Member Service Coordinator

1 month ago

Castle Rock, Colorado, United States Ent Credit Union Full time
Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

The Service Center Coordinator is responsible for the administration of the day-to-day activities of the Member Service staff and operations of the Center. Provides leadership and technical expertise, assuring work quality and Member service standards are upheld and maintained. Handle Member transaction and account requests effectively and accurately, exercising sound business judgment in decision-making. Assists manager/supervisor in assuring center staff compliance with credit union policies and procedures, as well as financial regulations to include BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).

Essential Functions

  • Provide leadership to Service Center personnel to include scheduling of staff, managing lobby flow, attentiveness, work quality, efficiency, and constant awareness of Center activities to ensure Member service standards are met.
  • Motivate, train, coach, mentor, and serve as career path consultant for staff, promoting an open, positive work environment. Acknowledge areas needing improvement and provide appropriate support.
  • Verify and balance the Center teller transactions, vault, ATM, and cash activities daily. Ensure all negotiables are balanced and secured each day. Ensure all Member-sensitive documents are properly secured. Enforce compliance with Center Policies and Procedures and Service Center Control procedures.
  • Provide first level of acceleration for Member problem resolution, staff problem resolution, and Center issues.
  • Manage and comply with Service Center Control Manual audit and control requirements. Conduct staff meetings on operational and regulatory matters, also ensuring regulatory BVS assignments are completed by center staff Compile SCCM documentation for Center Manager review.
  • Provide feedback to Center Manager in the performance evaluation of staff members. Keep Center Manager apprised of all staff-related issues requiring performance improvement plans.
  • Perform Member Service Representative duties as required to ensure timely service to our Members.
  • Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

  • High School Diploma/G.E.D. or Equivalent
  • Member Relationship / Customer Service / or New Account training or equivalent
  • 2+ years' combined customer service, sales, training, team leadership or related experience.
  • 6+ months experience as an Ent MSR / Sr. MSR.
  • 1+ years' financial institution experience.
  • 1+ year as a Sr. Member Service Representative at Ent. Pref

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

  • Enthusiastic attitude regarding helping our community
  • Strong knowledge of Credit Union policies, procedures, and audit requirements
  • Excellent professional interpersonal / conflict resolution skills related to both members and co-workers
  • Ability to resolve member concerns in a way that makes sense from a Member's perspective while maintaining policy compliance
  • Strong emphasis on member service and offering appropriate cross-sell / upsell opportunities to the member
  • Strong attention to detail and accuracy of all transactions is of critical importance
  • Proficient in basic math (addition, subtraction, multiplication, and division)
  • Comfortable handling physical money with a high level of accuracy with members directly
  • Proficient skills with Microsoft Outlook and web based transactional systems to complete day to day member requests
  • Able to use 10-Key by touch is required

Certifications Required:
  • None

Environmental, Physical and Psychological Requirements
  • Standing - Occasionally
  • Walking - Occasionally
  • Sitting - Frequently
  • Lifting - Rarely (40 Lbs)
  • Carrying - Rarely
  • Pushing - Rarely
  • Pulling - Rarely
  • Balancing - Rarely
  • Stooping - Rarely
  • Kneeling - Rarely
  • Crouching - Rarely
  • Crawling - Rarely
  • Reaching - Occasionally
  • Handling - Occasionally
  • Grasping - Occasionally
  • Feeling - Occasionally
  • Talking - Frequently
  • Hearing - Frequently
  • Repetitive Motions - Frequently
  • Eye/Hand/Foot Coordination - Occasionally
  • Noises louder than normal speaking volume - Occasionally
  • Temperature Changes - Rarely
  • Atmospheric Conditions - Rarely

Additional Information

The pay range for this position is: $22.45 to $28.40 per Hour (S12)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for an incentive plan.

We anticipate this position to close on 08/13/2024. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2024

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

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