Member Relationship Specialist

Description

POSITION TITLE: Member Relationship Specialist

DEPARTMENT: Operations

CLASSIFICATION: Non-Exempt

APPROVED BY: CEO

POSITION REPORTS TO: Branch Manager

POSITIONS SUPERVISED: None

WAGE GRADE: 7

WAGE RANGE: $19.23 - $24.04

POSITION PURPOSE

The Member Relationship Specialist is the first point of contact, problem resolution and responsible for creating a “wowing” first impression to existing and prospective members. Responsible for account openings, changes and closings, lending applications and support, and research and resolution of complex problems. Applies working knowledge to educate existing and prospective members on products and services to meet their current and future financial needs. Ensures members are promptly and professionally served.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for ensuring and performing efficient, effective, and professional MRS operations.

• Responsible for account maintenance, opening new accounts (consumer, defined, and business), closing accounts, originating loan applications, processing loan closings
• Answers questions and solves problems for members by active listening, collecting data, securing answers and delivering solutions to the member. Resolves member account reconciliation problems.   
• Assists with complex transactions, cashier's checks, money orders, gift/travel cards, instant issue cards, and maintenance of certificate shares
• Assists in maintaining an inventory of cashier's checks, money orders, gift/travel cards. 
• Assists with balancing the vault, ITMs, coin machines 
• Answers questions regarding IRAs and HSAs
• Acts as a liaison between members and the ITMs

Effectively ensures optimal team performance.

• Supports leadership to personnel through effective delegation and communication.  
• Shares knowledge with team regarding policy, procedure, service and product offerings. Assists new employees.
• Provides support and suggestions for improvement in performance, process and efficiencies. 
• Assists and supports the team and peer departments, as needed.

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

• Keeps management informed of area activities and of any significant problems. Provides suggestions for improved product, service or process.
• Completes all required reports and related documents, including but not limited to branch audits, membership cards, CTRs, etc. Responsible for ensuring documents are completed accurately and promptly.
• Attends meetings as required.

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

• Responds to members in a courteous, professional and timely manner, providing prompt, accurate and efficient service.
• Maintains regular contact with other departments to obtain information and/or to correct transactions.
• Assists Deposit Operations personnel as needed
• Ensures the Credit Union’s professional reputation is projected and maintained
• Keeps executive management informed of area activities and of any significant problems. 
• Attends and participates in meetings as required.

Assumes responsibility for related duties as required or assigned.

• Ensures work areas and equipment are clean and well maintained.
• Performs procedures for opening and closing of operations, including vault, alarm, and door duties. 
• Provide replacement MRS coverage as needed.
• Performs related administrative and lending functions as required.
• Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations.

PERFORMANCE MEASUREMENTS

• MRS functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.  
• Safety and security procedures are understood and adhered to by all MRS’s
• Accurate balancing, reporting and compliance with transaction policy and credit union standards.
• Good business relations exist with members. Members' problems or questions are courteously and promptly resolved.
• Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.
• Required reports and records are accurate, complete, and timely
• The Credit Union’s professional reputation is maintained and conveyed.
• Good working relationships, DEI and collaborative initiatives exist with credit union personnel.

Requirements

QUALIFICATIONS

EDUCATION/CERTIFICATION: 

High school graduate or equivalent required. 

REQUIRED KNOWLEDGE: 

• A thorough knowledge of member service, cross-selling and branch operations.
• Understanding of Credit Union operations, including opening and closing accounts, loans,
• IRA, HSA, and certificate procedures.
• Understanding of Credit Union philosophy.
• Knowledge of basic accounting.

EXPERIENCE REQUIRED: 

Minimum of two years in member service or sales experience preferred, ideally in a financial institution 

SKILLS/ABILITIES:

• Excellent communication, listening and problem-solving skills.
• Training and leadership abilities preferred
• Professional appearance, dress, and attitude.
• Solid math skills.
• Ability to operate related computer software, and business equipment including 10-key, money counters, and telephone.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: 

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

TALKING: 

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

AVERAGE HEARING:

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

REPETITIVE MOTIONS: 

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:

Sitting and standing. Exerts up to 50 lbs. of force occasionally.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions. (Such as in a typical office.) Travel may be required for training and replacement coverage purposes.

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:

Ability to perform basic math skills, use decimals to compute ratios and percentages.  

LANGUAGE ABILITY:

• Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
• Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
• Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.

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.