Member Service Representative job description

• 3 years of customer service and/or banking experience, preferred; 1 year of banking required

Competencies:

1. Business Acumen.

2. Communication.

3. Consultation.

4. Critical Evaluation.

5. Ethical Practice.

6. Cultural Awareness.

7. Relationship Management.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as printers, copiers, fax/scanners, desktop computers, laptop computers, and smartphones.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are 5 days /35 hours per week, Monday through Friday. Occasional evenings and Saturday work may be required as job duties demand.

AAP/EEO Statement

Greater Bergen Community Action, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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401k - company match

Parking and transit benefits

Complimentary club membership and employee discounts

Flexible schedules

The Opportunity

East Bank Club is looking to add a Member Services Representative to our team. Do you have a passion for hospitality? Love providing outstanding customer service? This could be the perfect opportunity!

The Member Services Representative is responsible for addressing the needs of our members and guests, answering questions related to the Club such as membership, billing, club services, and policies/rules, while providing outstanding customer service.

Job Responsibilities:

• Assist members and guests in a professional and efficient manner.
• Address questions related to club services and offerings, membership, and billing.
• Knowledge of all membership policies/rules, club services, programs, and products.

Requirements

• Must have excellent verbal and written communication skills.

• Must be enthusiastic, energetic, personable, and have a friendly disposition.
• Must follow proper phone etiquette.
• Must have computer skills.
• Must work independently and with others as required, works well under pressure and in a fast-paced environment while prioritizing tasks.
• At least 1-year experience in customer service, preferably in a health club or hospitality environment.

Diversity, Inclusion, and Belonging Matters:

East Bank Club commits to a culture of inclusion and belonging characterized by connection across our similarities and differences. We honor the dignity of all employees by enabling each to reach their fullest potential and, by doing so, better serve our members. We serve a diverse group of members and recognize the importance of diversity and inclusion in enriching the employee and member experience required to support our mission. EBC is committed to attracting, retaining, and developing employees with varying identities and backgrounds.

East Bank Club is an Equal Opportunity Employer and drug/smoke-free workplace.

• Knowledge of or ability to learn credit union's products and services as well as state and federal regulations that are applicable to the duties performed in this position
• Member (customer) service skills to include responding promptly to members needs in a timely, friendly and respectful manner. Follow-through on member commitments. Ability to manage difficult member situations and keep emotions under control.
• Interpersonal skills to include treating members/employees with respect. Focusing on solving conflict (not blaming) and keeping emotions under control.
• Basic computer and 10-key skills. Knowledge of or ability to learn email, basic word processing and Internet
• Reasoning ability to include applying common sense to understand, interpret and carry out instructions furnished in written or oral form. Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to communicate professionally and effectively. Speak clearly and persuasively in positive or negative situations; listens and gets clarification. Responds well to questions.
• Ability to write routine correspondence in a clear and informative manner. Ability to read and interpret documents and procedural manuals.
• Ability to follow instructions and respond to management direction. Must also be able to take responsibility for own actions.
• Ability to add, subtract, multiply an divide and to perform these mathematical operations using units of American money.
• Ability to demonstrate good quality work such as accuracy and thoroughness. Applies feedback to improve performance and monitors own work to ensure quality.
• Ability to meet productivity standards and strives to increase productivity. Works quickly and completes work in a timely manner.
• Ability to work on a consistent basis on scheduled days and at scheduled times.

EDUCATION and/or EXPERIENCE: High school diploma or graduate equivalency diploma (GED). Experience in a customer service position, preferably in a financial institution, which included duties such as cash handling and provided face-to-face customer service.

PHYSICAL REQUIREMENTS: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential duties.

This position is of sedentary physical activity performing non-strenuous daily activities of a clerical nature. To perform the duties of this job, constant sitting and working on a computer is required. Occasionally required to stand and walk. Repetitive use of both hands for keyboarding.

WORK ENVIRONMENT: Work area is well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. The noise level is moderate.

WORK SCHEDULE: Workweek will be approximately 29½ hours or 40 hours with some overtime as needed . Occasional attendance at meetings before or after scheduled hours may be required. Management reserves the right to change any employee's work schedule to meet the operational needs of the Credit Union. Furthermore, management reserves the right to reassign any employee, either temporarily or permanently, to work at another credit union location.

TRAVEL: No travel required.