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Member Service Officer II

2 months ago


Oklahoma City, Oklahoma, United States TRUE SKY FEDERAL CREDIT UNION Full time
Job Overview

True Sky Federal Credit Union

Position Title: MSO II

Department: Not Applicable

Grade: 8

Reports To: Branch Manager

Classification: Non-Exempt

Supervisory Responsibilities: None

Role Summary:

The primary objective of this role is to deliver exceptional service to our members, addressing their financial needs effectively. This position emphasizes proactive engagement in promoting credit union products and services while adhering to established performance metrics. Active involvement in branch performance initiatives is essential to fulfill commitments and enhance member satisfaction.

Key Responsibilities:

  1. Performance Goals: Achieve or surpass individual loan and branch performance expectations by accurately assisting members with loan inquiries and utilizing credit analysis.
  2. Transaction Processing: Efficiently handle member financial transactions, including deposits, withdrawals, transfers, and loan payments, ensuring 100% accuracy in cash drawer management.
  3. Product Promotion: Actively promote and cross-sell all credit union products and services to support members' financial health.
  4. Member Availability: Maintain high availability for members by managing queue times and prioritizing assistance for waiting members.
  5. Account Management: Open and manage member accounts, striving to meet individual new account goals and providing comprehensive assistance with service requests.
  6. Service Excellence: Follow established service guidelines to ensure high-quality interactions, fostering a positive culture by adapting to new technologies and workplace changes.
  7. Additional Duties: Perform other assigned tasks in a collaborative and positive manner.

Performance Metrics:

  1. Meet or exceed loan goals and utilize the Co-Pilot Program effectively.
  2. Engage in branch performance initiatives, attending meetings and adjusting strategies as necessary.
  3. Achieve sales targets for ancillary products and services.
  4. Deliver outstanding service consistently, maintaining punctuality and minimizing unscheduled absences.
  5. Stay informed and compliant with all relevant regulations and credit union policies.

Qualifications:

Experience: A minimum of three to five years in a similar role.

Education: Candidates should possess either a two-year college degree, relevant certification, or specialized training.

Interpersonal Skills: This role requires strong communication skills and the ability to handle confidential discussions with discretion.

Technical Skills: Proficiency in computer operations, 10-key calculator usage, and typing is essential. Bilingual skills are a plus.

Physical Requirements: The role may require occasional standing, walking, and lifting up to 25 pounds, with reasonable accommodations available for individuals with disabilities.

Work Environment: The position is primarily office-based with moderate noise levels and no exposure to adverse weather conditions.

Note: This job description is not exhaustive and may be subject to change as needed.