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Member Service Specialist II

2 months ago

Glendale, Arizona, United States SunWest Federal Credit Union Full time
Job Overview

Position Title: Member Service Specialist II
Department: Member Information Center
Reports To: Assistant MIC Manager/MIC Manager
Employment Type: Full-time
Status: Non-Exempt


Position Summary: This role is pivotal in managing a diverse range of member service inquiries with professionalism and efficiency. The ideal candidate will consistently deliver outstanding service to both members and internal teams.

Key Responsibilities:

  • Promptly addresses member inquiries, concerns, or complaints in a courteous manner.
  • Conducts thorough research to resolve discrepancies and assess the need for fee adjustments.
  • Performs merchant verifications as required.
  • Processes stop payment and loan modification requests, as well as surepay and bank transfer forms for the accounting department.
  • Enhances the financial security of members by providing education on SunWest's offerings.
  • Assists with online support for password resets and other necessary forms.
  • Addresses member inquiries regarding accounts, orders, and payments effectively.
  • Accurately prepares weekly information center reports in a timely manner.
  • Ensures compliance with all relevant federal regulations, including the Bank Secrecy Act and Anti-Money Laundering policies. Completes annual BSA training as mandated by SunWest Federal Credit Union.
  • Performs additional duties as assigned by the supervisor.


Qualifications:

  • High School diploma or equivalent.
  • General understanding of Credit Union policies and procedures, along with basic knowledge of Credit Union products and services.
  • A minimum of two years' experience as a SunWest TSR with a performance appraisal rating of meets expectations. A valid driver's license is required.
  • Familiarity with Credit Union Philosophy.
  • Proficient in computer applications (MS Office/Word/Excel and Outlook).
  • Ability to operate a PC and other computer systems and software, including office equipment.
  • Ensures that reports and records are accurate, complete, and submitted in a timely manner.


Physical Requirements:

  • Ability to perform essential job functions in accordance with ADA, FMLA, and other federal, state, and local standards, including meeting productivity standards.
  • Ability to maintain regular and punctual attendance in compliance with ADA, FMLA, and other federal, state, and local standards.
  • Must be capable of lifting and carrying up to 10 lbs.
  • Must possess the ability to communicate clearly over the telephone.
About SunWest Federal Credit Union

SunWest was established on the principle that financial institutions should prioritize service. Our founders recognized that financial institutions ought to assist individuals rather than exploit them. In 1937, a group of twelve telephone workers united to form a financial cooperative with the singular aim of helping individuals achieve financial well-being.

At SunWest, we believe that work is more than just a job. It’s about contributing to a greater purpose. When you join our team, you become part of a community dedicated to making a difference. We are not just representatives, marketers, human resource professionals, lenders, or financial experts; we are a family committed to supporting one another and our community. If you are passionate about helping others reach their financial goals, we invite you to explore opportunities with us.