Member Service Specialist - Branch Operations at Credit Union of Texas

Job Details

Description

Position Purpose and Objectives

The primary purpose of the Member Service Specialist (MSS) position is to assist Credit Union of Texas in living out its vision to “deliver an unexpected experience” by providing outstanding service to internal and external members. The Member Service Specialist position is responsible performing basic member account transactions and maintenance in addition to managing lobby traffic. A component of this position is to identify the financial needs of the member and recommend appropriate Credit Union of Texas solutions.

Major Duties And Essential Functions

• Receive and process member requests for (but not limited to) the following transactions:
• debit card origination and replacement
• medallion stamp and notary services
• account and loan statements
• safe deposit box access
• direct payments
• online banking inquiries
• copy services
• deposit transactions
• account research and maintenance
• coin machine, including bag change and replenishment
• Collect outstanding loan documents and check for accuracy before scanning the documents to the official record system and/or sending the documents to the corporate location for processing.
• Demonstrate enthusiastic support of Credit Union of Texas’s vision, core values, employee creed, and long term objectives. A key component of this is to “deliver an unexpected experience” by consistently providing outstanding service to internal and external members with every interaction.
• Regularly follow up with members to ensure that the required level of service is met regarding the member’s knowledge/ability to effectively use the products/services, and to continue to offer appropriate CUTX solutions.
• Meet or exceed established service goals.
• Ensure up-to-date knowledge of products and services by attending required training, retaining notifications of changes, and familiarity with all account/loan disclosures.
• Remain compliant with Bank Secrecy Act/Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position.
• Comply with Regulation CC and security procedures, including robbery and hold-up procedures.
• Protect member information and other sensitive information by maintaining confidentiality while adhering to the credit union’s privacy policy.
• Comply with Living the Brand standards and all policies and procedures of Credit union of Texas.
  
  

Positions directly supervised: N/A

Specific Knowledge, Skills, And Abilities Required For This Position:

• Must have the ability to multi-task and work under the pressure of deadlines
• Effective verbal communication and written communication skills
• Cognitive thinking, problem-solving skills, and sound decision-making
• Excellent member-centric service skills
• Tact and diplomacy when communicating with internal and external members
• Basic mathematical skills as it relates to the financial industry
• Ability to maintain an attitude of positivity, teamwork and cooperation with internal members
• Competence with computer programs, telephone, 10-key calculator, and other office machinery
• Goal oriented and ability to stay on task in a fast-paced environment
• Character built on integrity and sincerity; relatable
• Embrace coaching and training administered by leadership
  
  

Education: High school diploma or general education degree (GED)

Experience: Minimum 1-2 years or more of similar or related experience.

Physical Activities And Requirements Of This Position

CATEGORY

DESCRIPTION

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

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

Repetitive Motions

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

Average Hearing

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

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Sedentary Work

While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms. The employee will occasionally, stand and walk, climb or balance, and stoup, kneel, crouch, or crawl. The employee will occasionally lift and move up to 10 pounds.

Working Conditions of this Position

DESCRIPTION

None. No hazardous or significantly unpleasant conditions.

Mental Activities And Requirements Of This Position

Reasoning Ability: The ability to use common sense or logic.

Detailed

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Ability: The level of ability required to perform math skills and operations.

Basic

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Language Ability: The level of ability required to communicate and understand written and oral language.

Typical

Ability to use passive vocabulary of 7,000-9,000 words; read at a fast-paced rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write moderate to complex documents. Ability to communicate in complex sentences, using normal word order with present and past tenses and strong vocabulary. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Compliance requirement

The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position

Disclaimer

The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description