What are the responsibilities and job description for the Member Services Support position at West Community Credit Union?
Job Title : Member Service Support Department : Branch
Reports to : Branch Manager Classification : Non-Exempt
Job Summary :
Responsible for providing a high-level member experience via the lobby and telephone. Ensures members are greeted promptly and professionally. Assists members with sales and service requests. Serves as a Teller when needed. Supports the member experience levels through administrative assistance for branch personnel and providing exceptional service to members. Contributes directly to the achievement of sales by cross selling credit union products and services as well as recognizing opportunities to make referrals to appropriate staff.
Positions Supervised :
None
Duties / Responsibilities :
Assumes responsibility for the efficient, effective, and accurate performance of lobby management.
Welcomes members by greeting them in person or on the telephone, answering or referring inquiries to appropriate employees while meeting or exceeding established service standards.
Processes and sorts incoming and returned mail.
Assists with the effective management of inter- office mail, deliveries, and courier services.
Serve as the point of contact for member pick-up process.
Assist members with service request to include, but not limited to : print statements, provide balance information, order checks, assists with member plastic issues., redeem matured CD's, transfer funds, complete 'Skip a Pay' requests, send faxes, make copies, change addresses, perform notary functions, and scan ID's.
Prepares new member packets with updated information.
Audits check orders and new accounts for accuracy. Prepares additional reports and comparisons as needed.
Maintains knowledge of credit union products and services.
Assumes responsibility for establishing and maintaining effective, professional business relations with members, area personnel and management.
Ensures that members' requests and questions are promptly resolved.
Establishes, monitors member flow to ensure members have minimal wait times.
Act as a Teller on an as needed basis.
Manage branch supply needs.
Coordinate courier bag service pick-ups / deliveries and distribute courier envelopes to the appropriate parties.
Accept and forward all legal summons and garnishments to the appropriate department(s).
Submit travel notifications for traveling members.
Support frontline staff as requested.
Maintains privacy of members' accounts.
Complete various departmental reports.
Ensure marketing collateral standards are met.
Attends meetings as required.
Works at other locations as needed.
Assumes responsibility for related duties as required or assigned.
Ensures that work area is clean and well maintained. The desk area is secure in accordance with the Clean Desk Policy.
Performance Measurements :
Ensure that established service standards are followed and that excellent member service is provided to all members.
Member problems or questions are courteously and promptly resolved.
Required reports and records are accurate, complete and timely.
Good working relationships and coordination exist with area personnel and with management.
Supervisors are informed of area activities.
Credit Union's professional reputation is maintained and conveyed.
Required Skills / Abilities :
Strong oral and written communication skills.
Professional appearance, dress, and attitude.
Ability to work independently and as part of a team.
Attention to detail and time management skills.
Basic understanding of Credit Union operations.
Education and Experience :
High school graduate
Physical Requirements :
Talking : Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing : Able to hear average or normal conversations and receive ordinary information.
Finger Dexterity : Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Repetitive Motion : Movements frequently and regularly required using the wrists, hands, and / or fingers.
Average Visual Abilities : Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
Physical Strength : Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.
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