Lead Member Service Representative(LEAD MSR) - Partnership Financial Credit Union

Are you looking to work for a fun, fast paced, hardworking, learning setting with great people in a team orientated environment?

If you are interested in helping people achieve their financial goals and making a difference in the lives of others, a credit union is a place for you. Credit unions are a great place to work as we are focused on our mission of "people helping people". Working at a credit union is fun, fulfilling and best of all, we get to make a difference in our members' lives.

At Partnership Financial Credit Union (PFCU) we have a full time position available that could be a great fit for you. If you have a knack for a fast-paced, get-it-done workplace, a passion for helping people, and enjoy working and collaborating with others, then you may want to join our team!

When you work for PFCU, you are both an employee and a member of a credit union. This means we care about your well-being just as we do our members, and you'll get to enjoy all the benefits a credit union has to offer too!

Sound enticing? Let me tell you a little bit about PFCU. First, let's talk about what a credit union is and how we are different from a bank. Credit unions are not-for-profit organizations that exist to serve their members. Like banks, credit unions accept deposits, make loans and provide a wide array of other financial services. As a member-owned and cooperative institution, a credit union provides a safe and sound place to save and borrow at reasonable rates with your best interest at heart.

With origins dating back to the 1950's, PFCU is a member-owned financial institution with offices in Morton Grove, Barrington, Des Plaines, Evanston, and Franklin Park. We remain dedicated to maintaining close, personable relationships with our members while delivering the best possible products and services. Along with CEO Mary Ann Pusateri' s long tenure of over 35 years, PFCU has many team members with over 20 years of service. Learn more about PFCU at www.mypfcu.org.

We strive to help our members achieve their financial goals. Because we're not a bank, we don't drive up profits. Instead, we focus on driving up member satisfaction through our, low loan rates, high deposit rates and low or no fee products and services.

We are looking for a Full Time LEAD MSR to join our team in Barrington!

If you are interested and would like more information, please see below to read a full description of duties and requirements.

Partnership Financial Credit Union

Lead MSR

Summary

The Lead MSR is responsible for assisting members with their financial needs, processing transactions and requests within limits and with a high degree of accuracy. The Lead MSR has a goal of achieving in-depth understanding and knowledge base of PFCU's product and services and works to improve skill set to that of a subject matter expert (SME). The Lead MSR consistently builds and broadens relationships and enhances the member experience by providing prompt, efficient, confidential, and accurate service in a friendly, positive, and professional manner while recognizing additional sales opportunities.
The Lead MSR will report to the Director of Member Experience and may receive guidance from other PFCU management. S/he acts in accordance with established policies, procedures and regulations and accurately provides members with a variety of financial services while meeting or exceeding established sales goals. The Lead MSR is responsible for all office and vault, cash including cash like items. The Lead MSR is responsible for mentoring the MSR team including scheduling.

Key Responsibilities
1. In person, phone or email, greets, interacts, communicates, and assists members by providing prompt, efficient and accurate service within established limits in a professional and friendly manner. Assists member with general account inquires or issues for resolution and satisfaction.
2. Management of the MSR team including member service, audit & compliance, scheduling, and performance evaluations.
3. Proficiency in all credit union software applications including Microsoft Office and general office equipment.
4. Within established limits, processes all types of member transactions and documentation associated with member requests including but not limited to; general account deposit, lending transactions, processing debit and credit card orders, member profile updates/changes and ancillary products such as, movie tickets, vehicle stickers and gift and travel cards. Requests additional information from member when needed and follows up to ensure completion.
5. Ordering and management of all office cash, security of all cash and cash like items within the office.
6. Maintains and monitors cash control position for own cash drawer.
7. Maintains and completes audit logs for internal controls.
8. Monitors and replenishes office supplies and inventory.
9. Builds member rapport at every opportunity. Promotes, explains and cross-sells PFCU's product line to all members consistently.
10. In-depth understanding of all PFCU products and services in order to sell / cross sell to members and meet or exceed individual and organizational goals.
11. Keeps abreast of industry developments including, but not limited to changes in regulations, technology current events, credit union, banking, and lending trends allowing members to rely on you for information and education.
12. Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards; works effectively with members, co-workers, management, and vendors. Displays and promotes teamwork. May represent PFCU in SEG and community functions to promote the credit union in a positive light.
13. Ensures adherence to company all policies and procedures and Banking/Credit Union Regulations; adheres to all regulatory compliance including teller operational duties.
14. Performs additional duties as required and may be utilized in other PFCU offices and departments as business needs dictate.

Scope
The Lead MSR works general supervision following established guidelines and procedures. This person has a sale and operational skill set, pro-active, cross functional, action orientated, self-motivated, detail and goal orientated. The Lead MSR works within the MSR Team and reports to the Director of Member Experience. The Lead MSR works towards growth by enhancing and deepening his/her knowledge of PFCU's financial products and services, procedures, governmental regulations, attends meetings, training opportunities, and meets or exceeds established sales goals. S/he must possess solid relationship building, communication (oral and written) skills, willingness to recognize opportunities to refer additional PFCU products and services to members on a consistent basis. Additionally, s/he must meet all required PFCU and regulatory compliance training.

Essential Skills, Knowledge and Requirements
1. High School Diploma or equivalent job-related experience providing the necessary knowledge, skills and abilities to successfully perform the responsibilities of the role.
2. Minimum of 2 year of related experience; customer service and sales. Prior cash handling, credit union or banking experience preferred. Experience in working with and assisting others in a professional setting.
3. The ability and desire to consistently build relationships, identify, introduce additional products and services to members or potential members in order to meet assigned individual or organizational goals.
4. Excellent verbal, written communication skills, well-organized, ability to multi-task, accuracy and detail orientated.
5. A professional demeanor, positive attitude and the willingness to advance.
6. In-depth understanding of credit union or banking or lending products, services, policies and procedures.
7. Results driven, goal and service oriented, self-motivated and able to work independently and as part of a team.
8. Trustworthy with the ability to maintain highest level of integrity; bondable.
9. Proficiency in all PFCU's software applications including member applications and Microsoft Office.
10. Must be flexible regarding work schedule as evening hours and Saturdays may be necessary.
Additional Information and Requirements
The Lead MSR performs a major portion of his/her duties through verbal and written communications. It is critical that s/he possess the ability to communicate with clarity, while understanding and explaining complex situations to team members and outside contacts. Accuracy is essential and s/he must possess the ability to proofread documentation and correspondence to insure free of errors and fraud. The person will spend a good portion of the day standing and may be mobile throughout the credit union for purposes of meetings, working with others etc. The ability to move or lift, files, boxes and general office equipment if needed.