Job Title: Lead Member Service Officer

Department: Sales & Service

Reports To: Assistant Branch Manager

FLSA Status: Non-Exempt

Grade: 7

Summary

The Lead Member Service Officer acts as lead to support branch management and branch. Develops and ensures a strong culture to educate and meet member’s financial needs.

Essential Duties and Responsibilities

• Resolves member complaints and handles escalated member situations in the absence of a manager.
• Supports and processes contributes to the growth of memberships, assets, and loans by opening new accounts, providing account maintenance and processing loan applications as needed.
• Provides a high level of support and knowledge to branch staff
• Assists with training, coaching, and development of staff.
• Acts as back-up to Branch Manager and Assistant Branch Manager.
• Provides support and oversight to member appointment schedules and lobby traffic
• Performs branch opening and closing duties as required. Completes other duties as assigned.
• Accurately identify all members using RGCU approved types of identification for all transactions.
• Completely and accurately obtain and input all CIP information for new accounts.
• Properly update all necessary CIP information in the core processor for prime and joint members and customers on all accounts for all transactions.
• Completely and accurately fill out CTRs for RGCU members or customers and Shared Branching guest members.
• Accurately perform OFAC during transactions such as but not limited to: opening new accounts; adding individuals to an account or shares; producing cashier’s checks or money orders; initiating wires, etc.
• Ensure that all accounts, loans, and transactions are reviewed for the appropriate red flags.
• Report all suspicious activity to the Risk Management department via the compliance group email

Supervisory Responsibilities

This position has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Decision-Making and Judgement - Collects and evaluates all relevant information prior to making job-related decisions. Presents well-considered alternatives when making recommendations. Makes decisions in a timely manner. Communicates with all affected parties prior to implementing decisions. Maintains appropriate, professional boundaries with all peers, subordinates, supervisors, managers, vendors, and guests. Understands what appropriate, professional boundaries are and models these boundaries to others.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attention to Detail - The ability to process detailed information effectively and consistently. Demonstrates accuracy and thoroughness; monitors own work to ensure quality.

Critical Thinking - The process of actively and skillfully using a set of core skills - analysis, evaluation, inference, deductive reasoning, and inductive reasoning - to process and generate information and beliefs.

Education and/or Experience

Experience - 6 months to 2 years related experience

Education - 2-year college degree or completion of a specialized course of study OR 2 years related experience

Language Skills

Ability to write reports, business correspondence, and procedure manuals such as Standard Operating Manuals (SOPs). Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public. Must be able to read and write using the English language.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, amortizations, proportions, percentages, cash flow, net present values, and depreciation. Ability to apply concepts of basic algebra and arithmetic.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete and flexible variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have working knowledge of Microsoft Office products

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee must frequently lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. Work is performed primarily by computer at a desk.

Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.