Credit Union Associate - Position Description Position Summary As a Credit Union Associate, individuals will spend several weeks in a training program consisting of both classroom-based and on-the-job trainings. Topics include member service, MSUFCU culture and philosophies, product knowledge, career development, computer systems, and compliance. This full-time position performs a broad variety of financial transactions and will assist members face-to-face, over the telephone, and via electronic written communication. This individual will answer members’ questions regarding their accounts and use product knowledge to offer Credit Union services and programs. This individual will interview for internal position openings for permanent placement within the credit union after completion of the training program. The training for this position will start on August 4, 2014. HOURS All Credit Union Associate must be available to work the following full range of hours: Monday-Friday (7:00AM- 9:00PM) Saturday (8:45AM- 3:15PM) All Credit Union Associates will be required to work every other Saturday with a day off during the week. Essential Duties and Responsibilities Member Services Representative: • Receive members in a friendly, professional manner and support the Credit Union’s mission statement • Remain conscious of public display of teller line and maintains a professional appearance at all times • Maintain members’ privacy by protecting their personal information • Process basic member transactions while reviewing accounts and establishing relationships for opportunities to offer Credit Union products and services that benefit members • Maintain and balance a cash drawer • Use knowledge and judgment to protect members and the Credit Union from loss • Perform member service related duties to include opening new accounts, adding additional services, etc. with support from others • Use critical thinking skills to solve problems and improve processes, work efficiently and use time effectively • Actively participate in branch and Credit Union promotions • Maintain awareness of branch activity and assist where needed, including but not limited to, branch opening and closing duties • Maintain active passwords to software systems • Maintain a high level of integrity, and treat members and coworkers with courtesy and respect; Foster teamwork and a supportive work environment • Recognize and seek assistance with complex situations • Take initiative within the branch, and seek training opportunities to develop or enhance knowledge • Accept ownership of, and remain current on, all new and existing information, processes and software systems provided by the Credit Union • Remain aware and alert of individuals in the branch and report suspicious activity to management • Remain current on robbery and branch emergency procedures • Participate in training activities within your department or branch and with the learning and talent development department; such training helps to ensure staff compliance with Credit Union policies and state and federal regulations and laws • Perform other duties and assist other employees, as assigned Call Center Specialist: • Provide superior service with constant member contact through Automated Call Distribution group • Use Creating Member Loyalty skills that support effective telephone communication • Understand the impact of attitude in handling calls professionally • Use effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects • Effectively deal with job stress, complex requests from members, and upset members • Effectively deal with different behavior types on the phone • Follow established procedures to properly verify members’ identity over the phone to mitigate risk • Answer questions and solve problems for members concerning credit union services by listening to problems, collecting data, researching, securing answers, and reporting results to the inquiring party; perform necessary financial transactions and file maintenance required to make necessary corrections • Use Creating Member Loyalty and other skills to diffuse escalated member issues and turn negative member experiences into positive ones • Actively cross-sell credit union products and services by analyzing accounts to identify products and services beneficial to each member and act on sales opportunities to deepen member relationships • Process new account applications by interviewing members to obtain all pertinent information, verifying the applicant’s identity, pulling, analyzing, and interpreting credit reports and Qualifile Advantage reports • Analyze new account applications for risk and make decision for approval or recommendation for denial • Assist in servicing consumer loans by processing such items as payoffs, refinances, extensions, problem loan workout arrangements, etc. • Process loan applications by interviewing members to obtain all pertinent information, pulling, analyzing, and interpreting credit reports, and obtaining and analyzing values on applicable collateral • Approve loan applications up to $50,000 for risk and make decision for approval or recommendation for denial if outside of your lending authority • Counsel members on proper use of credit and interpretation of credit reports to help them improve their financial condition and position themselves for improved future creditworthiness • Assist members with opening and servicing IRAs, HSAs, SEPs, CESAs, trust accounts, representative payee accounts, and other specialty accounts • Use limited access systems to provide specialized servicing for the credit union’s VISA products • Handle specialized calls for other areas of the credit union outside of normal business hours • Make high risk decisions regarding releasing holds on check deposits, raising limits at service centers, ATMs, etc., and making exceptions to normal procedures when warranted or when outside of normal business hours • Perform necessary research for obtaining copies of checks for member’s requests • Handle incoming mail such as: funds to pay off loans, termination of lien requests, etc. • Responsible for daily balancing of all financial transactions performed • Balance and prioritize multiple tasks while remaining focused and thorough to avoid errors in work • Assist management with special projects related to researching new products or services or implementing new software or procedures • Display time flexibility towards shifts as per work floor requirements eServices Specialist: • Answer questions, concerns, and problem-solve for members via the eMessage Center, Outlook, the online applications program, Live Chat, and when necessary, on the telephone and/or in person concerning all services provided by the Credit Union • Perform financial and file maintenance transactions required to make necessary corrections or requested services on member accounts and communicate results and resolutions to members with a thorough, professional, and friendly response • Assist and troubleshoot for both staff and members with questions regarding all MSUFCU and related third party electronic products and services including; Mint, Quicken, Quickbooks, MSUFCU owned websites, TrulyU, ComputerLine, mobile apps and mobile website, eDeposit, etc. • Process new account and Visa applications that originate from the various MSUFCU owned websites, utilizing ChexSystems as well as Experian credit reports to research applicant information and make decisions on opening the account as well as which services to offer • Respond to member and employee questions and concerns during an MSUFCU phishing attack • Maintain additional tasks and projects such as gathering member feedback, populating the MSUFCU website Frequently Asked Questions, etc. Knowledge, Skills, and Abilities Required • High school diploma required • Bachelor degree preferred, but not required • Demonstrates empathy and a commitment to providing superior member service • Ability to assess member needs and offer alternatives • Displays high level of integrity • Seeks continuous learning and improvement through feedback and other means • Ability to be a self-starter and work successfully in a team-oriented environment • Open to change and to considerable variety in the workplace • High level of both written and oral communication skills • Ability to develop constructive and cooperative relationships with others, and maintain them over time • Ability to analyze problems and to arrive at a proper solution • Demonstrates a commitment to the community and giving back • Accepts responsibility and is accountable for high-quality results • Ability to cross-sell products and services as beneficial to members • Displays high level of creativity and innovation • Fosters a positive, energizing, fun, and diverse environment • Careful attention to detail and accuracy
Posted on: Tue, 10 Jun 2014 20:53:52 +0000
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