Platform Representative - (Member Service Advisor) * Saratoga Springs, NY


Albany, NY 12260

Posted 1 month ago

Job Description

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!

Overview of Your Role

Demonstrates awareness of member expectations and strives to fulfill and exceed those expectations through “WOW” member service. Establishes, retains and deepens relationships with members and potential members. Acts as a member consultant in regards to financial services, consumer loans, problem resolution, financial education, and referrals. Supports SEFCU’s corporate culture.

MSA Core Competencies and Expectations

Exceptional Member Service

+ Seeks ways to enhance the member experience in unexpected ways.

+ Empowered to say YES creating raving fans of SEFCU.

+ Obsessed with member satisfaction asking, "How can I give you outstanding service today?"

+ Works to make a specific impression on our members. That impression is Wowed, Overly satisfied and makes the member feel that Everything is Possible!

+ Prioritizes the member over operational tasks.

Self Directed Individual who Thrives in a Team Environment

+ Shows initiative and takes action with an appropriate level of independence.

+ Proactively seeks out answers and works collaboratively to recommend changes, upgrades, or enhancements to member service and branch practices.

+ Collaborates with colleagues to ensure effective and efficient completion of tasks and duties without an impact to member service.

+ Adaptable and flexible in changing circumstances.

Strong Leadership Qualities and Exemplary Ethical Standards

+ Maintains consistency in attitude and behavior, exceeding expectations.

+ Supports and participates in organizational change and direction.

+ Provides leadership and support of SEFCU’s corporate culture including member service, change, continuous improvement, teamwork, fun and wellness.

+ Provides professional, quality service both internally and externally.

+ Confident in ability as a peer leader and collaborator.

Superior Communication and Conflict Resolution Skills

+ Open and clear communication amongst all team members

+ Conveys complex information in an easy to understand format.

+ Listens, articulates ideas, and responds in an empathetic and clear manner to complaints and/or requests for information.

+ Deals with escalated issues in a calm and professional manner. Represents SEFCU in a professional manner through all actions.

Effectively Assists Team as Member Service Aficionado

+ Applies strong job knowledge to assist team members in providing superior service.

+ Consistently demonstrates a high level of accuracy in performing work processes and providing information to members.

+ Exercises appropriate judgment in handling escalated member situations.

Operational Excellence

+ Responsible for assigned functions with all operational branch processes, including dual control, security and branch opening/closing.

+ Applies expert knowledge of Credit Union operations including policies, procedures, services, and regulations.

+ Maintains all technical branch equipment (ATM, TCR, TCD, Safe Deposit Box, Coin Sorter, etc.).

Job Specific Responsibilities

+ Executes consistently excellent, proactive member service.

+ Maintains proficiency in all branch technical applications including: the MasterCard system, Fred, Internet, and has in-depth knowledge of Fiserv DNA, Meridian Link, and CRM systems.

+ Actively participates within a fast paced, team environment.

+ Account responsibilities include but are not limited to:

+ O pening new accounts, including trust, DBA, Estate, organizational, etc.

+ R econciling and researching member accounts to solve member issues as needed

+ Opening/closing Share Certificates/IRA's

+ Starting/stopping/interpreting payroll deductions and distribution

+ Tracking check orders

+ Accessing and interpreting ATM and MasterCard information

+ C losing existing accounts when requested

+ Maintains proficiency in assessing member relationships for Wealth Management, Commercial, Mortgage, Insurance, etc. opportunities.

+ Loan officer responsibilities include but are not limited to:

+ Reviewing credit needs and making appropriate recommendations to members

+ Soliciting applications

+ Reviewing and approving/declining all consumer loan products

+ Booking and disbursing all consumer loan products, including home equity

+ Makes decisions regarding exceptions to procedures and knows where to find answers in all situations.

+ Takes responsibility for maintenance/troubleshooting of all technical equipment specific to the branch of assignment such as biometric safe deposit boxes, coin machines, etc.

+ Provides authorization for certified checks and medallion signature guarantee/validation.

+ Serves as Notary Public.

+ Performs system overrides.

+ Demonstrates vigilance in detecting and reporting fraud or irregular activities.

+ Keeps the branch in an orderly and professional manner including the physical appearance of the office and surrounding grounds.

+ Is responsible for placing currency orders, receiving and verifying Federal Reserve deliveries, preparing outgoing coin shipments, maintaining allowable branch cash limits, and for ensuring that all end of day branch balancing steps are completed.

+ Is responsible for ATM, TCR, and TCD settlement and replenishment/troubleshooting.

+ Performs duties of Member Specialist when needed.

+ Attends all appropriate job related external and in-house training provided by SEFCU.

+ Demonstrates expert knowledge of Credit Union operations including policies, procedures, services, and regulations.

+ Maintains knowledge of current financial industry trends, practices, and regulations.

+ Other duties as needed.

Credentials, Experience and Skills

+ Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience

+ Completion of MSA Development Program preferred.

+ Must be a Notary Public

+ Your ability to be bonded is required.

We are an equal opportunity employer. We do not discriminate on the basis of race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.

SEFCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at

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