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Member Service Officer/ Member Service Rep.- North Mountain
Closing Date: February 3, 2012
| Company: | Credit Union West
Glendale, AZ |
| Job Location: |
350 E Dunlap Ave Phoenix AZ 85020, AZ (Maricopa County) |
| Employment Type: | Full Time |
| Department: | Member Services |
| Salary Range: | $12.13 - $15.16 / hr. |
| Benefits: | Medical, Dental, Vision, 401K plus match, Life Insurance, LTD, STD, LTC, Paid Time Off, Paid Holidays, Tuition Reimbursement, & much more... |
Description: | SUMMARY:
Enhances the quality of life for our members by meeting or exceeding their service expectations. Provides high quality service, defined as ensuring prompt and accurate transactions, while utilizing a needs-based referral and selling approach that builds member trust and loyalty, delivered in a professional member friendly environment.
MSO Duties: Responsible for performing a broad variety of member services such as opening and closing accounts, taking loan applications, renewing certificate accounts and assisting members with account related discrepancies. Answer member questions regarding Credit Union services provided, and perform a variety of account maintenance. Cross sells services and performs related receptionist and administrative functions as required. Assists or refers members with any and all questions or problems that arise. Attends to all telephone inquiries and transactions for members.
MSR Duties: Responsible for providing a variety of paying and receiving functions, including processing of deposits, withdrawals, loan payments, official checks, money orders and cash advances. Performs specific assigned side jobs and actively supports a team environment by assisting other team members with a variety of duties as needed. Cross sells Credit Union products and services and supports all functions within the Branch.
| Duties: | ESSENTIAL DUTIES AND RESPONSIBILITIES
• Supports the mission of the Credit Union by enhancing the quality of life for our members.
• Ensures that all members’ needs are identified and the appropriate referrals or sales match the Credit Union’s services and products including, types of available accounts, special promotions, loan and deposit products, account convenience options and other related services and information.
• Maintains a product knowledge level that supports a needs-based referral and selling program. Actively listen to members to identify the needs and cross-sell accordingly.
• Responsible for the efficient and professional performance of member service functions.
o Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Rents safety deposit boxes. Orders checks for member accounts. Completes payroll deductions and authorization forms, ACH debits, wires and collection items and accurately completes paperwork associated with each.
o Follows proper fraud prevention procedures and completes Suspicious Activity Report’s (SAR) when required.
o Answers questions and solves problems for members by actively listening to problems, collecting data, securing answers and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Takes stop payment orders.
o Opens, renews and updates certificate accounts.
o Receives and directs members and telephone calls. Responds to inquiries and questions, or directs them as necessary. Records and relays messages.
o Performs file maintenance and account changes as needed.
o Opens, maintains IRA accounts, and answers questions regarding IRAs.
o Effectively interview loan applicants, calculate figures, verify information, seek cross-sell opportunities, complete applications, process loans when applicable and make sound recommendations when submitted to loan officer.
o Generate and complete analysis on credit reports including facilitating score enhancement for the members.
o Ensure loan agreements are complete and accurate according to policy and requirements set out in regulations. Ensure each loan packet has a document checklist appropriately completed for each closed loan.
o Maintain an acceptable follow up procedure for loans in the processing queues.
o Have knowledge of title work procedures to perfect lien status.
o Accurately and actively use the sell macros to track cross-sell efforts and/or any other tracking device that has been established by the credit union.
o Participate in credit union marketing programs and regular business directives to ensure the credit union meets its goals.
o Participates in outbound calling programs as needed to ensure the credit union meets its goals.
o Successfully pass the Credit Producer’s licensing test within 6 months of employment.
• Responsible for establishing and maintaining effective, professional business relations with members.
o Resolves member requests and questions promptly, courteously, and professionally.
o Keeps members informed of Credit Union services and policies.
o Maintains and projects the Credit Union's professional reputation.
• Responsible for establishing and maintaining effective coordination and working relationships with area personnel and management.
o Assists area personnel as required.
o Keeps supervisor informed of area activities and significant problems.
o Completes required reports and records accurately and promptly.
o Attends meetings as required.
Additional MSR Duties:
• Responsible for the efficient, effective, and accurate performance of their own MSR functions.
• Responsible for establishing and maintaining effective, professional business relations with members.
o Ensures that members' requests and questions are promptly resolved, exemplifying “one and done” service for the member.
o Maintains privacy of member account information.
o Ensures that the Credit Union's quality reputation is maintained and projected.
• Opens and closes computer terminal accounts daily. Processes assigned cash and transactions and balances at end of day.
• Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
• Provides the following transaction services for members:
o Processes deposits to savings, checking and other deposit related accounts.
o Disburses cash or check withdrawals.
o Provides travelers cheques, money orders, and VISA cash advances.
o Receives loan payments and service charge payments for services.
o Process transfers between accounts as required.
o Opens sub-accounts.
o Process IRA Deposits.
• Responsible for related duties as required or assigned.
o Actively and professionally cross-sells Credit Union services.
o Performs related clerical and administrative duties as needed.
o Ensures that work area is clean, secure, and well maintained.
SERVICE STANDARDS:
•Be prompt, smile and refer to the member/team member by name.
•Respond in a timely manner.
•Listen and make recommendations that will benefit the member/team member.
•Be thorough and accurate.
•Thank the member/team member.
PERFORMANCE STANDARDS:
•Enhances the quality of life for Credit Union members. Ensure that sales and service records meet established standards and are maintained throughout the performance cycle.
•Must be able to perform the necessary tasks and be able to accurately complete the appropriate forms associated with opening each of our products.
•Meet accepted standards of knowledge regarding all applicable laws and regulations in Lending and Member Services including Reg. Z, Reg. CC, Truth in Savings, Reg. E., Reg. B and all credit union internal policies.
•Meets established standards for cross-sell ratios.
•Ensures member services functions are efficiently and accurately performed in accordance with established policies, standards, and security procedures.
• Ensures good business relations exist with members. Member problems or questions are courteously and promptly resolved. Effective assistance is provided with member bookkeeping and checking account problems.
• Ensures good working relationships and coordination exist with area personnel and Management. Appropriate assistance is provided to area staff as needed. Supervisor is appropriately informed of area activities.
• Ensures required reports and records are accurate, complete, and timely.
• Ensures the Credit Union's professional reputation is maintained and conveyed.
• Follows established dress guidelines.
| Qualifications: | Education/Certification:
Experience (3) One year to three years of similar or related experience.
Education (2) Equivalent to a high school education.
Managerial Responsibility (1) Has no supervisory/managerial responsibilities.
Required Knowledge:Thorough knowledge of member services and products provided. Understanding of member bookkeeping procedures.
Interpersonal Skills (3) Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Independent Judgment (2) Specific standards and operating procedures provide very few options and latitude for independent decision and action. Decisions are usually limited to choosing between two or three known options. There is minimal room for discretion. Decisions normally take the form of recommendations (very limited decision making authority).
Mental Process (2) Problems encountered are relatively simple in nature, requiring some analysis or research to determine the best solution from a limited number of prescribed options. The job makes interpersonal, analytical or organizational demands which the general population would be able to perform with some basic training.
Organizational Impact (1) Nominal Impact: Would have little or no noticeable authority to make decisions that would impact the overall company goals and objectives and would not have budgetary responsibilities. The impact of the job would generally affect the services or product which an individual member would receive.
Organizational Restraint (2) Moderate supervision and inspection of work. Errors can be difficult to detect but are generally easy to resolve and/or consequences of potential errors are of some concern but not significant.
Professional License: Notary Commission (as required by management)
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.
Finger Dexterity:Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
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).
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