Senior Member Services Representative

Job Description:

WHO We Are:
Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.

We are seeking a Senior Member Service Representative to join our Raleigh team!

What You'll Do:

• Initiate and lead conversations to identify and assess member needs.
• Maintain and enhance member account relationships by providing excellent member service.
• Process share deposit payments, loan payments, manual payrolls, and account transfers.
• Disburse cash and check withdrawals.
• May assist members in opening and/or servicing individual Credit Union deposit products including IRAs, certificates, and money market accounts.
• Complete member transactions accurately and timely within prescribed limits and guidelines, or seek approval for exceptions.
• Open new membership accounts and assess for accuracy and compliance
• Research and address member inquiries about credit union services and accounts.
• Perform account maintenance as authorized.
• Promote credit union products and services.
• Maintain base knowledge of consumer and mortgage loans in order to effectively refer loan products to the consumer and mortgage loan departments. Perform outbound calls to members as needed.
• Achieve individual and branch growth goals.
• Identify solutions in support of member needs.
• Observe all security/internal controls and be proactive in protecting the credit union by identifying fraudulent or forged documentation and/or activity.

CASH HANDLING AND BALANCING

• Open, close and balance their own cash drawer daily.
• Maintain drawer cash levels within prescribed amounts.
• Post and Log night, ATM and mail deposits. (Part of dual-control team.)
• Adhere to general regulatory procedures including requirements of the Bank Secrecy Act and Anti Money Laundering rules
• Accurate balancing within established time frames.
• Handle Vault Teller responsibilities.
• Give approval for overrides on transactions based on authorization limits.
• Balance ATM per procedures (Part of dual control team).
• Perform end of day process (e.g. branch balancing, check process, gathering end of day reports).

OTHER

• Support branch operations in the absence of the supervisor, as needed.
• Open and close branch as needed.
• Assist with lending tasks under the direction of the Consumer Loan Officer, Assistant Branch Manager and/or Branch Manager, as needed.
• Participate in branch business development and outreach activities.
• Assist with branch self-assessments as may be assigned.
• May respond to electronic requests submitted by members and/or perform outbound calls to members in a professional prompt, efficient and accurate manner.
• May be called up to assist with translational needs when necessary.
• Perform other duties and projects as assigned.

WHAT You’ll Need:

• High School graduate or equivalent.
• 2 years MSR or equivalent experience required.
• Prior cash handling and customer service experience
• Preference for working in organizations that place priority on teamwork and collaboration
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Ability to maintain a proficient level of knowledge and ability to open and service IRAs, certificates, money market and other credit union deposit products.
• Excellent customer service skills.
• Demonstrated ability to communicate effectively – both verbally and in writing.
• Ability to work flexible work hours including evenings and weekends.
• May be required to travel to cover other Branches.
• Working knowledge of computer software systems – New Solutions and Microsoft Office (Excel, Word, and Outlook) and ability to be trained and efficiently operate credit union systems and proprietary software.
• Keen attention to detail, ability to effectively organize and prioritize work.
• Analytical and problem solving skills.
• Ability to use keyboard and data entry skills
• English/Spanish may be required

Ability to demonstrate Self-Help's Core Values:
o Mission Before Self
o Service with Excellence
o Embracing & Promoting Change
o Results Not Credit
o Diversity as a Strength
o Financial Sustainability for Mission Impact

Compensation rate starting: $23.75

Competitive nonprofit compensation, based on experience, plus a generous benefits package. Compensation ranges for each position are based on local market rates and will be determined by geography, role, and experience.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Close vision is required.
• Employee is regularly required to: sit; talk and hear; use hands to finger, handle or feel; and reach with hands and arms.

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Disclaimer:

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.