Member Solutions/Member Contact Specialist

Primary Responsibilities

• Processes RDC, A2A, ACH, and share draft files, reviews exceptions, and submits returns according to file schedule. Processes member adjustments as needed.
• Maintains ACH origination payment templates/profiles processed by the Credit Union's correspondent. Ensures the Credit Union has proper documentation to support originated payments.
• Reviews new accounts and payments for multiple risk factors and takes actions to balance good member service with risk management.
• Balances the related general ledger suspense account daily.
• Reviews and posts ATM and POS transactions and exceptions as needed.
• Ensures accuracy of ACH and share draft stop payment requests.
• Prepares and mails stop payment forms to members for a signature when originated on Home Branch.
• Reviews deceased members' accounts.
• Reviews unexpired check guarantees that are over five business days old.
• Welcomes and serves members in a friendly and courteous manner, thanking the member for their business and using the member's name during the transaction or call.
• Complies with member identification procedures and exercises discretion when dealing with confidential information.
• Strives for first call resolution, but may require research, follow-up, and return calls.
• Provides member services such as checkbook orders, stop payments, etc.
• Provides account information and processes member requests for statement copies.
• Researches and corrects errors on member accounts.
• Performs general account maintenance on member accounts, such as address changes.
• Ensures compliance with all applicable regulatory requirements.
• Asks appropriate questions to obtain an understanding of members' needs and recommends products and services that may benefit the member and meet the Credit Union's corporate goals.
• Resolves or refers electronic service issues including, Online Banking, Bill Pay, Remote Deposit Capture, Debit Cards, and Credit Cards.
• Proactively monitor, detect, and mitigate account takeovers while swiftly resolving incidents to protect member accounts and ensure security.
• Provide troubleshooting for debit and credit card issues, including transaction disputes, card declines, fraud concerns, and technical malfunctions, ensuring swift resolution for members.
• Performs such other duties as may be required from time to time for the overall management and operation of the Credit Union

Additional Responsibilities

• Assists with balancing and reconciliation of department related general ledger accounts, ATM reconciliation
• Assists with Overdraft Privilege Program and deposit charge off accounts.

Educational/Experience Requirements

• Associates degree in related field.
• 2 years of experience in a similar or related field including customer service experience.
• Previous teller or financial institution experience required.
• Equivalent work experience may be substituted for educational requirement.

Physical Requirements

The physical demands described here are representative of those that must be met by an associate 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 associate is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and see, talk, or hear. The associate is frequently required to stand and walk. The associate must regularly lift and/or move 20-35 pounds and occasionally lift and/or move up to 80 pounds.

Qualifications

• Strong verbal and written communication skills.
• Strong organization and prioritization skills.
• Demonstrated internal and external customer service skills.
• Proficiency in current version of Microsoft Office Suite.
• Requires a good working knowledge of Credit Union policies and procedures.