completes compliance training, attends meetings, and performs other duties as assigned.
Qualifications
Education, Experience, and Skills Required
Note: Internal applicants must be in the Member Services Representative II role for at least 6 months before consideration for the MSR III role.
1. Minimum three years of related experience.
2. At least two years of experience in identifying member needs and offering products in a production environment.
3. High school diploma or GED.
4. Ability to obtain NMLS license.
5. Ability to identify member needs and recommend suitable products/services.
6. Excellent interpersonal, written, and verbal communication skills.
7. Ability to build rapport and trust with members.
8. Strong mathematical and cash handling skills.
9. Proficiency with computers and ability to learn software applications quickly.
10. Knowledgeable or able to learn credit union products, policies, and regulations.
11. Ability to read credit reports and understand applicable regulations.
12. Detail-oriented, organized, and adaptable to change.
13. Excellent judgment, decision-making, and problem-solving skills.
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