Member Service Specialist/Happiness Hero

PURPOSE

This position will continually assist the credit union in delivering its mission, vision and motto to the STFCU members:

 Mission

People helping people achieve financial happiness by inspiring change.

Vision

We want to CU:

• Borrow Responsibly
• Save Successfully
• Live Happily

Motto

Happy to CU

 JOB SUMMARY

Member Service is to assist new and existing members with their immediate, short-term, and long-term financial needs/goals through exceptional service and problem solving. This position regularly combines all aspects of member services, account opening functions, consumer lending, as well as actively involving other member contact departments and support/back-office staff to fulfill member needs. The successful incumbent is flexible enough to greet/welcome incoming members, function as a financial services consultant and perform teller transactions.

 Duties and Responsibilities

Member Service                     

• Assist members face-to-face, by telephone or online - determine the nature of business and provide guidance promptly.
• Provide account services to members in a courteous and professional manner by receiving and processing deposits, withdrawals, check cashing, loan payments, credit card payments.
• Selling credit union checks, cashier’s checks, and money orders
• Selling stamps, gift cards, travel cards
• Open and closing accounts.
• Place check orders.
• Reconcile cash drawer by proving cashing transactions and reconciling checks.
• Maintains account records by updating member information, as necessary.
• Order/Print Debit Cards, Update Pin numbers as needed.
• Accept various applications and forms, review for completeness, and distribute to appropriate individual/department.
• Monitor supply inventory and put in supply ticket requests prior to outages.
• Promote the Credit Union products and services.
• Participate in credit union promotion programs.
• Protect the integrity and confidentiality of our membership by verifying ownership to ensure proper access is upheld.
• Perform transactional duties to serve members with high accuracy in accordance with credit union policies and procedures.
• Exceed service expectations by creating unparalleled member experience with every interaction, taking ownership of issues and challenges, increasing member loyalty.
• Demonstrate competency and an in-depth knowledge of all account types, products and services.
• Comply with federal, state, and local regulations and legal requirements.
• Provide assistance and backup in all areas of the CU when needed.
• Other duties and tasks as assigned by management.
• Produce account histories
• Prepare CTRs or SARs as needed.
• Reconcile cash drawer by proving cashing transactions and reconciling checks.
• Maintains account records by updating member information, as necessary.

• Order/Print Debit Cards, Update Pin numbers as needed.
• Accept various applications and forms, review for completeness, and distribute to appropriate individual/department.
• Monitor supply inventory and put in supply ticket requests prior to outages.
• Promote the Credit Union products and services.
• Participate in credit union promotion programs.
• Protect the integrity and confidentiality of our membership by verifying ownership to ensure proper access is upheld.
• Perform transactional duties to serve members with high accuracy in accordance with credit union policies and procedures.
• Exceed service expectations by creating unparalleled member experience with every interaction, taking ownership of issues and challenges, increasing member loyalty.
• Demonstrate competency and an in-depth knowledge of all account types, products and services.
• Comply with federal, state, and local regulations and legal requirements.

  Other Duties

Meet monthly with the MSR II/COO to discuss problems, solutions, recommendations, and resolutions

Required Skills/Abilities

• Ability to problem solve within established policies and procedures, with the understanding and compliance of all state and federal regulations and laws.
• Experience in ensuring compliance with all governing regulations, especially Bank Secrecy Act requirements including: Currency Transaction Reports and reporting as appropriate any suspected suspicious activity.
• Knowledge of Office of Foreign Asset Control (OFAC) requirements
• Ability to recognize cues for sales opportunities and identify unexpressed needs.
• Ability to accept and perform new job responsibilities as needed.
• Ability to accept change when required in performance of job responsibilities.
• Ability to learn and utilize new technologies.
• Good oral and written communication skills in handling member relations.
• Make effective referrals to other departments when appropriate.

 Required Behavior Standards

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or part of a team.
• Must have a strong ability to read and carry out various written instructions and follow oral instruction.
• Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
• Demonstrate the highest levels of member service and discretion when dealing with the public. 
• Must be able to perform responsibilities with composure, accuracy and quality when working at a fast pace.
• Must be able to effectively handle multiple, simultaneous and changing priorities.
• Must be capable of exercising the highest level of discretion on both internal and external confidential matters.
• Ability to work professionally with credit union members and staff.
• Display courtesy and attentiveness to both member and co-workers.
• Flexibility/Willingness to change as job evolves and daily schedule changes.
• Recognition of members-greet with a smile and use member names whenever possible.
• Must have patience and understanding with all members.
• Must be a team player.

 Education and Experience

• High School Diploma required.
• Education may vary; a degree in business administration is preferred, but not required.

• Professional, well-developed interpersonal skills necessary for servicing Credit Union members and projecting a positive image to members.

• At least 2+ years of related experience required.
• Complete all training requirements as assigned by management.

 Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

 STFCU Service Promises

• I promise to treat STFCU members with the highest standards of respect and professionalism.
• I promise to make it easy for our members to do business with STFCU.
• I promise to ensure the security of members’ financial information.
• I promise to be knowledgeable regarding members’ requests.
• I promise to respond to members’ requests in a timely manner.
• I promise to deliver accuracy in all of my work.
• I promise to identify our members’ needs and suggest a solution that will improve their financial life.

 Statement

Please note this job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job; it is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. Duties and responsibilities may change at any time without notice.