Member Resource Center Lead, Emerald

Job Title: Member Resource Center Lead (On-site)

Department: Member Resource Center

Reports To: Member Resource Center Supervisor

FLSA Status: Non-Exempt

Grade: 7

Summary

To assist the MRC Manager and Supervisor with department operations, staff development, and training. Assists in creating an environment and culture to make members dreams come true.

Essential Duties and Responsibilities include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their supervisor/manager.

Team Lead Duties

• Assists management with member complaints and/or concerns.
• Back-up to MRC Supervisor in the monitoring of queue management, in order to maximize production and meet service quality standards.
• Assists MRC Supervisor and Manager with various Operational tasks.
• Serves as primary point of contact for MRC Representative in answering questions and providing guidance on processes
• Train new employees
• Troubleshoots and/or escalates complex issues to supervisor/manager or appropriate business owners, while exercising independent judgement and decision-making
• Brings forth process improvements, enhancements, and ideas.
• Actively participates in credit union-wide projects and/or committees.
• Leads huddles, team meetings, and one-on-ones as directed
• Ensures third party overflow tickets are taken care of in a timely manner
• Reviews and processes member fee reversal requests
• Other duties as assigned by department supervisor and manager, Senior Management, and President/CEO

Phone Duties

• Maintain high service levels and low call abandon rates
• Transfer of incoming calls to appropriate individual, employee, or department
• Accurately identifies all members using RGCU approved Verification Repgen.
• Adheres to all scripting protocols
• Ensuring status icons are used appropriately for Queue Management
• Adheres to wrap-up coding, on queue time, and number of calls served.
• Uses proper phone etiquette in conjunction with RGCU Core Values

Transactional Duties

• Follows account comments, warnings, and notes
• Initiates and processes auto transfer requests
• Verifies incoming member deposits
• Assists with account closures via phone and utilizes OFAC when appropriate, account and loan related request, CD maintenance, online/mobile set-up and maintenance, mobile wallet authentication, lien releases, Reg E (Opt in/out), etc.
• Process loan payments via ACH/Debit/Credit through third party processor, skip-a-pays, pay off request, credit card increases, check order, fund transfer requests, and loan payments, etc.
• Ensure that all accounts, loans, and transactions are reviewed for the appropriate red flags.
• Report all suspicious activity to the Risk Management department via the compliance group email.
• Initiates Doc-U-Sign's, subsequent actions, leads and cases as needed
• Troubleshoots and researches card issues
  1. Reset Pin Attempts
  2. Checking activation status in third party system
  3. Activate cards in third-party system
  4. Manage expiration date in third-party system
• Provides primary level overrides to RGCU staff
• Accurately perform OFAC during transactions such as but not limited to: initiating wires, etc.
• Adheres to Credit Union policies and procedures as they relate to job functions and the employee handbook

Member Service Duties

• Come to work every day with a member focused, passionate, and dedicated mindset
• Approach every member situation from a caring, helpful, and open mind
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier
• Keep abreast of all credit union product and procedure changes
• Provide information on new and ongoing products and promotions
• Educates and refers products and services by explaining features and benefits, as appropriate

Supervisory Responsibilities

This job has no supervisory responsibilities

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Innovation and Change - Initiates change when necessary. Takes action quickly to correct or prevent problems. Generates ideas and creative solutions. Shows enthusiasm for new ideas, programs, and procedures.

Decision-Making and Judgement - Collects and evaluates all relevant information prior to making job-related decisions. Presents well-considered alternatives when making recommendations. Makes decisions in a timely manner. Communicates with all affected parties prior to implementing decisions. Maintains appropriate, professional boundaries with all peers, subordinates, supervisors, managers, vendors, and guests. Understands what appropriate, professional boundaries are and models these boundaries to others.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

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 knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Experience - 6 months to 2 years related experience

Education - 2-year college degree or completion of a specialized course of study OR 2 years related

experience

Language Skills

Ability to effectively present information and respond to questions from managers, members, and the general public.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Symitar software used to perform member transactions. Spreadsheet software and Word Processing software.

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 sit and use hands to finger. The employee is frequently required to reach with hands and arms and talk or hear.

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 moderate.

PI