Member Services Representative

OVERVIEW

Meet the needs of our members and employees by providing quick and accurate service in a professional manner. Performs a variety of accounting duties according to established credit union policies and procedures. This individual will assist members with processing transactions, such as deposits, withdrawals, or payments, resolving complaints or account discrepancies, and answering questions.

Responsible for providing a variety of functions for members in person, via phone, and through the mail. Serves members and team members promptly and professionally.

KEY AREAS OF RESPONSIBILITY

Essential Duties

· Greet members and provide exceptional member service

· Process transactions including, but not limited to, deposits, withdrawals, loan and card payments, check withdrawals, bond redemption and cash advances

· Prove cash and checks at end of day

· Receive and process requests for, but not limited to, wires, stop payments, verification of deposits, ordering checks and debit cards

· Process negotiable instruments for collection purposes on a daily basis

· Open and close sub accounts and memberships

· Actively solicit products & services with new and existing members in conjunction with the marketing and overall goals of the Credit Union

· Assure proper maintenance, cleanliness and security of work area, equipment, etc.

· Perform other duties as assigned

· Represent the credit union in a courteous and professional manner

· Adhere to HFFCU Standards of Performance

· Perform all other duties assigned

· Completes required annual training by completion deadline

Other Duties

· Backup as the credit union’s Plastic Card Program by fulfilling the following duties:

· EFT

· Tracks and overseas the resolution of inquiries related to Funds Transfer services to ensure investigations are completed in a timely manner.

· Assists in establishing operational procedures and implements operational procedures

· Ensures that Funds Transfer activities and their associated reconciliations are completed daily.

· Keep knowledge up to date on current US regulations regarding Regulation E for wire transfer disputes.

PLASTICS

· Responsible for all activity on both the debit and credit card platform

· Issue, lost/stolen, fraud, chargebacks, closures, provisional credit, reporting

· New accounts, interchange, promos, Product growth

· Maintain vendor management and assure healthy business relationship

· REMOTE BANKING

· Responsible for all alternative banking solutions

· Mobile and Home Banking, Bank by Phone, Remote Deposit Capture, Person to Person, Courtesy Pay, ACH/Wires

· Maintain vendor management and assure healthy business relationship

Organizational

Participate in annual Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) training and demonstrate knowledge and understanding of the BSA and OFAC, including the immediate reporting of unusual or suspicious activity to the Risk Management Department. Undertake additional training specific to daily responsibilities and as required to ensure continued compliance with all applicable regulations.

· Ensure the Credit Union’s safe harbor protections as allowed by the BSA. Understand that if confronted with knowledge of existence of a Suspicious Activity Report (SAR), an obligation exists to preserve the confidentiality of that SAR, as well as any information that may reveal the existence of a SAR. Maintain awareness of, and immediately report to the Compliance Officer, any unauthorized disclosure of a SAR, or unauthorized disclosure of information related to a SAR. Understand that failure to do so is a violation of federal law and may lead to both civil and criminal penalties for SAR disclosure violations.

· Maintains a professional, positive attitude always. Serves as a role model for employees.

· Undertake other work-related duties as assigned

Security/Compliance

· Prevent unnecessary losses by remaining alert to surroundings and following security policies and procedures to provide a secure working environment.

· Ensure compliance with all aspects of the Bank Secrecy Act/Anti-Money Laundering Compliance program, including but not limited to: Member Identification Program, CTR and SAR Filing, OFAC and FinCEN Compliance, Transaction Monitoring such as Sale of Monetary Instruments and Wiring Activity and any other government regulations related to BSA/AML compliance.

· Comprehend and comply with state and federal regulations and all established internal policies and procedures.

· Perform all other duties assigned

· Completes required annual training by completion deadline

· High School diploma or equivalent

· Previous cash handling and customer service experience helpful

· Must pass a credit and background check to company’s satisfaction

Professional Qualifications:

· Proficient PC experience using MS Office products (Word, Excel, Outlook); and working

knowledge of financial services industry core processing and automated banking systems, i.e., Fiserv or equivalent; with the ability to learn and adapt to new technologies quickly.

Additional Requirements:

· Provides an exceptional level of quality service for internal/external customers; responds to customers' needs, questions and concerns in an accurate, effective, and timely manner

· Exhibits professional and effective listening, verbal, written and presentation communication skills (group meetings, correspondence, reports and email), with the ability to read, write, speak and understand English well to all levels of the organization and members

· Strong analytical reasoning, problem-solving, attention to detail, organizational, data review and time management skills, with the ability to accurately manage multiple assignments, goals, reporting requests and staffing schedules, ensuring priorities are set and commitments and deadlines are met, with minimal direction and supervision

· Strong working knowledge of bank accounting practices including the understanding of debit/credit relationships; math skills to calculate interest, balance accounts and locate routine mathematical errors

· Strong understanding and working knowledge of Electronic Funds Transfers (EFT) to include wire transfers, compliance, disclosures, and terminology related to banking laws and regulations

· Demonstrated ability to quickly focus on key issues and make decisions under pressure of time constraints Review and Accepted:

Job Type: Full-time

Pay: $18.44 - $19.89 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid sick time
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Salary : $18 - $20