Member Service Counselor I

Position Closing: 5/19/2024

Role:

Serves members and potential members with account transactions, new accounts, consumer loans and all account/member service-related matters.

Essential Functions & Responsibilities:

• Answers questions concerning membership eligibility and benefits from prospective members. Interviews and assists members with new accounts/suffixes, trusts, guardianships, IRAs, certificates, safe deposit boxes and all ancillary products. Assists members with other services including, but not limited to affidavits, disputes, notaries, card services and deceased accounts.

• Processes loan requests and makes recommendations and cross-sells after prudent review of members' application, credit bureau report and financial standing. Reviews credit report with member, explaining score and gathering explanations needed to support loan decision. Counsels members on alternate solutions when appropriate.

• Promotes, explains and cross-sells Credit Union products and services in order to assist members in meeting their financial goals. Encourages and assists members with enrollment in electronic services and refers members to Eglin Wealth Management. Meets established credit union goals.

• Performs teller transactions including, but not limited to deposits, withdrawals, Line of Credit add-ons, MasterCard payments and credit card advances, check cashing/processing, IRA contributions, Shared Branch transactions, money order sales, and US Savings Bonds redemptions. Assists with general maintenance and balancing ITMs and Coinstar machines.

• Performs other job related duties as assigned.

Performance Measurements:

1.

Job functions are efficiently and accurately performed, and in compliance with established policies and procedures.

2.

Consistently reliable in attendance, punctuality and dependability.

3.

Communications with members and coworkers are professional, courteous, clear and concise.

4.

Is trustworthy, represents EFCU in a professional manner and performs in a positive, constructive and supportive manner.

Knowledge and Skills:

Experience

One year to three years of similar or related experience. Must have thorough understanding of the Credit Union's membership, share, and loan policies and procedures.

Education

A high school education or GED.

Interpersonal Skills

Must have good member service skills, and good oral and written communication skills. Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

Must have the ability to interpret and explain debt protection products, account transactions, fees, dividends, and loan interest. Must have the ability to listen, analyze facts and use sound judgement to resolve problems. Proficient with general office equipment, PC and ancillary software.