Member Service Center Asst. I,II

Job Description

Job Description

This position is accountable for providing exceptional service in a call center environment, with a focus on providing a variety of administrative support to the Member Service Center. Adheres to the credit union’s policies, procedures and quality service standards.

DIMENSIONS (the depth and breadth of the job in numeric or statistical terms):

Service Goals:             Meet/exceed a 4.00 overall service rating, as per established service standards.

Member Support:        Approximately 140,000 credit union members.

Department Goals:      Meet/exceed established monthly/annual sales goals

o   Monthly Average Speed of Answer in seconds, by queue:   

§     Real Estate                                          20 or <

§     Consumer and New Account              20 or <

§     PC                                                       25 or <

§     Service                                                            30 or <

o   # of consumer loans funded annually:            1,200 loans

o   # of real estate loans funded annually             384

o   New member annual goal:                              540

Fulfillment Goals:             Fulfill member requests, new account set ups and distribute mail same day as receipt

Certifications:                   Meet established procedure deadlines

BSA/AML:                       Meet established procedure deadlines ensuring compliance                    

Supervisory responsibilities (reporting structure):

• This position reports directly to the Member Service Center Manager. No employees report directly to this position.

NATURE & SCOPE: (daily, weekly, monthly, and yearly tasks, duties and responsibilities):

Member Service Center Assistant I

• Performs fulfillment support for member requests, account transactions and maintenance, and prepares written correspondence.
• May create and maintain reports and spreadsheets, track sales contests, etc.  
• Sorts and distributes mail, and faxes. Performs record keeping, coping and filing of documents.
• Processes new account requests and mails information to new and existing members.
• Provides staff support with station and system set up for new and existing employees.
• Performs a variety of projects or assignments, determine method of research and presents recommendation.
• Orders and maintains department supplies.
• Schedules appointments, meetings, conferences, and department events. Prepares meeting agendas, make room reservations and records and distributes meeting minutes.
• Maintains department manuals.
• Performs departmental certifications.
• General knowledge of products and services, policies and procedures.  
• Follows quality service standards to ensure exceptional quality service is provided.
• Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses.  Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.  
• Assists with end of day balancing, opening and closing procedures and other side jobs as assigned.  
• Performs other relevant duties as required.

Member Service Center Assistant II (Must be competent at the level of a Member Service Center Assistant I), in addition: 

o   Through knowledge of all products and services, policies and procedures.  

o   Back up to On Line Banking Specialist and Member Service Representatives.  

o   FSCC - Knowledgeable on all FSCC Policies and Procedures that are unique to a Service Center environment. This includes transaction processing and limitations, hold requirements, service standards, restrictions, etc.  

Education, skills, & abilities (qualifications and experience required for this position):

The Eight Superpowers

1.     Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.

2.     Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.

3.     Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.

4.     Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles. 

5.     Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.

6.     Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers. 

7.     Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.

8.     Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities. 

Other Education, Skills, and Abilities

• A high school diploma or equivalent is desired.
  • Member Service Center Assistant I: 1 year of experience performing a variety of administrative or clerical or project related responsibilities.   
  • Member Service Center Assistant II: 1 year of experience performing a variety of administrative or clerical or project related responsibilities. Plus 1 year experience in a financial institution to include proven performance sales and service. Call Center experience preferred.
• Excellent communication skills; sound judgment and attention to detail.
• Previous experience with Microsoft Windows applications is preferred.

·       Ability to appear for work on time, follow directions from a supervisor, interact effectively with coworkers, understand and follow policies and procedures, and accept constructive criticism.  

·       Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.

MAJOR ACCOUNTABILITIES (major responsibilities of the position):

• Performs fulfillment support for staff and members
• May create and maintains reports and spreadsheets, tracks sales contests, etc.  
• Sorts and distributes mail and faxes. Record keeping, coping and filing.  
• Process member transactions and requests accurately and timely.
• Present a friendly, outgoing and positive demeanor.
• Adhere to key and dual control policies and procedures.
• Adhere to security and robbery procedures.
• Complies with all other policies and procedures.

PHYSICAL REQUIREMENTS (sitting, walking, climbing, lifting, etc.)

·       Excellent ability to communicate, both verbally and in writing; ability to tolerate periods

of continuous sitting.

·       Ability to lift 15lbs

ENVIRONMENTAL CONDITIONS (indoors, outdoors, desk, etc.)

·       Work is primarily performed within a cubicle office setting. Subject to standard background noise found in an office environment. 

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned.

Management reserves the right to assign or change duties and tasks to this position at their discretion.

Salary Range (hourly)

MSC Asst I -$19.00 - $23.1253

MSC Asst II -$20.7650 - $25.9562