JOB OBJECTIVE
This position is accountable for assisting the Member Service Center (MSC) Manager with providing exceptional service meeting organizational goals, staff development, implementation of policies and procedures and embracing the credit union’s Mission, Vision and Values.
DIMENSIONS
Service Goals: Meet/exceed a 4.00 overall service rating, as per established service standards. Departmental Goals: Meet/exceed established sales/service/ASA goals.
Member Support: Approximately 166,000 credit union members.
SUPERVISORY RESPONSIBILITIES
This position reports directly to the Member Service Center Supervisor, or Assistant Manager or Manager. No employees report directly to this position
NATURE & SCOPE
- Mentors employees to achieve individual, department and credit union goals. Acts as an informational resource and provides guidance, motivation, training and direction to other employees. Assists staff on procedures, policies and training issues as appropriate.
- Answers member calls in all queues and escalated staff calls.
- May monitor queues to ensure prompt service to members.
- Performs wide range of operational and lending transactions.
- Answers escalated staff calls and backs up answering member calls.
- May perform one-on-one phone observations and provides feedback to staff and management.
- May opens/close department as required.
- Approves transactions, within assigned limits.
Page Break
- Opens new accounts, promotes products and services, and meets individual and department goals.
- Processes consumer and real estate loans.
- Provides support with eServices.
- Recommends departmental and credit union efficiencies.
- Assists with complex transactions and products and services. Resolves member issues by utilizing appropriate resources.
- Ensures member correspondence is professional and accurate.
- 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.
- Ensures department is compliant with internal audit procedures. Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.
- Exercises discretion and independent decision-making to ensure growth and soundness of the credit union.
- Adheres to credit union policies and procedures.
- Performs other relevant and related duties as required• Ensures department is compliant with internal audit procedures. Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.
- Exercises discretion and independent decision-making to ensure growth and soundness of the credit union.
- Adheres to credit union policies and procedures.
- Performs other relevant and related duties as required
EDUCATION, SKILLS, & ABILITIES
The Eight Superpowers
- Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
- Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
- Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
- Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
Page Break
- Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
- 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.
- 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.
- 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
The experience as acquired from a high school diploma or equivalent plus three (3) years of experience in a financial institution performing the full range of new account, loan and operation functions. Call center experience preferred.
- Must maintain registration as Mortgage Loan Originator (MLO) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and regularly provide this unique MLO registration number to all consumers as part of their daily work in mortgage lending.
- Requires strong sales and service skills.
- Working knowledge of negotiable instruments. Knowledge of applicable financial industry rules and regulations. Skill and ability to perform the full range of complex financial transactions with a high degree of accuracy.
- Thorough knowledge and understanding of financial products and services. Knowledge of more complex accounts/loan products and services to include IRA’s, Real Estate, escheated accounts, decedent accounts, trusts and other legal issues.
- Ability to effectively communicate with others verbally and in writing.
- Ability to handle multiple projects simultaneously and analyze and resolve problems independently. Ability to work under pressure, prioritize work, demonstrate good judgment and organizational skills and resolve conflicts with tact and diplomacy.
- Requires demonstrated leadership skills and the ability to effectively train, develop and motivate others. Acts as a role model for co-workers, displaying a professional and positive attitude at all times.
- 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
Page Break
MAJOR ACCOUNTABILITIES
- Guide, motivate, train and mentor staff
- Ensures sales and services goals are met
- Process new accounts and loans accurately and completely.
- Adhere to key and dual control policies and procedures.
- Adhere to security and robbery procedures.
- Comply with policies and procedures
PHYSICAL REQUIREMENTS
- Ability to tolerate periods of continuous sitting.
- Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting
ENVIRONMENTAL CONDITIONS
- Work is primarily performed within a cubicle office setting. Subject to standard background noise found in a cubicle 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.