Member Service Advisor II - Full Time/Part Time

Role: To assist members with their financial transactions, involving paying and receiving cash and other negotiable instruments. In addition, assist members and potential members with their Credit Union needs; explains services, sets up new accounts, assists with their loan requests, providing clerical and administrative support needed to process and close member loans, respond to problems, and direct members to the appropriate team members. Any of these roles can be in person, video banking or by phone within the Member Support Center. In addition to performing these tasks, MSA 2 will direct and coordinate the activities of personnel at a full-service branch. This position will be included in Keyholder duties such as opening or closing the branch.

Essential Functions & Responsibilities:

40%	Welcomes members and provides routine information concerning services and directs members to appropriate department for specific information and service. Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers issues that are beyond their authority to their supervisor, along with their recommendations. Takes member loan applications and prepares them for review by a Credit Analyst. Processes approved loans and sets up date and time to close the loan and make disbursements. Receives and processes member financial transactions, including deposits, withdrawals, and loan payments; sells monetary instruments to members; transfers amounts from member accounts as directed. Identifies cross-sell opportunities and cross-sells services and products to members.
20%	Leads staff through training. May participate in training of new branch personnel and updates staff on any policy or procedural changes.
20%	Assists staff with balancing daily processing and balancing; making appropriate decisions when processing transactions; and cash/vault management. Monitors branch office operations to ensure that security procedures are being followed and that appropriate steps are taken to correct unsatisfactory conditions.
10%	Monitors branch office operations to ensure that security procedures are being followed and that appropriate steps are taken to correct unsatisfactory conditions
5%	Evaluates all branch activities to ensure they are in compliance with established Credit Union policies, procedures, and objectives; recommends changes to manager.
5%	Performs other related duties as assigned. This may include a change of work location as necessary to maintain member service levels or a "floating" work assignment between locations. This also may include answering calls for the member service call center as needed.

Performance Measurements:

1.	To provide prompt, accurate, courteous, friendly, timely and professional service to all members. To assist members waiting in the lobby within designated time frame; To answer telephone promptly; To respond to all correspondence within defined window of time. To accurately post transactions and balance work, with errors and/or outages not to exceed established policy guidelines
2.	Produce loan documents, reports, and new accounts with no unresolved errors according to established department standards.
3.	To process member transactions without error; troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
4.	To maintain a professional work environment and businesslike appearance.
5.	To maintain a dependable record of attendance and timeliness
6.	To ensure that the staff provides friendly, professional, and personal service to all members. To promote a sales and service culture within the branch, by example.
7.	To troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
8.	To keep management informed regarding key operating issues affecting the branch.

Knowledge and Skills:

Experience	Three years to five years of similar or related experience.
Education	A high school education or GED.
Interpersonal Skills	Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Other Skills	Able to operate a 10-key calculator, typewriter, and computer keyboard. Must be good with detail to deal with numbers and names.

 

Disclaimer: Must be able to work and travel to different credit union locations as determined by management.