About Mainstreet Credit Union

Why Work for Mainstreet Credit Union?

Mainstreet Credit Union has consistently provided stability for employees and members over the span of more than 70 years. Not to mention, Mainstreet Credit Union aims to be the financial home to every member. We continue to strive for a welcoming culture, where our employees are knowledgeable, helpful, and accountable for their position within the team. To achieve this vision, we provide continued training and development opportunities, as well as a friendly environment where members and employees can feel at home. Being a not-for-profit organization, we keep business simple and real. We enjoy sharing in our community, and we always find the most effective way to serve our members and provide full pay and benefits for our employees, even through uncertain times.

In addition to our friendly and welcoming environment, we offer our employees:

• Day-time hours that provide for a healthy work-life balance
• Three weeks of PTO in the first year with a generous annual PTO carryover plan
• A wide variety of insurance options for health, dental, and vision
• 401k with company match
• Company provided life insurance and long-term disability
• Special product perks for employee

Company Expectations

In the performance of their respective responsibilities, all employees are expected to perform the following:

• Predictable and reliable attendance as required to successfully perform the duties of the position.
• Interact professionally with all employees, members and general public.
• Ability to perform job expectations in an accurate and efficient manner.
• Complete required new hire, on-the-job and additional training as indicated by management and company policy.
• Comply with all Mainstreet Credit Union policies and procedures as communicated in the Employee Handbook or elsewhere.

Position Overview:

The Member Assistance Representative position is a liaison between the Credit Union and its members. This position supports Mainstreets vision by providing exceptional member service by managing a heavy volume of calls, emails, and chats, maintaining quality relations with existing members, recognizing cross selling opportunities, and acts as a SME for the credit unions members and non-members. This individual will be responsible for answering inquiries, analyzing needs, troubleshooting, and resolving problems with speed, accuracy, and professionalism, while placing an emphasis on building long-term relationships. The ideal candidate will execute job functions while complying with mandatory regulatory requirements and credit union policy.

Major Responsibilities:

• Maintains an up-to-date and extensive knowledge on all credit union products and services.
• Assesses and identifies current and future members’ needs to recommend relevant products and services.
• Manages member inquiries by telephone, e-mail, or chat with speed, accuracy, and professionalism.
• Performs membership maintenance as necessary and required.
• Completes various duties pertaining to accounts to include:
• • Funds transfer and availability
  • ACH and Debit card disputes
  • Automatic fund transfers
  • Complete verification requests by third parties
  • Stop payments
  • Online and mobile services including bill pay, mobile deposit, interbank transfer
  • ATM and Debit Card usage, limits, and travel notifications
  • Wire transfers
  • Check orders
  • Consumer loan and card payments
• Provides technical support to members by researching, troubleshooting problems, and guiding members through corrective steps.
• Supports development of peers through mentoring and job-shadowing.
• Maintains the highest level of confidentiality with all information obtained.
• Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance laws appropriate to the position.
• Actively participates in training programs to maintain and acquire additional job knowledge and skills.
• Represents Mainstreet in a manner that maintains and expands positive relations with all members, potential members, and co-workers.
• Performs other duties as assigned by supervisor or manager.

Required Education & Experience:

• High school diploma or general education degree (GED).
• Bachelor’s Degree in Finance, Accounting, Economics or Business Administration preferred.
• Two (2) years of call center, loan processing and/or teller administration experience required.
• Excellent member service skills, attentiveness, information retention, tact, and diplomacy in dealing with members and co-workers.
• Relevant computer and solid mathematical aptitude skills required.
• Familiar with a variety of account ownerships, both personal and businesses.
• Strong communication skills to include written communication and excellent phone etiquette.
• Working knowledge of cross-selling techniques.
• Thrive in a fast-paced environment with the ability to prioritize multiple tasks daily.
• Display ownership and drive for personal success.
• Understanding and use of good judgment and critical thinking.
• Detail oriented, strong organizational skills, high degree of accuracy.
• Requires use of general office equipment, phone system, MasterCard system, in-house computer system, word processing, statement, and check copy equipment.
• Knowledge of Microsoft Office programs.
• Knowledge of call center terminology and ability to read personal call performance reports.

Physical Requirements

• Regularly required to talk and hear. Frequently required to stand, sit, walk, use hands to finger, handle or feel; and reach with hands and arms.