Support Services Person ll

Job Description
Job Description SUMMARY: Member Service Representatives serve our branches and its members as the first point of contact and often are the employees that members interact with the most. By developing relationships with our members, we can better understand their financial needs. We help them buy homes, purchase their first auto, send kids to college, save for a dream vacation and build their futures. Our most important job as the face of New Horizons Credit Union is to build a lasting relationship that help us match our members with the exact solutions, they need to help them reach their financial goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides a Best-in-Class member service experience related to all interactions. Communicates with internal resources to identify issues and responds to those concerns with resolution solutions as required in a timely and affective manner.
• Must have thorough knowledge of all products and services available which will appropriately fit new and prospective members’ financial needs.
• Actively seek cross sell opportunities in support of achieving established branch and corporate sales goals.
• Provide account servicing and maintenance, assist with solutions to common problem, address changes, ordering debit card replacements, ACH & debit card disputes, processing outgoing wire transfers, check orders, stop payments, safe deposit boxes, credit card and loan payments, and all other duties as assigned.
• Assists members with opening and closing shares.
• Serve as the primary IRA specialist within the branch, opening new IRAs, rollovers and transfers, distributions, contribution etc.
• Assist Lenders with completion of loan packages and scanning.
• Assist on the teller line as needed.

GENERAL DUTIES:

• Serve as the first point of contact by greeting every member as they enter the branch.
• Provide exceptional member services that support a member first culture/environment by building relationships with our members.
• Assists members with the opening and closing of accounts including processing of address changes.
• Correspond with members via secure messaging and emails when needed.
• Complete transactions according to credit union policies and procedures and established guidelines.
• Identify member needs, submit loan referrals, and offer additional products and services by cross selling in order to increase product penetration.
• Ensure compliance with internal controls and operational policies and procedures.
• Pursue continuous and on-going education of products and services for both New Horizons and local competitors in-order to best promote the NHCU brand.
• Complete all transactions in a responsible manner complying with all Federal and State Regulations.
• Other duties as assigned

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

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Provide excellent verbal skill capabilities, in order to effectively present information in one-on-one and small group situations to members, clients, and other employees of the organization.

MATHEMATICAL SKILLS : Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: Possess great attention to detail and strong time management skills. Ability to apply common- sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to work effectively in a team environment and establish and maintain effective working relationships with management, employees, examiners, auditors and members.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; to use hands; reach with hands and arms; and talk or hear. The employee frequently is required to sit. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually