MEMBERS FIRST CREDIT UNION

JOB DESCRIPTION

Senior MSR

(Non- Exempt)

Reports to: Branch Manager

Position Overview: The primary purpose of this position is to assist Members First Credit Union to deliver on its Mission: To make a positive difference in the lives of our members and our community. To achieve this mission the position must deliver high quality service to both internal and external members.

Major functions:

  • Deliver on the Credit Union’s Service Promises with each service interaction.
  • Senior MSR Role is to assist members and potential members with their Credit union needs directly and through other Member Service Representatives; provides expertise with respect to more complex Credit Union services such as IRA’s, HSA ’s certificates of deposit, electronic funds transfer, home banking, etc.; explains products/services, opens new accounts, responds to problems, and directs members to the appropriate solutions.
  • Responsible for daily incoming and outgoing cash from vault and posting entries on the computer.
  • Assists Branch Manager with coaching and holding staff accountable
  • Operates and balances a cash drawer as needed.
  • Assists Branch Manager with cross training of the staff.
  • Assists Branch Manager with hiring of new members of the team
  • Is Responsible for the branch when the Branch Manager is out of the office

Duties / Responsibilities:

The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.

Deliver on our Service Promises in every internal and external member contact.

-I promise to treat you as an honored guest

-I promise to take responsibility for your request

-I promise to make it easy to do business with us.

-I promise to respond to your requests in a timely manner.

-I promise to identify your needs and suggest a solution that will help you achieve your financial goals.

-I promise to ensure the security of your financial information.

-I promise to show my appreciation for allowing me to serve you.

-I promise to exceed your expectations at every encounter

Head Member Service Representative/Vault Teller

  • Overseesthe daily ATM balancing, Vault, Cash Dispenser, and Coin Machine.
  • Orders and verifies cash order from Fed weekly
  • Distributes cash and coin when acting in the capacity as the vault teller.
  • Inputs CTR information electronically and cross trains the staff in how to properly fill out the form prior to forwarding the CTRs to BSA Compliance Officer
  • Assists employees with overrides and helps to problem solve member issues.
  • Responsible for monitoring thebranch activity and scheduling staff to sufficient cover the service level needed for the branch

General Sales Expectations

  • Successfully use effective Sales Champion skills and behaviors
  • Build relationships with current and new members. Offer products and services that will help to fulfill their financial needs.
  • Ensure that members are receiving a high level of service from all employees at the branch.

Member Service Representative

  • Create opportunities for expanded member relationships by determining the needs for additional products and services; recommend appropriate credit union solutions
  • Process member’s cash and checks
  • Remind delinquent members that their payments are due.

Opening New Accounts:

  • Thoroughly explain products and services to members. Prepare and process documentation for new accounts and collect share deposit
  • Assist with the new accounts auditing process.
  • Prepare an adverse action letter when products are denied.
  • Be knowledgeable in IRA laws and paperwork

Lending:

  • Review paperwork prepared by loan officers to ensure that all documents have been gathered and all data is accurately entered on the system
  • Interview members and take loan applications.
  • Process loan applications as needed.
  • Assist with the loan auditing process.

Other Duties:

  • Answer Telephones and handle member inquiries
  • Attend education functions as required.
  • Extensive knowledge of the Credit Union’s products, services, policies and procedures
  • Other duties as assigned.

Performance Standards:

  • Strives to exceed Credit Union, department, and personal goals
  • Understands deadlines and is able to meet timeframes that are set
  • Team Oriented
  • Produces accurate work results
  • Professionalism is actions and appearance
  • Act with diplomacy, tact and professionalism when dealing with both members and staff
  • Professionalism in actions and appearance
  • Flexibility
  • Dependablity

Interpersonal Skills:

  • In addition to normal courtesy and tact, a significant level of trust and diplomacy is required.

Education/Experience:

  • Ability to write routine reports and correspondence
  • Ability to apply common sense understanding to carry out detailed written or oral instruction
  • Minimum High School Graduate or equivalent
  • Minimum of one year experience with a financial institution

November, 2014