University of Iowa Community Credit Union

Member Service Representative II

Employment Classification
Regular Full-Time

Position Summary

This position is responsible for acquiring, expanding, and enriching member relationships, while providing service in an exceptional manner.  Acts as credit union’s primary representative to the members and general public.  Provides quality service to members and assists credit union staff in daily transactions and inquiries.  Cross-sells and provides credit union products and services to new and existing members with referrals to appropriate departments when necessary.  Responsible for accurately performing all types of member transactions, opening and closing all types of share and consumer loan accounts, as well as for the necessary collection of overdrawn accounts and delinquent loans.  Responsible for interviewing and counseling applicants for consumer loans and for funding and processing consumer loans in accordance with established lending guidelines and practices and within individual approval authority.  Performs all reasonable tasks to promote credit union products and to protect the credit union from undue financial loss.


Pay Range: $15.42-23.12

Essential Duties and Responsibilities

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:

  1. Adheres to the Credit Union's core values in serving with truth, trust, mentoring, openness, risk-taking, communication, giving credit, integrity, caring and respect in carrying out the UICCU's mission and vision.
  2. Demonstrates a positive member service (internal and external) focus at all times, using their name, and thanking them for their business.
  3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
  4. Ensures confidentiality of member information.
  5. Provides personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations.
  6. Must be capable of performing any and all routine FSR transactions, e.g., deposits, withdrawals, transfers, loan payments, money order, travelers checks, etc.  Must be able to accurately balance a cash drawer on a daily basis, or when needed.  Must be familiar with all credit union policies and procedures for cash handling, credit checks, wire transfers and identification.
  7. Services and promotes all credit union products and services.
  8. Responsible for determining and building member relationships by recognizing the member’s financial needs and meeting those needs with the appropriate UICCU product and service, or by referring them to the specialized department (Wealth Management, Commercial, Mortgage, etc.) to be served.
  9. Approves or denies credit applications within the scope of CU lending guidelines and policies, and individual approval authority.  Level of individual loan authority is dependent upon the experience and demonstrated ability of the individual.
  10. Performs any necessary collection work on any delinquent and/or overdrawn accounts.
  11. Sells credit insurance and other loan protection products.
  12. Opens, maintains, and closes all retail deposit and loan products.
  13. Must have a thorough knowledge of all federal regulations and procedures concerning deposit and loan regulations.
  14. Will be responsible for successful outbound sales calling to existing and potential members and reviews loans and member files to develop and place additional services.  Answers incoming phone calls and assists members with their requests.
  15. Performs any other duties as may be required to meet credit union objectives.
  16. Works UICCU sponsored and other events on or off premise as scheduled.
  17. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events on an annual basis.

Job Requirements/Expectations

  1. Must have at least one year of similar or related experience with knowledge of all credit union accounts and products, with proven ability to handle a wide variety of functions quickly and accurately.
  2. Six months of working experience in an MSR I role.
  3. High energy and sales ability and interpersonal skills to represent the credit union in a positive and professional manner during member contact.
  4. Accuracy and timeliness in handling member transactions and inquiries.
  5. Exceptional member service skills including above average listening, written, and verbal communication skills.
  6. Ability to prioritize work assignments and organize work efficiently and to handle large volumes of details. 
  7. Accuracy and attention to detail.
  8. Knowledge of consumer loan policies, credit granting criteria, interest rates and how they are computed, and required documentation for each type of loan and savings product.
  9. Proven interviewing skills and techniques.
  10. Proficiency with related computer applications, spreadsheets, word processing, and database applications.
  11. Ability to use and understand written material.
  12. Ability to perform basic math calculations.
  13. Member account problem-solving skills.
  14. Ability to develop and maintain positive and effective working relationships with co-workers.
  15. Ability to work with minimal direction and exercise sound judgment.
  16. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.
  17. High school diploma or the equivalent (i.e. GED)
  18. Must be bondable.
  19. Must be registered pursuant to requirements of the S.A.F.E. Act.

Reporting Relationship

Reports to Branch Managers as assigned.

Supervisory Responsibilities

This position is not responsible for the supervision of other employees.

Equal Opportunity Employment Statement

The UICCU is an EEO/AA Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans, and individuals with disabilities to apply for openings with the credit union.


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