Member Service Officer, 10001 Lomas NE, Bilingual Encouraged

Rio Grande Credit Union•Albuquerque, NM

7d•Onsite

About The Position

The Member Service Officer is responsible for processing new accounts, member service requests, and teller transactions through in-person channels. This role assists in creating an environment and culture to make members' dreams come true. The position involves opening new accounts, performing new member onboarding, meeting or exceeding deposit goals, and conducting initial quality reviews on new accounts. It also includes handling routine account-related requests, inquiries, and issues, creating leads and cases for member products and services that cannot be immediately resolved, and verifying/assisting with Safe Deposit Boxes. The role also manages opening and closing duties for the branch, follows account comments, warnings, and notes, manages member appointment schedules and lobby traffic, escorts vendors, processes disputes, wires, POA requests, and IRAs, and reviews/corrects account errors. Teller duties include processing and verifying cash, checks, deposits, withdrawals, transfers, and loan payments, completing end-of-day procedures, filling out CTRs, identifying shared branching members, and maintaining vendor relationships. Additional responsibilities include reviewing returned checks, setting up NetTeller, correcting frozen accounts, completing eCTRs, and filing SARs when necessary. The role also handles routine loan-related requests and inquiries, and is responsible for compliance and fraud prevention, including obtaining necessary verification and documentation, inputting CIP information, performing OFAC checks, identifying members with approved identification, filling out CTRs and SARs, and reviewing transactions for red flags, reporting suspicious activity to Risk Management. The Member Service Officer is expected to come to work with a member-focused, passionate, and dedicated approach, addressing member situations with care, helpfulness, and an open mind, proactively offering creative solutions to simplify business with RGCU. The position may assist in other areas as directed by management.

Requirements

Up to 6 months of related experience
High school degree or equivalent
Ability to write reports, business correspondence, and procedure manuals such as Standard Operating Procedures (SOPs)
Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public
Must be able to read and write using the English language
Ability to calculate figures and amounts such as discounts, interest, amortizations, proportions, percentages, cash flow, net present values, and depreciation
Ability to apply concepts of basic algebra and arithmetic
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Knowledge of Microsoft Excel Spreadsheet software
Knowledge of Microsoft Word Processing software

Nice To Haves

Bilingual Encouraged

Responsibilities

Open new accounts and perform new member onboarding process
Meet or exceed deposit goals
Perform initial quality review on new account
Complete butterflying account process
Perform and resolve routine account-related requests, inquires, and issues
Create leads and cases for member products and services that are unable to be resolved
Verify and assist with renting, maintaining, and auditing of Safe Deposit Boxes
Complete opening and closing duties for branch
Follows account comments, warnings, and notes
Manage and maintain member appointment schedules and lobby traffic
Escort vendors to appropriate department
Process disputes
Process wires, POA requests and IRAs
Review and Correct any account errors
Processes and verifies cash, check, deposits, withdrawals, transfers, loan payments
Completes end of day procedures
Completely and accurately fill out CTRs
Properly identify shared branching members, ensure completion of appropriate paperwork and fulfill transaction requests
Maintain vendor relationships
Verify cash replenishments from Loomis
Returned check review in Tranzact
Audits: Daily work and returned checks
NetTeller setting up and frozen account corrections
Complete eCTR/ adding CTR transactors
Complete SARs when needed
Answer routine loan-related requests and inquiries
Perform, prepare, and obtain all necessary verification and documentation for products and services
Completely and accurately obtain and input all CIP information for new accounts
Properly update all necessary CIP information in the core processor for all applicants, and applicable transactions
Accurately perform OFAC during transactions such as but not limited to: opening new accounts; adding individuals to an account or shares; producing cashier’s checks ; initiating wires, etc.
Accurately identify all members using RGCU approved types of identification for all transactions
Completely and accurately fill out CTRs and SAR for RGCU members or customers and Shared Branching guest members
Ensure that all accounts and transactions are reviewed for the appropriate red flags
Reviews transactions and sends suspicious activity to Risk Management via the compliance email group for review
Perform, prepare and obtain all necessary verification and documents for products and services
Come to work every day with a member focused, passionate, and dedicated approach
Approach every member situation from a caring, helpful, and openminded approach
Proactively approach issues and offer creative solutions that will make doing business with RGCU easier
Assists in any other areas as directed by the Assistant Branch Manager, Branch Manager, AVP of Branch Administration, Senior Management and/or President/CEO
Report all suspicious activity to the Risk Management department via the compliance group email