Member Service Officer I

Job Description

Job Description

Our Company

At FAMUFCU, we share a passion for knowledge and the pursuit of growth. Since 1935, we have been growing to help our community move into the future. We are inspired people, invested in you. At FAMUFCU, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.

Job Overview

This position reports to Branch Manager and is responsible for handling member interaction and transactions at the branch. Provides guidance and answers questions related to credit unions and all other related services. Knowledgeable technology-driven expert who is educated about all services provided. Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service. Requires someone who is enthusiastic about educating members on our products and services and creating a positive member experience. You will provide guidance in resolving complex and/or escalated issues while maintaining a professional demeanor.

Skills and Experience

• Education - High school degree or equivalent, college hours preferred.
• Minimum of two years’ credit union and/or banking experience
• Sales experience such as insurance sales and financial advising
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication and interpersonal skills
• Critical thinking and problem-solving skills
• Detail-oriented, and ability to multi-task
• Proficient in Microsoft Office and web-based applications

Role Description and Essential Duties

• Establish new membership, maintenance accounts, open Checking Accounts, IRAs, Business Accounts, Certificate of Deposit, and Special Accounts (Fiduciary, Organizational, Representative Payee, Estate, Guardianship, and Revocable Living Trust).
• Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
• Accountable for proactively retaining accounts
• Responsible for handling member interaction and transactions at the branch such as but not limited to large deposits, cash advances, wires, and saving bonds.
• Initiate and lead conversations to identify and assess member needs.
• Process incoming mail and return mail.
• Assist with balancing ATM
• Process corporate checks, on-us checks, temporary checks, line-of-credit advances, account transfers, payoffs, and all negotiable instruments.
• Fulfills member service requests and conducts thorough research to promptly resolve any discrepancies.
• Collaborate with the consumer loan department in taking application and facilitating loan closings.
• Process loan maintenance, due date changes, release of liens, vehicle shipments letters, CPI, and replacing of collateral.
• Proactively cross-sell GAP, DPW, Warranties, and debt protection.
• Knowledge of functions relating to cash and ATM operations and assist in placing travel notes, disputes, fraud cases and general account maintenance. Will issue, activate debit cards as well as assist in training members to use ATMs and ITM.
• Be able to resolve complex situations and diffuse escalated interactions.
• Review and process required form for power-of-attorney, while also offering notary services.
• Attend required training and demonstrate a willingness to keep learning.
• Comply with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Complete all required annual BSA training and required compliance training
• Other duties assigned

This job description should not be construed to imply that these requirements are the only duties, responsibilities, and qualifications for this position. This position may work additional/irregular hours, including weekends, nights, or holidays, as needed or requested. Incumbent may be required to follow any additional related instructions, acquire related job skills and perform other related work as may be required to perform the functions.