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Senior Member Relationship Officer

3 months ago

Honolulu, United States University of Hawaii FCU Full time
Job DescriptionJob DescriptionDO YOU WANT TO MAKE A DIFFERENCE?

Join a spirited, dynamic team with Hawai`i’s leading credit union as we make a difference in our community – providing financial value, exceptional service, and state-of-the-art convenience to our members.

Position Title: Senior Member Relationship Officer

Department: Manoa Marketplace

FLSA Classification: Non-Exempt

Reports to: Member Relationship Manager



Employee Benefits

One great perk of working at UHFCU is we offer on-demand pay through our financial wellness provider. With the on-demand pay benefit, you can have the money you've already earned when you need it, so your time and money can work better for you. Get early access and get paid without waiting for your paycheck.


In addition to competitive pay, we are proud to offer a comprehensive benefits package.

  • Medical Insurance which Includes Drug and Vision; Company pays 100% of Employee's Self-Coverage; PLUS, a Company Paid Subsidy Towards Family-Coverage
  • Dental Insurance; Company Pays 100% of Employee's Self-Coverage and Employee Pays for Low Cost Family-Coverage
  • Medical and Dental Plan Premium Waiver Option
  • 401(k) Retirement Plan with Employer Match and Non-Elective Contribution (NEC)
  • Eligible to Earn Thirty-Five (35+) Paid Days Off a Year
  • Vacation Cash-Out Program
  • Flexible Spending Accounts: Healthcare and Dependent Care (Pre-Tax Benefit)
  • Company Pays for Employee Group Basic Life With AD&D Insurance
  • Company Pays for Employee Long Term Disability Insurance
  • Company Pays for Employee Long Term Care Insurance
  • Voluntary Accident Recovery, Critical Illness + Cancer, and Hospital Insurance
  • Employee Assistance Program (EAP)
  • Employee Loan Discount
  • Company Subsidizes 50% for Adult Monthly Bus Pass
  • Cash Reward Employee Referral Program
  • Workiversary Cash Reward and Gifts
  • Internal and External Professional Development Opportunities
  • And Many More


Position Purpose:

Responsible for assisting the overseeing of the branch. Guide and advise service representatives in the efficient and accurate handling of member needs. Solve member problems, resolve transaction issues, and help with complex work-related matters. Perform all branch functions as needed. Ensure a high level of accuracy in all branch transactions. This position is responsible for providing support with the administration of Branch member service, new accounts and lending operations.


Essential Functions:

  • Assist the Member Relationship Manager and Member Relationship Supervisor with the branch by assigning work, answering questions, solving problems and helping with complex transactions, sensitive member relations problems, and explaining policies and procedures to branch staff and members.
  • Maintain a highly motivated, well-trained staff.
  • Maintain effective employee relations.
  • Develop, apply, and evaluate policies and procedures for the branch. Ensure that staff comply with policies and procedures and understand changes in requirements. Maintain a thorough knowledge of policies and procedures and trends in the credit union industry, with particular attention to the Bank Secrecy Act, Patriot Act, and with robbery procedures.
  • Assist staff as requested with member questions or any transactional question that needs clarification.
  • Maintain knowledge of all State and Federal regulations that are applicable to the transactions performed in the teller area.
  • Serve as a vault teller for the branch, to include ordering cash form the Federal Reserve, verifying cash received, filling teller cash orders, maintaining vault security by ensuring dual custody procedures as applicable and balancing vault cash nightly.
  • Oversee proper availability/maintain an adequate supply of daily cash and negotiables for operation of the branch.
  • Investigate teller losses and recommend corrective flow of work and/or corrective disciplinary action.
  • Approve member exceptions and authorize adjustments to members when necessary.
  • Assist with branch security at all levels to include open/close of the branch and vault. Ensure that staff receives on-going training on security and robbery procedures.
  • Accurately and efficiently processes transaction and service requests related to new accounts, loan processing and account disputes or maintenance.
  • Maintain a cross-selling environment within the branch.
  • Act as a Member Relationship Supervisor in the absence of that person.
  • Provides support to new and existing department staff, as needed and ensures cross-training of staff.
  • Assists in planning and assigning duties for the department.
  • Performs other duties as required.


Performance Standards:

  • Provides excellent member service both internally and externally.
  • Achieves new accounts and loan production volumes as determined.
  • Comply with all rules, regulations and procedures relating to member accounts, loans, and IRA information.
  • Performs work with accuracy and completeness.
  • Consistently display timeliness in the management of projects
  • Demonstrate professionalism by exercising sound judgment and creativity and by representing the credit union in a positive manner.
  • Be a trusted source of clear and accurate information to the members


Qualifications:

Education/Certification:

High school diploma, GED, college degree or equivalent work experience required.

Required Knowledge:

Must be proficient in MS Office Suite.

Thorough knowledge of member services and products.

Knowledge of credit union loan services, policies and procedures.

Understanding of lending standards and documentation.

Knowledge of consumer lending practices.


Experience Required:

Three to four years prior experience in branch operations that include loan and new account processing and leadership type role.

Credit union industry experience a plus.


Skills/Abilities:

Able to multi-task, work under pressure and meet deadlines.

Excellent customer service & interpersonal skills.

Able to work in a fast-paced environment.

Effective and clear verbal and written communication skills.

Excellent coaching and mentoring skills.

Excellent analytical, creative and problem-solving skills.

Able to work independently and make sound decisions.


Activities and Requirements of this Position:

Repetitive Motion: Movements frequently and regularly required using wrists, hands, and/or fingers.

Communication Skills: Must frequently convey detailed or important instructions of ideas accurately and quickly.

Visual Abilities: Average visual acuity necessary to read, prepare and inspect documents or products.

Hearing: Able to hear average or normal conversations and receive information.

Physical Strength: Sedentary work (sitting most of the time). Able to lift and carry up to 25 lbs.

Reasoning Ability: Able to apply common sense understanding to carry-out detailed instructions and to deal with problems involving variables.

Mathematics Ability: Able to perform basic math skills including adding, subtracting, multiplying and dividing using a calculator.

Language Ability: Able to write complex sentences using normal word order with present and past tenses, as well as a command of the English vocabulary.


Working Conditions:

Air-conditioned, smoke-free office setting.


Attendance Requirements:

Please note that scheduled attendance requirements may change due to business needs.


Business Hours:

Monday through Saturday. Business hours are subject to change. Must be able to work additional hours, weekends, and holidays as needed.