MSR

Responsible for providing an excellent member experience in every aspect of the position. Provides a wide range of banking services. Assists members with their financial goals by offering needs based, appropriate Credit Union products and services.   Creates and enhances long-term relationships with both new and existing members. Assists members with online banking needs. Processes fraud and debit/credit card disputes. Opens auxiliary accounts and provides a variety of account services including, check processing, deposits, withdrawals, loan payments, Visa gift card creation, wire transfers, cashier’s checks, Visa cash advances, night drop deposits, and mail deposits in a timely and accurate manner. Responsible for safely and precisely following all branch opening and closing procedures. Diligently works to increase job knowledge and performance through continuing education, training courses, and assigned certification program(s).  Ensures that members and prospective members are promptly and professionally served. Provides general Credit Union information and cross-sells products and services effectively.  

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and professional performance of member service transactions and account and loan maintenance. 

a. Provides excellent member service by answering questions, understanding concerns, deescalating problems, and resolving member issues. 

b. Actively and enthusiastically cross sells credit union products and services to meet member financial needs.

c. Provides account services within established credit union policy and procedures by accurately and efficiently receiving deposits and loan payments; initiating wire transfers; cashing checks; ordering and issuing checks, issuing savings withdrawals; recording night and mail deposits; issuing cashier's checks; creating and issuing gift cards, and processing cash advances. 

d. Opens and closes varying types of consumer auxiliary accounts. 

e. Creates and performs Visa debit and credit card maintenance. 

f. Performs basic file maintenance and account changes.

g. Assists with certificate of deposit accounts and renewals.

h. Assists fraud victims by processing fraud disputes.

i. Assists members with online and mobile banking technology.  

j. Maintains a cash drawer and avoids offages by balancing frequently and demonstrating transaction accuracy.

k. Performs file maintenance and account changes as needed.

l. Provides quality assurance through timely audits.

m. Assists in servicing loans by processing such items as payoffs, address changes, collateral releases, and payment due date changes.

n. Diligently works to increase job knowledge and performance through continuing education, training courses, and assigned certification program(s).  

2. Assumes responsibility for establishing and maintaining effective and professional business relationships with members.

a. Assists members new and future technology including ITM’s, palm scanners and coin machines, etc. 

b. Resolves member requests and questions promptly and courteously.

c. Responds to voice mail, text, and email messages promptly and courteously.   

d. Ensures that the Credit Union's quality and professional reputation is projected and maintained.

e. Counsel’s members regarding money management and financial matters.

3. Assumes responsibility for establishing and maintaining effective coordination and communication with area personnel and with management.

a. Assists other branch employees as needed.

b. Completes reports and records promptly and accurately.  

c. Maintenance quality assurance through audits and all supporting documents as required.

d. Attends meetings as required.

e. Keeps Management informed of area activities and of any significant problems.

f. Safely and precisely observes Branch opening and closing procedures.

4. Assumes responsibility for related duties as required or assigned.

a. Stays informed regarding local and national economic conditions and legal and regulatory changes.

b. Ensures proper maintenance, cleanliness, and security of work area, desks, equipment, etc.

c. Works a regular and predictable schedule. 

PERFORMANCE MEASUREMENTS

1. Member service transactions are efficiently, accurately, and effectively performed in accordance with established policies and procedures.  

2. Security procedures are understood and adhered to.

3. Monies are balanced and any discrepancies promptly resolved.

4. Good business relations exist with members. 

5. Programs and services are properly and thoroughly explained. 

6. Members' needs accurately assessed and appropriate products offered.

7. Members' problems are courteously and promptly resolved.

8. Required reports are accurate and timely.

9. Good working relationships exist with co-workers in all departments and with management. 

10. Works to increase job knowledge and performance through continuing education, training, and certification programs.

11. Employee must work a regular and predictable schedule.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: Knowledge of Credit Union account and loan services, policies, and procedures. Understanding of related legal and regulatory standards and required documentation. Knowledge of consumer banking practices.  

EXPERIENCE REQUIRED: 1-3 of similar or related experience.

SKILLS/ABILITIES: Excellent member service, communication, and public relations skills. Professional appearance and attitude.

Strong analytical and financial skills. Ability to operate related computer applications, and other business equipment including computer, printer, telephone, calculator, and notary stamp, if applicable. Good typing skills.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time.  Exerts up to 10 lbs. of force occasionally.  (Almost all office jobs.)

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions.

MATHEMATICS ABILITY: Able to perform very simple algebra.

LANGUAGE ABILITY: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias. Ability to prepare memos, reports, and essays using proper punctuation, spelling and grammar. Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent), and variation in word order; using present, perfect, and future tenses.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well constructed job descriptions are an integral part of any effective compensation system.  

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.