Member Service Associate

Member Service Associate

Highly competitive compensation package offered

Purpose:

Responsible for conducting monetary transactions (teller duties) and inquiries as well as conducting in-depth interviews with all levels of present and potential members in regards to products and services offered by the Credit Union. When assigned to call center, provide all services utilizing the telephone and/or email/chat to answer inquiries and assist members with inquiries.

Primary Duties and Responsibilities:

• Processes all transactions, to include loan payments, share deposits, share draft deposits, share withdrawals, share draft withdrawals and account transfers, in a timely and efficient manner.
• Provides money orders and savings bond redemptions.
• Interviews members and potential members regarding all Credit Union services, Member eligibility, benefits and responsibilities and explain features and benefits of products and services.
• On a rotating basis, will work the reception/first impression desk to assist in directing member traffic, answering inquiries and signing in members for service.
• Establishes primary share account numbers and prepares documents for input into computer system, payroll deductions or direct deposit.
• Interviews and determines eligibility and assists members in regards to share and share draft information, Term Share, IRA and Utility Deposit Waiver Program information and applications.
• Processes share draft reorders, mini-statements, account researches, changes of address, and providing account information to the member.
• Assists members in the reconciliation of their accounts, issues stop payment notices and other exceptions items. Monitors overdraft reports and determines if overdrawn accounts can be collected. Makes necessary transfers from accounts.
• Balances in a timely and efficient manner and maintains a secured cash drawer at all times. Reports any and all outages to the Supervisor.
• Provides member assistance with telephonic withdrawal requests, share to share transfers, inquiries and general information regarding credit union services.
• Sends bank to bank wires and commercial money orders as requested. Verifies and properly processes mail transactions.
• Maintains a neat and orderly work station and adequate supplies for transaction needs.

Other Duties and Responsibilities:

• Balancing and/or verifying ATM deposits
• Complete monthly membership reports
• Maintain confidentially when filing Currency Transaction Report (CTR) and SAR
• Review SMURF reports
• Review 3 Deposit Report
• Approve Remote Deposit Capture eDeposits on a daily basis as well as registration request
• Image negotiable instruments on Branch Capture.
• Must comply with the Federal Bank Secrecy Act, Anti-Money Laundering & Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy.
• Performs other duties as assigned by management.
• Verify FINCen AML alerts on a weekly basis for suspicious and unusual activities.

Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Training:

• High School Diploma
• On an annual basis is required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training.

Prior Experience:

• 6 months to 1 year cash handling and customer service experience required.
• Previous banking or credit union experience is helpful.

Interpersonal Skills:
Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.


Other Special Skills and Abilities:
Strong communication skills and the ability to communicate effectively with members either in person or on the phone.

• A strong working knowledge of the products and services offered by the Credit Union and the ability to recognize needs and recommend product or service solutions.
• Good math skills and an aptitude for figures.
• Ability to work in a high paced environment.
• Flexibility is important and the ability to handle multiple priorities at once.
• Ability to maintain confidentiality with member and credit union information.