Member Service Specialist (Lubbock, Texas)

Member Service Representative

Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our core values drive our culture: Advocate, Integrity, Accountable, Dedicated, and Passionate. Come grow your career with an award-winning team!

Basic Responsibilities

Responsible for creating a positive experience and image of GECU through greeting members, evaluating and responding to members' requests, recommending products and services to create member loyalty, rendering friendly service, and performing member transactions in an efficient manner. Understands the overall functions of the various departments in the credit union to provide an excellent member experience.

Typical Duties

• Completes all member service representative transactions utilizing GECU service standards consistently in a branch and telephone environment or through our personal teller machines (ITMs); to include posting withdrawals, loan payments, deposits, new account deposits, line of credit advances, etc. Runs partial bank deposits, balances cash drawer and ITMs.
• Resolves member situations and/or finds alternate solutions with empathy and understanding.
• Answers questions pertaining to accounts, new accounts, check reorders, payroll distribution, interest rates and dividends, insurance and loans, web page and internet services.
• Troubleshoots and educates on online/mobile banking channels
• Demonstrates understanding in the use of all types of equipment and technology to include ITMs, TCDs, recyclers, technology tables, etc.
• Educates members in the use of lobby kiosk, ITM's and Virtual Office.
• Prepares documentation to include disputes and forgeries for checking accounts, ATM, debit and credit card transactions. Obtains account statuses and process research requests.
• Demonstrates proficiency in all file maintenance of ATM and debit card issuance, replacements, and pin numbers.
• Creates opportunities to cross sell all credit union products and services to members with special emphasis on promotions, new services and all self-serve/remote access channels.
• Answers basic mortgage related questions as it relates to Escrow Analysis (seasonal)
• Acts as a mentor, coach and leader for the new employees in the department.
• Makes judgment decisions regarding tickler lockouts, warning information, altered items, and stale-dated checks, after sufficient experience is gained.
• Assists in the collection of funds owed to the credit union on all types of accounts.
• Places stop pays on checks clearing member's checking account, GECU cashier's checks and ACH debits.
• May require working in different areas of the credit union such as traditional branch setting, neighborhood branch, and/or Contact Center environment as needed to serve the credit union's members.
• Performs Notary functions.
• Maintain and understand compliance to ensure that work complies with GECU's established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering Act (AML) addressing Money Laundering and the Countering the Financing of Terrorism (CFT), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
• Other duties as may be assigned or required in connection with general operation of the credit union.

Critical Knowledge, Skill and Educational Requirements

• High school diploma or equivalent and one year similar or related experience.
• In depth knowledge of credit union accounts, file maintenance, and card services procedures to answer member questions and make decisions outside of guidelines.
• Knowledge and awareness of the importance of security when dealing with cash, keys, security cameras, and other areas within the credit union.
• Ability to work with minimal to no supervision including making supervisory decisions on exceptions and decisions outside of written policy, including member escalations.
• Basic knowledge of operating systems to serve member needs.
• May require knowledge of new account skill to assist with opening new accounts and/or membership based on branch needs.
• Effective oral and written communications skills.
• Extensive knowledge and skills regarding all remote and member self-service offerings and channels.
• Extensive knowledge of credit union services, with emphasis on special promotions and new services.
• Awareness of any changes within the credit union which would affect the branch operations to include Member Service Representative/Virtual Environment/Member Service Specialist area and any other areas within the position.
• Basic clerical skills such as typing, 10-key calculator, personal computer and software applications.
• Position may require working nontraditional hours based on organizational needs.
• This position may require the employee to work from home, if they are covering Contact Center.
• May require sitting and/or standing the majority of the day depending on the assigned setting, lifting up to 20 pounds, bending, squatting, twisting, kneeling, and reaching above the shoulder level occasionally.

Required Availability: Monday - Friday 8:00 a.m. - 5:00 p.m.

Primary Responsibility

Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.

This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application. All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.