Senior Member Service Representative

2 weeks ago

Lansing, United States CASE Credit Union Full time
POSITION PURPOSE

Responsible for assisting with the direction and administration of Branch operations. Ensures that established procedures are followed. Monitors the provision of a full range of services to members and prospective members. Ensures that members are promptly and professionally served. Act in leadership capacity in the absence of management. Trains Branch staff. Performs various Branch functions as required.

                                                                                 

ESSENTIAL FUNCTIONS AND BASIC DUTIES
 
  1. Assumes responsibility the effective and professional completion of Branch functions.
    1. Ensures that operations are conducted in accordance with established Credit Union guidelines, legal and regulatory requirements, and audit standards. Provides suggestions for improved effectiveness.
    1. Ensures branch security. Tests security equipment as assigned.
 
    1. Assists with Member Service Representative functions. Performs duties related to loan processing, certificates of deposit, business accounts, and IRAs. Receives direct deposit requests and safe deposit boxes. Assists in opening new member accounts and with loan closing and disbursements.
 
    1. Provides detailed information to members on Credit Union policies, procedures, and programs.
 
    1. Provides detailed information to members on accounts, payments, interest rates, blue book estimates, loan options, and savings programs.
 
    1. Performs account maintenance functions and automatic transfers for loan payments.
 
    1. Answers questions and solves problems for members by listening to problems, collecting data, and reporting results to the inquiring member.
 
    1. Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Orders checks for members’ accounts.
 
    1. Performs address changes, name changes, suffix type changes as needed.
 
    1. Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, and other related services.
 
    1. Promotes Branch business development and seeks to broaden member base.
 
    1. Actively cross-sells Credit Union products and services.
 
    1. Completes required reports and records and ensures that Branch functions are properly documented.
 
    1. Acts as a Loan Officer, processing and approving member loans within established policies and limits (for residential mortgage loans, employee will be required to  obtain a unique identifier via the National Mortgage Licensing System and Registry which includes being fingerprinted and undergoing a criminal background check).
 
    • Assists with implementing changes and/or developing policy and procedures within the Branch.
 
    1. Ability to complete research requests.
 
    1. Ability to navigate and reset bad pin attempts.
 
    1. Maintains and projects the Credit Union’s professional reputation. Maintains privacy of account information.
 
  1. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
 
    1. Provides assistance, direction, and leadership as needed, including guidance for Member Service Representatives.
 
    1. Reviews and monitors the work of the branch. Provides suggestions and support as necessary.
 
    1. Assist with orientation of new employees and staff training sessions.
 
    1. Keeps supervisor informed of area activities and significant problems.
 
    1. Attends and participates in meetings as required.
 
    1. Assist with day-to-day operations.
 
    1. Continually seeks ways to improve communication and productivity, and to meet established goals.
 
    1. Ensures department goals support Credit Union-wide goals and objectives.
 
  1. Assumes responsibility for establishing and maintaining effective, professional business relations with members.
 
    1. Ensures that members’ requests and questions are promptly and courteously resolved. Answers members’ questions or refers appropriately.
 
    1. Ensures the members are informed of Credit Union services, products, and processes.
 
    1. Ensures that the Credit Union’s professional reputation is maintained.
 
  1. Assumes responsibility for related duties as required or assigned.
    1. Assists with staff functions as assigned.
 
    1. Ensures that work area is clean, secure, and well maintained.
 
    1. Assist other departments as necessary.
 
    1. Performs related clerical duties as needed.
 
    1. Assists in verifying accounts, copying checks, and mailing correspondence.
 
PERFORMANCE MEASUREMENTS
 
  1. Accurate and complete information about credit union products and services is provided to members.
 
  1. The Credit Union’s professional reputation is conveyed and maintained.
 
  1. Good business relations exist with members and their questions and problems promptly resolved.
 
  1. Good working relations exist with all departments. Assistance is provided as needed.
 
  1. Management is appropriately informed of area activities and of any issues or concerns.
 
  1. Branch services are efficiently and effectively delivered in accordance with established Credit union policies and standards.
 
QUALIFICATIONS

Education/Certification:Associate degree or working towards degree. Work experience will be                                                                      taken into consideration.

knowledge:Thorough knowledge of financial institution products, services, and policies.
                                                            Proficient in MSR I and MSR II duties.
                                                            Ability to understand member needs and offer products that align with needs.

EXPERIENCE Preferred:               Three years of related branch operations experience preferred.
                                                           Strong knowledge of lending products and regulations.

skills/abilities:Strong interpersonal, leadership and communication skills
                                                           Well organized.
                                                           Able to operate related computer applications and basic business                                                                             equipment.
                                                           Mentoring and managing staff.
 

CASE Credit Union was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit Union. From operating within Lansing High School with 180 members, today, over 85 years later, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 million in assets. We pride ourselves on living our mission of assisting members and employees to achieve financial success through service that is superior, convenient, and easy to use. CASE is a Community Development Credit Union (CDCU). A CDCU is a credit union with a mission of serving low and moderate-income people and communities.

CASE prides itself on having a culture focused on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (LEAP) Diversity award. Additionally, at CASE Credit Union, we’re committed to hiring the best and brightest. Just as we are dedicated to helping our members achieve success, we are dedicated to helping our employees grow and thrive. That’s why we are proud to offer a team-oriented working environment, with competitive salaries and benefits, and countless opportunities for growth and advancement. CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them. We also provide tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit Union and experience exciting career opportunities in the financial industry.

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