MSO II

MSO II

Provide a single source of excellent service to serve our members with their financial needs. Proactively cross sells credit union products and services within the guidelines of the established performance program. Active participation to meet branch WIG program, lead measures, and commitments. Provide high quality service to empower our members and enrich their lives.

Essential Functions & Responsibilities:

• Meet or exceed the established individual loan and member branch WIG expectations. Accurately and confidently assisting members with all loan requests and utilize credit analysis to best serve our members.
• Receives and processes member financial transactions, including deposits, withdrawals, transfers and loan payments and balance cash drawer with 100% accuracy.
• Enthusiastically promote and cross-sell all Credit Union products and services to enhance our member's financial well-being.
• Stay logged into the queues for maximum availability for the members. Maintain appropriate queue times, call ratio, call handle time, and call wait times; put work aside to assist waiting members.
• Open and service member accounts. Meet or exceed the established individual new accounts goals and member branch WIG expectations. Accurately and confidently assisting members with all member service requests.
• Adheres to "Great Service Guidelines" to deliver our commitment of providing high-quality service to empower our members and enrich their lives. Promote a positive culture by embracing and adapting to new technology and changes in the workplace.
• Performs other duties as assigned in a positive and team-oriented manner.

Performance Measurements:

• Meet or exceed the established loan goals and utilizing Co-Pilot Program.
• Participate in branch WIG expectations, including commitments to achieve the established individual goals. Attend and engage in weekly meetings making adjustments as required to meet minimum expectations.
• Meet or exceed the established expectations of selling all ancillary products and additional products and services.
• Consistently deliver exceptional service by following "Great Service Guidelines." Arrive to work on time to serve members and keep unscheduled absences or tardiness to no more than two per month. Receive acceptable performance feedback from secret shopper program. Promote a positive culture by embracing and adapting to new technology and changes in the workplace.
• To stay current and comply with all federal and state regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC) and all credit union policies and procedures.

Knowledge and Skills:

• Experience: Three years to five years of similar or related experience.
• Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Must have good communication skills. 10-key calculator, computer skills and typewriter skills. Bilingual skills preferred.

Physical Requirements: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, talk and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment: While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate.