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Branch Support Representative

1 month ago

Lathrup Village, United States Unavailable Full time
Location : Address 27000 Evergreen Location : City Lathrup Village Location : Postal Code 48076 Responsibilities

SUMMARY:

Responsible for processing Debit/ATM dispute packets with current dispute processor within the time frame allowed. Research and follow through on complex cases. Monitor the status of Debit/ATM dispute cases. Recognize and escalate new trends and patterns. Provide members with written documentation to respond to disputes.

Under supervision and in accordance with prescribed procedures and systems, compiles and maintains records of Individual Retirement Accounts (IRA) and Certificates of Deposit (CDs), resolves complex member issues/complaints, and assists branches in researching information for members. This position requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responsible for processing Debit/ATM card dispute packets. Conduct additional research and follow through on more complex cases. Monitor the status of disputes.

• Responsible for having knowledge of IRAs, Roth, and Educational IRAs including but not limited to disbursements, account corrections, contribution limitations, Trustee to Trustee transfers, Rollover transfers, etc. and performing any changes due to any other irregularities.

• Responsible for keeping accurate records and reports on all transactions and for learning and updating credit union policies and procedures in accordance with any changes to legislation or government regulations.

• Responsible for processing work queue tasks and daily reports.

• Must have knowledge of Certificates of Deposit, including but not limited to interest rates, interest calculations, terms, dividend payments, etc.

• Must adhere to all member service standards as set forth by the credit union.

• Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing on our goals and initiatives. Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members only.

Qualifications

QUALIFICATION REQUIREMENTS:

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.

• Must fully understand credit union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and team members. Professional appearance and demeanor.

• High school diploma or general education degree (GED).

• Thorough knowledge of credit union's computer system for performing basic input/output tasks.

• Ability to operate computer system including input, output, and inquiry to member accounts and other account information required in the member service function.

• Ability to operate standard office equipment and tools, such as personal computer, postage machine, fax machine, telephones, photocopier, typewriter.

• Familiar with the differences in a basic number of products and services offered by other financial institutions to those offered by the credit union.

Who We Are

Michigan First Credit Union was founded more than 90 years ago by educators and now delivers world-class service to more than 165,000+ members at our branches throughout Michigan, and we’re growing We offer financial solutions for every life stage and seek to positively transform our members’ lives through personalized service that meets their unique needs.

Simply put, Michigan First Credit Union’s sole mission is to provide the highest quality member experience. Working here, you’ll get to participate in a strong culture centered around service, professionalism, and growth.

Michigan First highlights:

  • 500 team members
  • 30 locations spanning the Lansing area, Grand Rapids and Metro Detroit.
  • Industry leader in community support and charitable giving through the Michigan First Foundation
  • Member Services Call Center operates 24/7/365
  • Over $1.5 Billion in assets

Awards Michigan First Credit Union has been the proud recipient of:

  • 2023 Best & Brightest in the Nation
  • 2023 Best & Brightest in Metro Detroit
  • 2023 Best & Brightest in West Michigan
  • 2023 Best Credit Unions to Work For
  • 2023 Best Places to Work in Southeast Michigan
  • 2023 Channel 4 - Vote for the Best - Mortgage Lenders (1st Place)
  • 2023 Channel 4 - Vote for the Best - Credit Unions (3rd Place)
  • 2023 Detroit Free Press Top Workplaces
  • 2023 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level
  • 2021 Credit Union of the Year by NAFCU (National Association of Federally-Insured Credit Unions)

Benefits and perks of joining our award-winning team include:

  • Very competitive pay
  • Low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
  • 401(k) - 100% match up to 5% deferral
  • Tuition reimbursement for both Undergraduate and Graduate degree program
  • Access to a complimentary concierge service that assists with nearly any item on your to-do list
  • Free, state-of-the-art fitness center at our Lathrup Village headquarters with exercise equipment, showers and locker rooms
  • Wellness initiatives and events throughout the year to help team members stay healthy
  • Loan discounts for certain secured and unsecured loans and mortgages
  • Opportunities for pay increases, incentives and profit-sharing, based on performance
  • Onsite subsidized top notch Cafe 26 for team members' use
  • Onsite bowling center

Michigan First Credit Union is an Equal Opportunity Employer.

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