Lead-Member Services Representative

POSITION SUMMARY :

Responsible for the day-to-day operations of the teller line, providing essential leadership and support to their

coworkers. Excels in delivering exceptional member service, demonstrating precise cash and check handling

skills, and effectively resolving errors and troubleshooting issues. Responsible for clear and effective

communication within and outside the department, managing time and resources efficiently. Ensures that

members are assisted promptly and accurately, consistently maintaining a high level of service.

ESSENTIAL JOB DUTIES :

• Performs MSR paying and receiving functions. Actively cross-sells OURCU products and

services. Balances vault and ATM, monitors, orders, dispenses, verifies and balances

cash.

sensitive member relations problems. Explains policies and procedures to members.

Makes judgements for MSR's (within limits of authority) pertaining to cashing and / or

accepting checks or drafts. Investigates MSR out of balance conditions and institutes

corrective procedures. Ensures that each MSR balances at the end of the day and that

all monies are secured in accordance with established procedures. Ensures vault and

cash drawers are within policy limits. Ensures that member services functions are

performed in accordance with established policies and standards.

offerings. Assists and supports personnel as needed. Keeps management informed of

area activities and of any significant problems. Provides suggestions for improved

service. Completes required reports and related documents promptly and accurately.

Attends meetings as required.

procedures for opening and closing of operations, including vault, alarm and door

duties. Performs related clerical functions as required.

KNOWLEDGE AND SKILLS :

Education :

High school degree or GED required.

Experience :

Two to five years of similar or related experience, including time spent in preparatory positions.

Interpersonal skills :

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Indepth dialogues, conversations and explanations with customers, direct and indirect reports and outside

vendors of a sensitive and / or highly confidential nature is a normal part of the day-to-day experience.

Communications can involve motivating, influencing, educating and / or advising others on matters of

significance.

Other Skills :

Excellent communication and leadership skills. Professional appearance, dress and attitude. Solid math skills.

Ability to operate related computer software and other business equipment including 10 key and money

counters. Proficient PC skills as well as applicable software capabilities. Proficient with Microsoft Word and

Excel

ADA Requirements :

Physical Requirements :

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be

capable of climbing / descending stairs in emergency situation. Must be able to operate routine office

equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on

computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours

whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions :

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and / or Emotional Requirements :

Must be able to perform job functions independently or with limited supervision and work effectively either on

own or as part of a team. Must be able to read and carry out various written instructions and follow oral

instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence.

Must be capable of dealing calmly and professionally with numerous different personalities from diverse

cultures at various levels within and outside of the organization and demonstrate highest levels of customer

service and discretion when dealing with the public. Must be able to perform responsibilities with composure

under the stress of deadlines / requirements for extreme accuracy and quality and / or fast pace. Must be able

to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest

level of discretion on both internal and external confidential matters

OURCU's offers the following benefits :

OURCU is committed to equal employment opportunities. We are E-Verify Employer; if you have questions, please reach out to As part of our hiring process, we require a pre-employment credit and background check once a job offer is extended and accepted.

As part of our employment process we require a criminal background check and credit check.