Full-Time Member Service Platform Representative - Middletown Branch

Job Description

Job Description

We are currently recruiting for a Member Service Platform Representative to work in our Middletown Branch location. The individual chosen must be willing to contribute to the success of the credit union by providing superior service according to MHV’s Brand Standards. Assist members and potential members with their Credit Union needs by explaining services, setting up new accounts, responding to problems, and directing members to the appropriate people. Additionally, the candidate will be expected to cross sells products and services, perform loan originations and funding according to lending procedures, and perform all teller functions. They will also be expected to perform all responsibilities within the established credit union policy, regulatory compliance, and within the Bank Secrecy Act.

This role includes Saturdays and rotating shifts during the week to be a part of the regularly scheduled workweek. The ability to speak Spanish is an asset for this position.

Responsibilities include, but are not limited to:

• Assisting members and business account owners with opening and closing accounts following the Connect process to include on-boarding, answers questions about products and services, resolving problems that are within their authority and ensuring members' needs are met in a timely manner. Actively selling and promoting the Credit Union's full line of financial products and services in a helpful, friendly manner in order to improve members' financial needs and achieve or exceed established individual and branch goals (scorecard) and utilizing CRM to track all sales activities.
• Interviewing credit applicants and obtaining appropriate credit information to originate all consumer loan products. Identifying all possible loan cross sale opportunities and asking for additional loan business to meet member needs. Adhering to loan follow up standards for all consumer loans as well as utilizing all provided tools to acquire loan leads. Booking approved loans and completing the funding process with members.
• Functioning as MSR Teller, which includes assisting members with and demonstrating transaction processing through remote channels. Assisting with first line maintenance of equipment (PT, ITM, ATM, TCD, TCR) as well as the reconciliation and settlement of equipment and maintaining the privacy of member account information.
• Possessing a comprehensive understanding of all credit union products and services, which includes serving as a Notary Public as needed. Referring problems, that are beyond your authority to the Lead MSR and/or Branch Manager and offer solution recommendations as appropriate.
• Maintaining appropriate records and prepare required reports accurately and timely. Comprehending, complying and administering all credit union policies and procedures, including those related to branch security, as outlined in the Employee Handbook, which includes adhering to regulatory compliance guidelines.

Performance Measurements include:

• Displaying a thorough knowledge of the job and rarely needing to ask questions. Staying abreast of current trends affecting the financial services industry and having an overall knowledge of the credit union, its policies and procedures. Continually expanding knowledge and developing skills and assisting others in the office with daily operations, procedures, opening/closing in the absence of the branch manager. This also includes scoring 85% or higher on product knowledge assessments.
• Maintaining member service as a top priority, treating members and other employees professionally with courtesy and respect and upholding MHV Service Standards. Supporting organizational plans, initiatives and direction and maintaining an acceptable attendance/punctuality record including demonstrating adaptability and flexibility, as it pertains to work schedules in order to support the current business needs and is a team player. Maintaining confidentiality, promoting integrity, and supporting the corporate mission as well as maintaining a professional work environment and business-like appearance.
• Providing informed, prompt, accurate service and supporting to all members and associates by answering the telephone within two rings and responding to messages or correspondence within 24 hours. Carrying out assigned duties and responsibilities with minimal errors according to established department standards.
• Meeting or exceeding established individual sales goals and assisting in meeting the overall branch and organizational goals. Demonstrating sound judgment when making decisions and maintaining established cash limits, as well as PTs, ATMs, TCDs and Recyclers as assigned. Maintaining accurate reporting with regard to consignment items and CTRs and compiling with all credit union policies and procedures, as well as federal regulations.

Knowledge and Skills:

• One year to three years of similar or related experience.
• A high school education or GED.
• Personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involving a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Strong time management skills, the ability to manage multiple workloads with successful results, and the ability to work independently. Organizational skills, excellent verbal and written communication skills, and listening skills are important for success in this role. This also includes problem analysis, problem resolution, above average interpersonal skills and strong computer skills (i.e., Microsoft Office).
• Candidates must be able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs. Must be capable of climbing / descending stairs in an emergency situation. A normal range of vision and hearing abilities required. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Candidates must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team and being able to read and carry out various written instructions and follow oral instructions. They also must be able to complete basic mathematical calculations, spell accurately, and understand computer basics as well as speak clearly and deliver information in a logical and understandable sequence. Candidates must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Being able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace is crucial to this role, as well as being able to effectively handle multiple, simultaneous, and changing priorities and being capable of exercising highest level of discretion on both internal and external confidential matters.
• Work is generally performed within an office environment, primarily in a climate-controlled environment with minimal safety/health hazard potential. Sedentary, sitting, standing, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use, standard office equipment available.

Benefits include:

• Medical, Dental and Vision - with no waiting period for coverage!
• 401(k) with employer match and non-elective employer contribution
• Paid Vacation, Sick time and Holidays
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Employee Assistance Program
• Tuition Assistance Program
• Professional Development Programs
• Discounted Loan Rates and Fees

Equ al Employment Opportunity Commitment

Mid-Hudson Valley Federal Credit Union (MHV) is an Equal Opportunity Employer. It is our policy to recruit and select applicants for employment without regard to age, sex, sexual orientation, religion, race, creed, color, national origin, military or veteran status, marital status, disability, genetic information, predisposition or carrier status, domestic violence victim status, or any other status protected by applicable law. Reasonable accommodation is provided in compliance with state and federal law. Please tell us if you require a reasonable accommodation to complete the screening and hiring process or if some sort of change or adjustment to the application/interviewing process is required.