Member Service Representative Job Description

Member Service Representative Job Description

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Member service representative provides routine information on Credit Union products or services, including eligibility for membership, types of Credit Union accounts, current dividend rates, locations, office hours, and telephone numbers.

Member Service Representative Duties & Responsibilities

To write an effective member service representative job description, begin by listing detailed duties, responsibilities and expectations. We have included member service representative job description templates that you can modify and use.

Sample responsibilities for this position include:

Perform routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers, check cashing
May be required to balance ATM, cash recyclers
Assist members with complex financial transactions – trusts, deceased accounts
Open new accounts for members, to include IRAs, CDs, checking, savings
Assist members with products and services such as online banking, check orders, debit card orders
Process and/or forward external payment requests
Handle Debit Card inquiries
Assist with Home Banking, Bill Pay, Mobile Banking, and Payment Manager
Assist with check stop payment requests by providing members with the necessary forms needed to complete transactions
Handling large volumes of phone calls

Member Service Representative Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Member Service Representative

List any licenses or certifications required by the position: AED, CPR

Education for Member Service Representative

Typically a job would require a certain level of education.

Employers hiring for the member service representative job most commonly would prefer for their future employee to have a relevant degree such as High School and Associate Degree in Associates, Education, Technical, Business, Communication, Management, Liberal Arts, Healthcare Administration, Computer, Philosophy

Skills for Member Service Representative

Desired skills for member service representative include:

Personal computer operations and software packages
Medicare & Medi-Cal
Credit union products
Medical terminology
Plan benefits
Deposit products
Lines of credit
Medical billing codes ICD9 / ICD10 and CPT coding
To provide excellent member service
Rules and regulations and the policy set forth by the Credit Union Board

Desired experience for member service representative includes:

Researching information using all available resources, including the AS400 database
Providing courteous, accurate, and efficient and timely feedback to members
Produce internal correspondence that demonstrates good grammar and punctuation, that integrates fully researched, factual information
Assembles appropriate billing packets for mailing
Ability to work a flexible schedule to include some evenings until 8pm
Answer Intake ACD queues and adhere to telephone performance requirements for call response times and abandonment rates

Member Service Representative Examples

1

Member Service Representative Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of member service representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for member service representative
  • Perform data entry and route calls to the appropriate resource
  • Determine which calls need to be transferred to a clinician, as defined by referral guidelines and established protocols
  • Operates the branch’s main telephone switchboard and assists callers by transferring them to the appropriate party or taking messages from the caller
  • Assists the branch or department team with a variety of day-to-day duties as requested
  • Assists with copy projects
  • Provide service to members by demonstrating advocacy and knowledge with every interaction through the online channel
  • Report directly to the Director of Operations and be responsible for timely and accurate e-mail correspondence with members and prospective members
  • Be responsible for the timely processing of member applications coming through the online channel
  • Provide members with efficient, friendly, prompt service in person or by telephone for all member service transactions and information requests
  • Greets and assists members of the Credit Union
Qualifications for member service representative
  • Prior receptionist experience
  • Prior member service/teller experience
  • Opens and reviews mail and communicates by telephone or correspondence to respond to questions and inquiries which do not require management's attention
  • Performs duties related to vault, Automated Teller Machine (ATM), teller cash, and balancing
  • Performs duties related to the Debit Card program
  • Perfects liens on collateral for loans, acts as Notary Public to verify records, and ensures records are correctly filed with Motor Vehicle Division in all states
2

Member Service Representative Job Description

Job Description Example
Our innovative and growing company is looking for a member service representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for member service representative
  • An 18 month commitment is required for this position before applying internally for other positions
  • Deliver world class service that is personalized in an effort to increase the percentage of very satisfied members and first call resolution support the Medicare 5 STAR Program
  • Trend and share best practices by identifying process improvements and initiatives contributing to solutions
  • Provide specialized customer service with a high level of professionalism, diplomacy and knowledge about the Society, journals and benefits the member is entitled
  • Maintain solid customer relationships by handling their questions and concerns in a professional manner
  • Proactively communication with customers via telephone, e-mail, regular mail, fax or e-fax
  • Managing database records
  • Research to troubleshoot customer problems
  • Adhere to critical monthly deadlines to ensure minimal backlogs and meet service level agreements
  • Account maintenance which includes cancellation requests, address changes, back issue requests, updates to member records
Qualifications for member service representative
  • Ensure accurate entry of all society transactions according to the contract terms and business policies
  • Attend and provide onsite customer support at annual sessions
  • Assist members with online access, journal and society information
  • Maintain all departmental service levels set within the department individual goals
  • Participate in the testing of modifications or upgrades to the Advantage Fulfillment system
  • Support upload processes and other automation initiatives
3

Member Service Representative Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of member service representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for member service representative
  • Will have individual accessibility and quality goals, and will directly support additional team goals for industry standard benchmarks such as Average Speed of Answer, Abandonment Rate, and Total Service Factor
  • Work closely with all other departments, especially Operations, Utilization Management, Professional Relations and Provider Services
  • Will also perform other duties as assigned by Supervisor
  • Address member inquiries, questions and concerns in enrollment, claims, benefit interpretation, and referrals/authorizations for medical care
  • Position handles a variety of insurance types including HMO, POS, PPO, ASO, Indemnity, NY and VT Exchange plans, Medicare and Medicaid
  • Work closely with other departments - especially Operations, Utilization Management, Professional Relations and Provider Services
  • Communicates with members via phone and email to assist members’ access and understand tax favored benefits, including Health Reimbursement Arrangements, Flexible Spending Accounts, Health Savings Accounts, and Transit and Parking Accounts
  • Notifies Member Service Representative IIIs or Supervisors of members with urgent situations to maximize service provided to members
  • Refers any complaints to Supervisors or Member Service Representative IIIs for further investigation
  • Participates in daily, weekly, or monthly company or team meetings
Qualifications for member service representative
  • MUST possess the ability to work in a fast-paced environment and deal with the challenges inherent in a call-center atmosphere
  • Effective and positive interpersonal skills are necessary to deliver exceptional customer service with a goal to resolve all inquiries on the initial call from the customer
  • Must be able to work in a fast-paced environment and deal with the challenges inherent in a call-center atmosphere necessary
  • Strive to deliver excellent customer service on each call
  • Effective and positive interpersonal skills
  • Credit union experience or experience in comparable lending/collections capacity highly preferred
4

Member Service Representative Job Description

Job Description Example
Our growing company is hiring for a member service representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for member service representative
  • Adopt new and existing tools that will enhance the member consultation process
  • Initiate, process, and fund consumer loans such as credit cards, personal loans
  • Fully address, or properly direct all telephone, electronic, mailed, or in person inquiries from MSERS members and related individuals to proper personnel
  • Competently function as part of MSRB Call Center
  • Maintain working knowledge of each department within MRSB
  • Develop ability to understand and explain to members the procedures of each department related to applicable transactions
  • Provide support and assistance to the various departments within the Retirement MSRB
  • When appropriate, direct members to related agencies for assistance such as the Massachusetts Group Insurance Commission, United States Social Security Administration, local retirement systems
  • Properly greet and assist members visiting MSRB offices for counseling services
  • Assist with accurate and timely distribution or response to all incoming mail and e-mail as appropriate
Qualifications for member service representative
  • A demonstrated proficiency in keyboard skills, working knowledge of MS Windows and related word processing, spreadsheet, and database software, is required
  • Must be able to accurately multi-task in face paced environment
  • Ability to handle situations in a professional and confidential manner
  • Multi-tasking is a necessity
  • Must have at least 1 year experience in a Healthcare Call Center environment
  • Pleasant phone manner, and speaking voice
5

Member Service Representative Job Description

Job Description Example
Our growing company is looking to fill the role of member service representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for member service representative
  • Utilize knowledge of credit union products, including consumer loans, lines of credit, and deposit products, to provide excellent member service
  • Utilize thorough knowledge of credit union products, including consumer loans, lines of credit, and deposit products, to provide excellent member service
  • Utilize your thorough knowledge of credit union products, including consumer loans, lines of credit, and deposit products, to provide excellent member service
  • Adhere to and enforce Treasury and MSRB policies
  • Participate and assist in special projects and training as needed
  • Adhere to and support MSRB policies
  • Distribute information requested by the members related to retirement accounts
  • Correspond with active members and retirees on all aspects of retirement including, letters for balances and pension verifications
  • Research member requests and provide responses as necessary
  • Managing inventory in a timely and accurate manner to achieve/maintain customer satisfaction and adhere to CSR production, quality, and performance expectations
Qualifications for member service representative
  • Ability to quickly learn and retain a large amount of information
  • Ability and willingness to sit for extended periods of time
  • Must have strong computer and telephone multitasking skills
  • Must have the ability to navigate through multiple systems
  • Accuracy in data input and documentation
  • Proficiency with MS Windows

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