Member Service Associate

All Member Service Associates act as an ambassador of the organization and there are many different responsibilities and duties of this position. This position will serve on the tellerline and will be scheduled based upon the needs of the business. The Member Service Associate will be responsible for, but not limited to, the following items.

CASH HANDLING RESPONSIBILITIES:

In accordance with the Teller Operations Manual, Teller policies and procedures, the Member Service Associate will perform the following non-exhaustive list of duties:

• Accept deposits, perform withdrawals and transfers, cash checks and make loan payments.
• Sell cashier’s checks, gift card and other products sold at the teller line.
• Perform Visa and MasterCard cash advances as well as Equity loan advances.
• Assist in opening, verifying and posting mail, ATM, and night drop deposits and/or payments.
• Accept current and prior year IRA deposits.
• Follow Credit Union policy when placing check holds and completing Currency Transaction Reports.
• Responsible for the daily balancing of cash drawer, daily checks, and traveler checks.
• Approve checks that are within your check authority limits.
• Cash bonds and update member records accordingly, including but not limited to the tax files records.
• Verifies branch cash shipments and ATM cash deposits.
• Redemption and Foreign Currency orders.
• Facilitation of Foreign Check creation.
• Assisting in the security of the branch vault and safe deposit box operations.
• Operate and aid in balancing the coin machine. Assist members in running coin as needed.
• Operate the cash counter as needed when aiding in branch balancing and auditing.

OPERATIONAL COMPLIANCE/AUDIT:

• While performing duties and responsibilities, all should be maintained with a minimal level of operational errors.
• Responsible for aiding the branch in security and fraud prevention by means of greeting all members as they enter the building, being aware of surroundings throughout the business day, acknowledging and understanding fraudulent checks, documents and situations as they arise and protecting the members and the Credit Union on a daily basis.
• Adhere to record retention requirements of Notre Dame Federal Credit Union.
• Correctly and properly complete all member documentation.
• Adhere to all BSA onboarding CIP procedures.
• Abide by and follow Regulation B, Regulation CC and Regulation E. Continue to regularly educate members on Regulation D.

MEMBER SERVICE:

• Assist members in a consultative sales mentality. All Member Service Associates are expected to serve as an expert financial consultant that will be able to readily recommend and assist members with financial literacy via offering products and solutions offered by Notre Dame Federal Credit Union.
• Responsible for having a vast understanding of all products and services offered at the Credit Union via ongoing training.
• Aid in handling member issues/concerns/complaints. Deescalate any outstanding issues members may have while in the branch or while calling into the branch.
• Member Service Associates will be responsible for readily greeting, assisting and aiding all members that come into the branch location with any needs they may have. In addition to this, the Member Service Associate should look for opportunities with every interaction to further the relationship with the member.     
• Actively profiles new and current members and cross-sells appropriate products and services to meet member’s needs.
• Track all referrals and member related issues via sales trackers and production trackers.
• Order checks for members as requested.
• Create, maintain and close certificates for members as needed and recommended by the partner.
• Attend and take online courses as needed and assigned to continually increase knowledge and capabilities within the position.
• Assist members in balancing check books, reconciling account history and personal financials.
• Positively promote the organization both internally and externally with all member and/or potential member interactions.
• Process Debit Card orders, transaction research, travel notifications, log maintenance, disputes, velocity changes and operations of core debit card system Vantiv.
• Perform stop pays as requested by the member.
• Complete Wire Transfer documentation and aid Electronic Services in completing the transfer as requested.
• Set up and create Automated Funds Transfers (AFT) for depository accounts and loan products.
• Operates computer to accurately post transactions, open, close and service accounts, access account information, and update member account information.
• Knowledgeable of branch opening and closing procedures and able to perform these duties as necessary in a safe and secure fashion.
• Assists with monthly branch audit checklist and other reports and audits as needed.
• Promotes a favorable image of, and goodwill for, the Credit Union in the community.

SUPERVISORY RESPONSIBILITIES:

None.

PERFORMANCE STANDARDS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The Member Service Associate must fully understand Credit Union products and services and be able to assist members in using these products and services. The Member Service Associate must possess a cooperative and positive attitude toward members and Credit Union staff and must consistently uphold the Credit Union’s Service Expectation Model. Furthermore, the Member Service Associate must have a full understanding of the tellerline in all capacities.