Member Service Representative (MSR)
Partnership Financial Credit Union, Morton Grove, IL, United States
Are you looking to work for a fun, fast paced, hardworking, learning setting with great people in a team orientated environment? If you are interested in helping people achieve their financial goals and making a difference in the lives of others, a credit union is a place for you. Credit unions are a great place to work as we are focused on our mission of "people helping people". Working at a credit union is fun, fulfilling and best of all, we get to make a difference in our members' lives.
At Partnership Financial Credit Union (PFCU) we have a position available that could be a great fit for you. If you have a knack for a fast‑paced, get‑it‑done workplace, a passion for helping people, and enjoy working and collaborating with others, then you should join our team!
When you work for PFCU, you are both an employee and a member of a credit union. This means we care about your well‑being just as we do our members, and you'll get to enjoy all the benefits a credit union has to offer too!
Credit unions are not‑for‑profit organizations that exist to serve their members. Like banks, credit unions accept deposits, make loans and provide a wide array of other financial products and services. As a member‑owned and cooperative institution, a credit union provides a safe and sound place to save and borrow at reasonable rates with your best interest at heart.
With origins dating back to the 1950's, PFCU is a member‑owned financial institution with offices in Morton Grove, Barrington, Des Plaines, Evanston, and Franklin Park. We remain dedicated to maintaining close, personable relationships with our members while delivering the best possible products and services. Along with CEO Mary Ann Pusateri's long tenure of over 38 years, PFCU has many team members with over 20 years of service.
We strive to help our members achieve their financial goals. Because we're not a bank, we don't drive up profits. Instead, we focus on driving up member satisfaction through our low loan rates, high deposit rates and low or no fee products and services.
Open Position: Member Service Representative (Full‑time) We are looking for a full‑time Member Service Representative to join our team working in our Morton Grove office!
If you are interested and would like more information, please see below to read a full description of duties and requirements.
Summary The MSR I is responsible for assisting members with their financial needs, processing transactions and requests within limits and with a high degree of accuracy. The MSR I focuses on learning all PFCU's products and services and works toward a deeper understanding. The MSR I will build relationships and enhance the member experience by providing prompt, efficient, confidential and accurate service in a friendly, positive and professional manner while recognizing additional sales opportunities.
The MSR I will report to the Branch/ Operations Manager and/or Member Service Supervisor and can receive guidance from other staff/MSR II. The MSR I acts in accordance with established policies, procedures and regulations and accurately provides members with a variety of financial services while meeting or exceeding established sales goals.
Key Responsibilities
In person, phone or email, greets, interacts, communicates, and assists members by providing prompt, efficient and accurate service within established limits in a professional and friendly manner. Assists member with general account inquiries or issues for resolution and satisfaction.
Gains proficiency in all credit union software applications including member applications, Microsoft Office and general office equipment.
Processes all types of member transactions and documentation associated with member requests within established limits, including general account deposit, loan transactions, limited new account opening, member profile updates and changes on Core system and ancillary products such as movie tickets, vehicle stickers and gift and travel cards. Requests additional information from member when needed and follows up to ensure completion.
Builds member rapport at every opportunity. Promotes, explains and cross‑sells PFCU's product line to all members consistently.
Acquires a general understanding of all PFCU products and services in order to sell / cross‑sell to members and obtain individual and organizational goals.
Stays abreast of industry developments including changes in regulations, technology, current events, credit union, banking and lending trends to provide members with accurate information and education.
Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards; works effectively with members, co‑workers, management and vendors. Represents PFCU in SEG and community functions to promote the credit union in a positive light.
Ensures adherence to company policies and procedures and banking/credit union regulations; complies with all regulatory requirements including teller operational duties.
Maintains and monitors cash control position for own cash drawer. Maintains and completes audit logs for internal controls and monitors and replenishes office supplies and inventory.
Performs additional duties as required and may be utilized in other PFCU offices and departments as business needs dictate.
Scope The MSR I works under close supervision following established guidelines and procedures. This person has a sales and operational skill set, proactive, cross‑functional, action‑oriented, self‑motivated, detail and goal oriented. The MSR I works within the MSR Team and reports to the Branch Manager. The MSR I works toward the position of MSR II by enhancing and deepening his/her knowledge of PFCU's financial products and services, procedures, governmental regulations, attending meetings, training opportunities and meeting or exceeding established sales goals. The MSR I must possess good relationship building, communication (oral and written) skills, willingness to learn and refer PFCU products and services to members on a consistent basis. Additionally, the MSR I must meet all required PFCU and regulatory compliance training.
Essential Skills, Knowledge and Requirements
High School Diploma or equivalent job‑related experience providing the necessary knowledge, skills and abilities to successfully perform the responsibilities of the role.
Minimum of 6 months of related experience; customer service and sales. Prior cash handling, credit union or banking experience a plus. Experience working with and assisting others in a professional setting.
Ability and desire to consistently build relationships, identify, introduce additional products and services to members or potential members in order to meet assigned individual or organizational goals.
Excellent verbal, written communication skills, well‑organized, ability to multi‑task, accuracy and detail oriented.
Professional demeanor, positive attitude and willingness to advance.
General understanding of credit union or banking or lending products, services, policies and procedures.
Results driven, goal and service oriented, self‑motivated and able to work independently and as part of a team.
Trustworthy with the ability to maintain highest level of integrity; bondable.
Proficiency in all PFCU's software applications including member applications and Microsoft Office.
Flexible regarding work schedule as evening hours may be necessary.
Additional Information and Requirements The MSR I performs a major portion of his/her duties through verbal and written communications. It is critical that he/she possess the ability to communicate with clarity, while understanding and explaining complex situations to team members and outside contacts. Accuracy is essential and he/she must possess the ability to proofread documentation and correspondence to ensure free of errors and fraud. The person will spend a good portion of the day standing and may be mobile throughout the credit union for purposes of meetings, working with others, etc. The ability to move or lift files, boxes and general office equipment if needed.
Compliance Requirements Each employee is required to uphold the Credit Union's compliance with all policies, procedures and required regulations including the Bank Secrecy Act and our Anti‑Money Laundering policy.
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At Partnership Financial Credit Union (PFCU) we have a position available that could be a great fit for you. If you have a knack for a fast‑paced, get‑it‑done workplace, a passion for helping people, and enjoy working and collaborating with others, then you should join our team!
When you work for PFCU, you are both an employee and a member of a credit union. This means we care about your well‑being just as we do our members, and you'll get to enjoy all the benefits a credit union has to offer too!
Credit unions are not‑for‑profit organizations that exist to serve their members. Like banks, credit unions accept deposits, make loans and provide a wide array of other financial products and services. As a member‑owned and cooperative institution, a credit union provides a safe and sound place to save and borrow at reasonable rates with your best interest at heart.
With origins dating back to the 1950's, PFCU is a member‑owned financial institution with offices in Morton Grove, Barrington, Des Plaines, Evanston, and Franklin Park. We remain dedicated to maintaining close, personable relationships with our members while delivering the best possible products and services. Along with CEO Mary Ann Pusateri's long tenure of over 38 years, PFCU has many team members with over 20 years of service.
We strive to help our members achieve their financial goals. Because we're not a bank, we don't drive up profits. Instead, we focus on driving up member satisfaction through our low loan rates, high deposit rates and low or no fee products and services.
Open Position: Member Service Representative (Full‑time) We are looking for a full‑time Member Service Representative to join our team working in our Morton Grove office!
If you are interested and would like more information, please see below to read a full description of duties and requirements.
Summary The MSR I is responsible for assisting members with their financial needs, processing transactions and requests within limits and with a high degree of accuracy. The MSR I focuses on learning all PFCU's products and services and works toward a deeper understanding. The MSR I will build relationships and enhance the member experience by providing prompt, efficient, confidential and accurate service in a friendly, positive and professional manner while recognizing additional sales opportunities.
The MSR I will report to the Branch/ Operations Manager and/or Member Service Supervisor and can receive guidance from other staff/MSR II. The MSR I acts in accordance with established policies, procedures and regulations and accurately provides members with a variety of financial services while meeting or exceeding established sales goals.
Key Responsibilities
In person, phone or email, greets, interacts, communicates, and assists members by providing prompt, efficient and accurate service within established limits in a professional and friendly manner. Assists member with general account inquiries or issues for resolution and satisfaction.
Gains proficiency in all credit union software applications including member applications, Microsoft Office and general office equipment.
Processes all types of member transactions and documentation associated with member requests within established limits, including general account deposit, loan transactions, limited new account opening, member profile updates and changes on Core system and ancillary products such as movie tickets, vehicle stickers and gift and travel cards. Requests additional information from member when needed and follows up to ensure completion.
Builds member rapport at every opportunity. Promotes, explains and cross‑sells PFCU's product line to all members consistently.
Acquires a general understanding of all PFCU products and services in order to sell / cross‑sell to members and obtain individual and organizational goals.
Stays abreast of industry developments including changes in regulations, technology, current events, credit union, banking and lending trends to provide members with accurate information and education.
Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards; works effectively with members, co‑workers, management and vendors. Represents PFCU in SEG and community functions to promote the credit union in a positive light.
Ensures adherence to company policies and procedures and banking/credit union regulations; complies with all regulatory requirements including teller operational duties.
Maintains and monitors cash control position for own cash drawer. Maintains and completes audit logs for internal controls and monitors and replenishes office supplies and inventory.
Performs additional duties as required and may be utilized in other PFCU offices and departments as business needs dictate.
Scope The MSR I works under close supervision following established guidelines and procedures. This person has a sales and operational skill set, proactive, cross‑functional, action‑oriented, self‑motivated, detail and goal oriented. The MSR I works within the MSR Team and reports to the Branch Manager. The MSR I works toward the position of MSR II by enhancing and deepening his/her knowledge of PFCU's financial products and services, procedures, governmental regulations, attending meetings, training opportunities and meeting or exceeding established sales goals. The MSR I must possess good relationship building, communication (oral and written) skills, willingness to learn and refer PFCU products and services to members on a consistent basis. Additionally, the MSR I must meet all required PFCU and regulatory compliance training.
Essential Skills, Knowledge and Requirements
High School Diploma or equivalent job‑related experience providing the necessary knowledge, skills and abilities to successfully perform the responsibilities of the role.
Minimum of 6 months of related experience; customer service and sales. Prior cash handling, credit union or banking experience a plus. Experience working with and assisting others in a professional setting.
Ability and desire to consistently build relationships, identify, introduce additional products and services to members or potential members in order to meet assigned individual or organizational goals.
Excellent verbal, written communication skills, well‑organized, ability to multi‑task, accuracy and detail oriented.
Professional demeanor, positive attitude and willingness to advance.
General understanding of credit union or banking or lending products, services, policies and procedures.
Results driven, goal and service oriented, self‑motivated and able to work independently and as part of a team.
Trustworthy with the ability to maintain highest level of integrity; bondable.
Proficiency in all PFCU's software applications including member applications and Microsoft Office.
Flexible regarding work schedule as evening hours may be necessary.
Additional Information and Requirements The MSR I performs a major portion of his/her duties through verbal and written communications. It is critical that he/she possess the ability to communicate with clarity, while understanding and explaining complex situations to team members and outside contacts. Accuracy is essential and he/she must possess the ability to proofread documentation and correspondence to ensure free of errors and fraud. The person will spend a good portion of the day standing and may be mobile throughout the credit union for purposes of meetings, working with others, etc. The ability to move or lift files, boxes and general office equipment if needed.
Compliance Requirements Each employee is required to uphold the Credit Union's compliance with all policies, procedures and required regulations including the Bank Secrecy Act and our Anti‑Money Laundering policy.
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