Member Service Specialist

    • Job Tracking ID: 512165-652946
    • Job Location: Longmont, CO
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: October 10, 2018
    • Years of Experience: Any
    • Starting Date: ASAP
    • Days of the Week: Mon,Tue,Wed,Thurs,Fri,Sat
    • Hours: This is a full time 40 hour a week, with varying hours M-F 9:15-6:15 and ocassional Saturdays 8:30-1:30 and one weekd day off.
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Job Description

POSITION SUMMARY:

Responsible for processing a variety of financial transactions with varying levels of complexity, including processing teller transactions, IRA/HSA contributions/withdrawals, opening of memberships and accounts. Follows procedures,balance cash drawers, and can identify and resolve discrepancies and differences.Works under limited supervision.Relies on expertise to resolve complex issues and exception, may engage with other internal resources for review and resolution.

 

ESSENTIAL FUNCTIONS:

  • Process transactions received through the night depository, by mail, in person, or in the driveup

  • Process transactions to include, but not limited to deposits, withdrawals, transfers, loan payments, official checks, cash advances, and Visa gift card sales

  • Balance cash drawer

  • Scan batched and balanced checks

  • Balance negotiable items including checks and cash advances

  • Perform opening and closing procedures

  • Provide entrance into Safe Deposit Box as well as opening and closing boxes

  • Use member service transactions other requests as opportunities to uncover wants and needs of members and make the necessary referrals, product opening and service sign ups

  • Ensure that members are promptly, professionally served

  • Maintain effective controls over functions performed by ensuring compliance with applicable regulations and corporate policies/procedures

  • Process Savings Bond Redemptions

  • Responsible and knowledgeable of Vault Teller duties and functions to include balancing vault, cash buys/sells, preparing tickets to Fed, cash orders

  • Responsible for generating product and service referrals

  • Follow established procedures and best practices to ensure compliance with state, federal and applicable 3rd party service provider rules and regulations for products and/or services provided

  • Works proactively and displays initiative to identify growth, sales, service and efficiency opportunities

  • Strive to present oneself in a professional manner in all interactions and communications while displaying the highest levels of quality, honesty, integrity, confidentiality, conduct, and dress

  • Responsible for processing IRA/HSA contributions, withdrawals, and transfers

  • Perform Wire Requests within the established procedures

  • Responsible for ensuring completion of month end tasks to include, but not limited to CULAC balancing, Visa gift Card inventory, daily work, check shredding, visitor log, Visa Instant Issue Card Stock and other Logs

  • Responsible for processing other member service requests to include, but not limited to Foreign collection item, stop payments, check orders, skip payments, opening/closing sub accounts, Notary requests, monthly transfer/change/delete, deposit account type changes, and NSF fee refund requests

  • Effectively review Credit Reports to recommend solutions for members

  • Provide input, feedback and development through ongoing mentoring, coaching, training and motivation of team members, regardless of grade, title or position within the company

  • Perform teller cash audits

  • Administer and complete teller line schedule for appropriate scheduling to serve members and effectively maintain Credit Union controls

  • Open new memberships to include minors, CUTMA, TRUST, ESTATE, MEMORIAL and business entities, Visa Instant Card Issuance, PIN Changes, CO-OP travel memos, ACH/VISA/Check/ATM disputes, adding and removing owners, name changes, and closing memberships

  • Pass STAMP program and perform signature guarantees within established policies and procedures

  • Comprehensive knowledge of computer applications to include, but not limited to Word, Excel, Outlook, other Microsoft Office products

  • Looked upon as a leader for the teller line and has the ability to handle member complaints and personnel issues when the manager is out of the office

  • Responds favorably and drives results for unplanned challenges

  • Work with team members, management, departments, and business partners to promote a service culture that is focused on providing prompt, accurate and effective resolution of member service requests/transactions

  • Support the organization through strict adherence to attendance and punctuality policies/guidelines

  • Adhere to all applicable member privacy and security procedures

  • Take feedback, criticisms, accolades and recognition in a positive and professional manner

  • Provide the highest quality of communications through a wide range of interactions: memos, letters, agendas, minutes, emails, texts, voicemail, meetings, presentations, etc.

  • Inspire enthusiastic efforts and a high level of achievement by supporting team members in their efforts to expand their knowledge, maximize their skills, abilities and level of contribution

  • Effectively manage time by working independently with minimal supervision, maintaining controls/oversight and follow-through on tasks assigned.

  • Exercise appropriate judgment when seeking guidance, support, and/or direction

  • Responsible for related functions as required or assigned

  • Maintain member and Credit Union privacy and confidentiality

 

QUALIFICATIONS

 

Education/Certification:

  • Completed high school diploma, GED or equivalent combination of formal training and experience

  • Successful passing of MSC written and transaction assessments

  • Supervisor Override

  • Colorado State Notary

 

Required Knowledge:

  • Demonstrate proficiency of math, cash handling, reading and writing, and problem solving skills

  • Knowledge of financial system applications such as Fiserv XP, Digital Insight, and Metavante, Suncorp, Nautlius

  • Demonstrated knowledge of the Credit Unions products and services

  • Demonstrated knowledge of Regulation E, Courtesy Pay, E-Statements and Mobile Banking

  • Comprehensive knowledge of pre-established instructions, guidelines, procedures, and risks to the organization

  • Working knowledge of financial applications to include, but not limited to Fiserv XP, Solonis, Suncorp, Nautilus, Digital Insight, Metavante, Co-op, Traveling Member, Relationship Manager, etc.

 

Experience Required:

  • 18 months of financial institution experience

 

Skills/Abilities:

  • Clear communication, proficient math and typing skills

  • Ability to read, write and comprehend instructions, memos and correspondences

  • Ability to identify and resolve problems in a timely manner

  • Proficient keyboard and typing knowledge

  • Must have a professional appearance, dress, and attitude

  • Ability to pass CO state Notary Certification Program and Notarize documents upon request

  • Ability to pass and receive Supervisory Override Code

  • Ability to operate and work with a variety of computer applications and business equipment to include, but not limited to coin machine, copier/printer/scanner, currency counting machine, and cash dispensing machine

  • Working knowledge of financial applications to include, but not limited to Fiserv XP, Solonis, Suncorp, Nautilus, Digital Insight, Metavante, Co-op, Traveling Member, Relationship Manager, etc.

  • Ability to effectively present information in one-on-one and small group situations to members, and other employees of the Credit Union

  • Ability to work effectively with all departments within the Credit Union

 

WORKING CONDITIONS

  • Standard office conditions

  • May require long periods of standing

    • Ability to lift 25 pounds in limited situations

    • Long periods of computer and people interactions

       

       

      This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

       

      In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.


      The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

      Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

       

       

Experience and Skills

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