Call Center/Retirement Investment Services

Position Overview

This dual role position supports both the Phone Member Service Representative (MSR I) function and the Retirement & Investment (R&I) Services team. The employee works approximately four hours in each capacity daily, delivering high-quality member service while providing administrative and operational support to the R&I department.

Primary Purpose

Phone MSR I

Provide efficient, accurate, and courteous service to members by handling routine transactions over the phone, including transfers, loan payments, and account inquiries.

Retirement & Investment Services Assistant

Enhance the productivity and effectiveness of the R&I Services Representative by managing schedules, coordinating administrative tasks, supporting member communications, and assisting with investment-related processes.

Key Responsibilities

Phone MSR I Duties

• Deliver exceptional member service to ensure satisfaction and build strong relationships.
• Process routine member transactions accurately, including deposits, transfers, and loan payments.
• Accept and process payments for mortgage, installment, share-secured loans, and credit cards, ensuring all applicable fees and late charges are collected.
• Understand and apply credit union policies regarding delinquent loans; provide appropriate guidance or referrals as needed.
• Provide members with required forms and documentation via mail or branch access.
• Review checks for proper endorsement and negotiability.
• Maintain a high level of accuracy in all transaction processing.
• Promote and cross-sell credit union products and services based on member needs.

Retirement & Investment Services Assistant Duties

• Schedule appointments and manage the calendar for the R&I Services Representative.
• Support departmental marketing efforts, including internal promotions, seminar coordination, and ensuring availability and compliance of brochures and materials.
• Answer member inquiries, direct calls appropriately, and handle correspondence, including typing and mail distribution.
• Prepare and process mutual fund trade tickets; place trades and monitor settlement activity under supervision.
• Assist with processing paperwork for annuities, life insurance, and other investment products.
• Review all documentation for accuracy and completeness prior to submission.
• Assist with setting up brokerage accounts and monitor account activity for accuracy.
• Maintain organized and compliant client records and files.
• Prepare materials and handouts for training sessions and seminars.
• Track internal and external referrals and maintain marketing and member contact lists.

Training and Development

• After approximately six months in the R&I role, the employee will begin preparation for Washington State licensing, including Life, Health, Disability, and Variable Products.
• Additional licensing and professional development opportunities may be available also.

Qualifications & Skills

• Strong organizational and multitasking abilities.
• High attention to detail and accuracy.
• Excellent communication and member service skills.
• Ability to work collaboratively as part of a team.
• Basic understanding of financial products and services (preferred; training provided).

Additional Information

This job description is intended to describe the general nature and level of work performed. It is not a comprehensive list of all duties, responsibilities, or qualifications. Management reserves the right to modify or assign other duties as needed.