| Role: |
To assist members and potential members with their financial needs directly and through other Member Service Representatives; provides expertise with respect to more complex Credit Union services such as certificates of deposit, electronic funds transfer, home banking, etc.; explains services, sets up new accounts, originates consumer loan applications, closes loans, responds to co-worker and member problems, and solves member issues promptly. The Senior Member Service Representative is responsible for smooth flow of branch office, responsible for the vault, opening and closing of the branch, making sure the branch is in balance at the end of the day, adequate coverage throughout the day (lunches, etc.) and general training of MSRs. This position ensures that members are promptly and professionally served. Actively cross sells all credit union products and services. |
| Essential Functions & Responsibilities: |
| E | 45% | Perform all Member Service Representative job duties. Assists other Member Service Reps with any member or job-related questions or concerns on a daily basis. Refers problems that are beyond their authority to the branch manager their supervisor, along with their recommendations. Assist with branch daily operations which includes: checking the calendar for loan closings, maintaining the vault control, lunch schedules, etc. Assist MSR's in decision making (within limits of authority) pertaining to cashing and/or accepting checks. Ensures that each teller balances at the end of each day and that all monies are secured in accordance with established procedures. Assist in finding balancing errors. Performs procedures for opening and closing of operations including vault and alarm. Keeps ATMs/ITMs filled and functional. Monitors and assists with cash order, dispenses, ships, and balances cash. | | | E | 30% | Responsible for all branch functions in the manager’s absence. Keeps management informed of any concerns. Provides suggestions for improved member service. Work with new MSRs to ensures they are properly well trained. Completes required reports and related documents promptly and accurately. Ensures that work areas and equipment are clean and well maintained. Complies with all credit union policies, procedures and protocols. Attends meeting and training as required. Meets training deadlines. | | | E | 20% | Provides leadership to personnel through delegation and communication. | | | E | 5% | Performs other job-related duties as assigned.
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| Performance Measurements: |
| 1. | Provide informed, prompt, accurate service and support to all members and co-workers. Maintains and projects the credit union's professional reputation. Maintains privacy of member account information. Perform all MSR duties and adhere to Member Service Standards. | | | 2. | Security procedures are understood and adhered to by all staff. | | | 3. | Ensure MSRs are appropriately directed, assisted, and supported. MSR functions are efficiently, accurately, and effectively performed in accordance with established credit union policies and procedures. Discrepancies are promptly resolved. | | | 4. | Responsible for branch operations which include balancing of: the vault, teller drawers, ATMs and ITMs on a daily basis. | | | 5. | To achieve branch and corporate goals - Actively cross-sell products and services in order for members to meet their financial needs. | | | 6. | Troubleshoot and resolve member and internal inquiries in a timely and accurate manner. Good working relationships and coordination exist with co-workers and management. Resolve Members problems or questions. | | | 7. | Ensure compliance with all applicable credit union policies and procedures. Working knowledge of regulations relating to all Credit Union deposit products (Reg E, Reg CC, Reg D, Truth-in-Savings Act). Ensure required reports and records are accurate and completed in a timely manner. | | |
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| Knowledge and Skills: |
| Experience | Two years of MSR or similar supervisory experience. | |
| Education | A high school diploma or GED. | |
| Interpersonal Skills | Supports sales culture. Strong leadership skills and ability to coach and motivate others. Ability to maintain an effective and efficient work flow. Excellent communication skills. Courtesy, tact, and diplomacy are essential elements of the job. | |
| Other Skills | Good listening and telephone skills. Able to use a computer keyboard and ability to make decisions with minimum information. Well organized. Ability to work well as a team member. Obtaining cooperation (internally and/or externally) is an important part of the job. The employee in this position must be capable of effectively multi-tasking and be detail-oriented. Must be able to have a good working knowledge of basic computer software, email, IM, use of the internet and the ability to learn internal use software. | |
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| Physical Requirements: | The employee, in the course of performing this position, spends time writing, typing, speaking, listening, lifting (up to 25 pounds). The employee for this position may operate any or all of the following: telephone, copy and fax machines, calculator, imaging equipment, postage meter, computer terminal, personal computer, related printers, and teleconferencing equipment. This position also may require travel by automobile between branches and occasional travel elsewhere for training. | |
| Work Environment: | The environment for this position is a cubicle within an open office that is clean and comfortable. It may include some minor annoyances such as noise, odors, drafts, etc. The employee is in a non- confined office setting in which he or she is free to move about at will. This is a non-smoking workplace. | |
| This Job Description is not a complete statement of all duties and responsibilities comprising the position. |
