Member Service Representative II - Brooklyn-Jacksonville FL - (Full Time)

Overview

To provide members and prospective members the full range of financial products and services while demonstrating advanced job knowledge and service skills. The MSR III operates with minimal supervision, performs complex banking functions, and enhances member interactions by providing education on available service channels and engaging in financial discussions. Provide assistance/training to lower-level team members.

Responsibilities

• Counsel members on financial wellness, identifying opportunities to deepen relationships
• Assist members with submitting consumer loan applications
• Analyze, research, and resolve complex account discrepancies and member concerns
• Identify and mitigate potential fraud or suspicious account activity
• Initiate fee adjustments or service accommodations within defined authority limits
• Inform and guide members on available service channels, emphasizing convenient self-service solutions to enhance their banking experience
• Comply with all federal regulations and institutional policies related to financial services
• Support operational efficiency by minimizing errors and adhering to quality control measures
• Process complex transactions, including large cash withdrawals, loan payoffs, and certificate redemptions
• Ensure accurate and compliant handling of cash, negotiable instruments, and transactions
• May conduct external financial outreach, participating in local events and educational presentations
• May serve as a branch specialist in an area such as IRAs, Financial Health Presentation Specialist, or mortgage
• May assist with branch vault procedures, including opening, closing, and balancing
• May serve as a Branch Office and/or ATM vault custodian
• Perform other duties as assigned

Qualifications

• Advanced skill building effective relationships through rapport, trust, diplomacy, and tact
• Advanced research, analytical, and problem-solving skills
• Advanced skill working independently and in a team environment
• Advanced skill maintaining composure in a high-production and changing environment
• Advanced knowledge of deposit and loan products, services, and operational procedures
• Advanced skill navigating multiple systems efficiently and adapt to evolving technologies
• Advanced skill exercising sound judgment and make informed decisions
• Advanced skill embracing and supporting change initiatives in a dynamic and continuously evolving environment
• Advanced verbal and written communication skills to engage with members and colleagues

Desired Qualifications

• Significant experience in financial services, retail banking, or a credit union environment

Hours: Available Monday - Saturday: hours based on business needs

Location: 150 Riverside Ave Ste 101, Jacksonville, Florida 32202

Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.

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