Member Service Coordinator

5 days ago

Castle Rock, Colorado, United States Ent Credit Union Full time

**About Ent Credit Union**

Ent Credit Union is Colorado's largest credit union, leading a legacy of more than 60 years. Our reputation is built on trust, integrity, innovation, and exceptional customer service. We recognize our employees and our members as the reason for our success. We've been voted a 2019 Best Place to Work by The Denver Business Journal and Best-In-State Credit Union by Forbes. Join us in advancing your career and helping members improve their financial quality of life.

**Job Summary**

The Service Center Coordinator is responsible for the administration of the day-to-day activities of the Member Service staff and operations of the Center. This role provides leadership and technical expertise, ensuring work quality and Member service standards are upheld and maintained. The ideal candidate will handle Member transactions and account requests effectively and accurately, exercising sound business judgment in decision-making. Additionally, this role assists the manager/supervisor in ensuring center staff compliance with credit union policies and procedures, as well as financial regulations, including BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).

**Key Responsibilities**

Provide leadership to Service Center personnel, including scheduling staff, managing lobby flow, attentiveness, work quality, efficiency, and constant awareness of Center activities to ensure Member service standards are met.

Motivate, train, coach, mentor, and serve as a career path consultant for staff, promoting an open, positive work environment. Acknowledge areas needing improvement and provide appropriate support.

Verify and balance the Center teller transactions, vault, ATM, and cash activities daily. Ensure all negotiables are balanced and secured each day. Ensure all Member-sensitive documents are properly secured. Enforce compliance with Center Policies and Procedures and Service Center Control procedures.

Provide first-level acceleration for Member problem resolution, staff problem resolution, and Center issues.

Manage and comply with Service Center Control Manual audit and control requirements. Conduct staff meetings on operational and regulatory matters, also ensuring regulatory BVS assignments are completed by center staff. Compile SCCM documentation for Center Manager review.

Provide feedback to Center Manager in the performance evaluation of staff members. Keep Center Manager apprised of all staff-related issues requiring performance improvement plans.

Perform Member Service Representative duties as required to ensure timely service to our Members.

**Requirements**

High School Diploma or Equivalent

Member Relationship/Customer Service/New Account training or equivalent

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of Knowledge Consistent with a Bachelor's Degree in Accounting and 2+ years of accounting experience could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master's Degree in Accounting and 0 years of work experience.

**Preferred Qualifications**

2.5+ years combined customer service, sales, training, team leadership, or related experience

Either 6+ months experience as an Ent MSR/Sr. MSR OR 1+ years financial institution experience

(Preferred) 1+ year as a Sr. Member Service Representative at Ent

**Technical or Specialized Knowledge/Skills**

Enthusiastic attitude regarding helping our community

Strong knowledge of Credit Union policies, procedures, and audit requirements

Excellent professional interpersonal/conflict resolution skills related to both members and co-workers

Ability to resolve member concerns in a way that makes sense from a Member's perspective while maintaining policy compliance

Strong emphasis on member service and offering appropriate cross-sell/upsell opportunities to the member

Strong attention to detail and accuracy of all transactions is of critical importance

Proficient in basic math (addition, subtraction, multiplication, and division)

Comfortable handling physical money with a high level of accuracy with members directly

Proficient skills with Microsoft Outlook and web-based transactional systems to complete day-to-day member requests

Able to use 10-Key by touch is required

**Environmental, Physical, and Psychological Requirements**

Must be able to sit or stand for prolonged periods of time in a climate-controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, currency, or coin, and operating a telephone. Demands for visual and auditory acuity are typical of an office environment. Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances. Must be able to lift up to 40 lbs.

**Compensation**

S-12: $20.44 to $25.25, This position is eligible for monthly incentives based upon performance.

For information on our benefits, please visit: https://www.entcu.com/about-us/careers/benefits/

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