Senior Member Services Associate

2 weeks ago

Merritt Island Florida, United States Launch Credit Union Full time

Position Overview:


The Senior Member Services Associate (SMSA) plays a vital role in delivering outstanding service to members by attentively addressing their inquiries and providing suitable solutions.

SMSAs engage with members directly in a dynamic setting.

The individual assists members with various requests including loan applications (both consumer and real estate), managing consumer deposit accounts (savings, checking, IRAs, etc.), and business accounts, as well as issuing debit and credit cards, facilitating wire transfers, handling disputes, and addressing fraud concerns.

SMSAs are expected to proactively promote Launch Credit Union's products and services to enhance the financial wellbeing of every member.

The SMSA is responsible for processing a variety of transactions, verifying checks, and balancing their cash drawer daily.

SMSAs must adhere to all safety and compliance protocols to safeguard the assets of Launch Credit Union and its members, while effectively communicating and resolving member issues in a timely manner.


Key Responsibilities:

  • Identifies member requirements and suggests suitable products/services based on credit reports and member data. Refers members to relevant business partners when necessary.
  • Conducts interviews for consumer, business, and real estate loans, submitting applications for underwriting review and decision-making. Follows up to provide status updates to members and disburses loan proceeds.
  • Assists members with various services, including the initiation and closure of consumer deposit accounts (savings, checking, IRAs, etc.) and business accounts, updates to existing accounts, safe deposit box services, issuance of debit and credit cards, fraud resolution, stop payment orders, and wire transfers.
  • Ensures members meet eligibility criteria for credit union membership.
  • Provides support for credit union Digital Services products and services, including troubleshooting.
  • Processes a range of transactions (e.g., deposits, withdrawals, transfers, loan payments, check cashing, etc.).
  • Examines checks for authenticity and processes them through the check scanning system, applying holds as necessary in accordance with regulations.
  • Balances cash drawer and transactions daily, ensuring accurate accounting for all cash and monetary instruments, while following cash handling and balancing procedures.
  • Verifies member identity and communicates in accordance with service standards.
  • Aims to meet production targets.
  • Addresses member concerns promptly and professionally.
  • Maintains confidentiality regarding all member information.
  • Monitors the member-tracking system to assist members efficiently.
  • Contacts Member Solutions regarding member payments when applicable.
  • Ensures compliance with all operational procedures necessary for accuracy, risk management, fraud prevention, and member protection.

Additional Responsibilities:

  • Develops and maintains knowledge of credit union loan and member service standards, policies, procedures, and relevant regulations.
  • Participates in community outreach and marketing initiatives.
  • Refers members to an Investment Services partner when appropriate.
  • May notarize documents for members.
  • Assists with branch audits as needed.
  • Supports fellow SMSAs as required.
  • Completes the End of Day balance sheet and ensures branch reconciliation with the Accounting Department.
  • Organizes daily tasks for the branch.
  • Checks for updates via email.
  • Processes and balances ATM transactions and night drop deposits.
  • Prepares coin bags for shipment.
  • Adheres to all Launch Credit Union policies and procedures.
  • Completes training assignments promptly.
  • Attends required meetings and training sessions.
  • Performs other duties as assigned.

Supervisory Responsibilities:
None

Education, Experience, and Skills Required:

  • A minimum of three years of relevant experience.
  • At least two years of experience in identifying member/customer needs and offering tailored products and services.
  • Minimum of two years of experience in a performance-driven environment focused on individual goals.
  • Possession or ability to obtain an NMLS (Nationwide Mortgage Licensing System & Registry) license.
  • A high school diploma or GED.
  • Strong interpersonal skills, demonstrating courtesy, tact, and diplomacy in interactions.
  • Excellent written and verbal communication abilities.
  • Proven ability to build rapport and establish trust with members/customers.
  • Strong mathematical and accurate cash handling skills.
  • Proficient in computer usage with a demonstrated ability to learn software applications quickly.
  • Knowledgeable about credit union products, services, policies, and procedures, including digital services.
  • Ability to interpret credit reports.
  • Familiarity with relevant regulations (e.g., Reg B, D, Z, CC, BSA, TISA, etc.).
  • Detail-oriented, organized, able to work under pressure, and adaptable to change.
  • Strong judgment, decision-making, and problem-solving skills.

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