Title: Member Service Officer

Department: Sales and Service

Reports To: Assistant Branch Manager

FLSA Status: Non-Exempt

Grade: 6

Minimum Starting: $14.80 / hour

Summary

The Member Service Officer is the universal branch position that is responsible for completing teller transactions, account maintenance and processing routine loan requests as needed and directed by branch management.

Essential Duties and Responsibilities Include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their supervisors.

• Deliver excellent member service to every member by educating, informing, and offering solutions to meet all member financial needs
• Assist members with routine account-related requests including teller transactions, opening accounts and routine loan related requests
• Complete Teller transactions including handling negotiable instruments, cash, and coin
• Act as a back-up to assist members with opening accounts, initiating, and closing loans, and on-boarding new members
• Conduct callbacks to members verifying check orders, payment date information, and other service/sales items
• Manage and maintain member appointment schedules and lobby traffic
• Escort vendors to appropriate department
• Perform additional job duties as assigned without neglecting overall performance standards.
• Shared branching
• Assist tellers with approvals and overrides to authority limit granted
• Assist with branch opening and closing duties as required Perform account maintenance requests from other departments
• Completes other duties as assigned
• Accurately identify all members using RGCU approved types of identification for all transactions.
• Completely and accurately obtain and input all CIP information for new accounts.
• Properly update all necessary CIP information in the core processor for prime and joint members and customers on all accounts for all transactions.
• Completely and accurately fill out CTRs for RGCU members or customers and Shared Branching guest members.
• Accurately perform OFAC during transactions such as but not limited to: opening new accounts; adding individuals to an account or shares; producing cashier’s checks or money orders; initiating wires, etc.
• Ensure that all accounts, loans, and transactions are reviewed for the appropriate red flags.
• Report all suspicious activity to the Risk Management department via the compliance group email

Qualifications 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.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.

Time Management - Prioritizes, schedules and properly delegates; adapts to changing circumstances, allocates time, and utilizes credit union time effectively.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Personal Management - Demonstrate initiative, willingness to learn, integrity and accountability in the work environment.

Education and/or Experience

Experience- Up to 6 months of related experience.

Education- Has a high school degree or equivalent.

Language Skills

Ability to write reports, business correspondence, and procedure manuals such as Standard Operating Procedures (SOPs). Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public. Must be able to read and write using the English language.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, amortizations, proportions, percentages, cash flow, net present values, and depreciation. Ability to apply concepts of basic algebra and arithmetic.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee must frequently lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. Work is performed on the phone in a cubicle.