Member Service Center Specialist - Community Credit Union of Florida

Member Service Center Specialist

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community.” One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

The Member Service Center Specialist in the Member Service Center is responsible for performing member-oriented telephone and electronic activities including opening, processing, maintaining, and closing all types of accounts, products, and services and performing the associated clerical functions; assisting members with their selection of products and services and educating members on the benefits of the products offered by the credit union; conducting oneself in a professional, friendly manner with an emphasis on member education and quality of service; and providing assistance to members and support for other related branch activities.

Community Credit Union is an Equal Opportunity Employer (EEO) and supports a drug free workplace.

ESSENTIAL DUTIES

1. Demonstrates enthusiastic support of the corporate mission, core values, and long term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.

2. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises, and meets all established service goals.

3. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.

4. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines. Responsible for accurately completing daily task activities and entering data in a timely manner.

5. Assists members with a selection of various accounts, products, and financial services available from the credit union; ensures an emphasis is placed on the quality of service and member education.

6. Performs the following activities as needed or required: assists members, updates member information and verifies identity, performs funds transfers, places check orders, performs various loan and teller transactions, completes fraud claims, maintains files, controls access, and processes affiliated reports.

7. Assists and supports members in conducting all banking transactions electronically through strong written and verbal communication.

8. Researches and resolves account-related inquiries submitted through phone, email, home banking, secure messaging, chat, LSI tickets, and any other channels related to electronic delivery

9. Assists members with troubleshooting computer and/or mobile issues within online banking and our website.

10. Responsible for accurately processing routine member transactions including deposits, withdrawals, and transfers within policy guidelines, including transactions of all types such as deposits, withdrawals, loan payments, credit card payments, and line of credit advances through a digital channel (video session). Confirms all necessary documents are properly authorized, are in proper form, and are within authorized limits. Receives payments for mortgage, installment, and share secured loans, ensuring that payments equal the amount due and that all late charges, if applicable, are collected. Sustains teller balancing standards and accuracy throughout the workday, and at the end of each day.

11. Verifies member identification and scans identification into the system for proper documentation.

12. Provides information on credit union services including membership eligibility, types of credit union accounts, interest rates, current dividend rates, locations, office hours, and telephone numbers. Actively promotes and cross-sells products and services by providing recommendations and assisting members in whatever capacity necessary.

13. Updates member information and verifies identity, processes mail or reports, and performs end-of-day balancing, including checks as requested.

14. Adheres to security controls policies and procedures to aid in the detection and prevention of fraud, theft, robberies, threats of violence, fires, accidents, and facility safety.

15. Maintains ongoing communication with the supervisor, informing the individual of all pertinent problems, irregularities, new developments, changes, and other important information within the department.

16. Continuously takes initiative to learn all aspects of online products and service features to better serve the members.

17. Collect pertinent information of potential members to determine whether they meet the membership criteria to comply with the Bank Secrecy Act/USA Patriot Act Customer Identification Program. Prepares all documents and items pertaining to accounts and processes according to policies and procedures.

18. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.

19. Performs other related duties and works on special projects as assigned.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); or up to two or (2) years related experience and/or training; or the equivalent combination of education and experience as a Customer Service Representative (CSR) in a financial institution. Work-related experience should consist of exceptional customer service and a sales background. Educational experience, through in-house training sessions, formal school or financial industry-related curriculum, should be business or financial industry related.

• Possesses a thorough knowledge of credit union policies, rates, and the documents and disclosures necessary to ensure compliance and consistency with current regulations.

• Basic experience and understanding of third-party financial software offered through a vendor (Digital Insight) necessary to educate and assist the members.

• Intermediate experience and knowledge of operation activities, terminology, products, and services; related state and federal compliance regulations and operational policies.

• Intermediate skills in computer terminal and personal computer operation; word processing, spreadsheet, and software programs. Intermediate typing skills to meet the production needs of the position.

• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors.

• Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and communicate clearly to members and employees.

• Effective organizational and time management skills, with the ability to multi-task and the ability to work with close supervision while performing duties.

• Ability to handle simple problems in nature requiring some analysis or research to determine one best solution.

• Current Florida driver’s license and a vehicle with appropriate insurance coverage, if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety of individuals or others.