The Traveling Member Service Representative (MSR 3) will provide essential coverage across various branches within their region, stepping in for various MSR roles as needed. This position is key to maintaining seamless service while upholding P1FCU’s service standards. The MSR 3 ensures requests are processed promptly and accurately to build and maintain trust with members. Responsibilities include strengthening member relationships by assisting them with their financial needs, identifying opportunities to enhance their financial well-being through additional products and services, and supporting the organization's strategic initiatives.
Maintain a flexible schedule to provide coverage across multiple branches, assisting members and non-members with daily transactions, opening new accounts, taking and processing consumer loan applications, and managing existing member accounts and loans.
Presents and explains credit union products and services to members and non-members, identifying and leveraging cross-sell opportunities.
Actively listen to the members, gathering necessary information to offer solutions to member account or loan related issues while answering their questions.
Supports credit union campaigns and initiatives, including new member onboarding, indirect calls, CD campaigns, processing online loan applications, and assisting the member service center as needed
Perform other tasks as assigned
Experience
Three years to five years of similar or related experience, including preparatory experience.
Education/Certifications/Licenses
A high school degree or equivalent
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills
Must have excellent knowledge of P1FCU products and services. Must be familiar with various computer software programs and comfortable with automated technology. Must be able to type, use PC, general office equipment including ten-key calculator and excellent in Excel and Word programs. Excellent organizational and editing skills, communication skills with vendors, staff, members, and general public.
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
