Member Support Operations Representative (MSR 2)

HealthCare Associates Credit Union•Lisle, IL

13h•$23 - $28•Onsite

About The Position

A key component of this role is to identify the financial needs of each member and recommend an appropriate quality financial solution. In addition, this position will have the overall responsibility of providing the members with accurate, efficient, and courteous service focusing on the following: opening of new accounts; maintaining member records; responding to member needs; processing member transactions through the mail, by phone, online or in person; accurately balancing work. The processing of Zelle, Bio-Catch, fraud and report monitoring are also a major responsibility. This team is also responsible for providing back-up Contact Center support, both from a queue and documentation processing perspective, as well as, branch support during staff shortages.

Requirements

Ability to work cooperatively in a group setting
Basic math skills necessary for balancing
Working knowledge of computer systems (e.g., Word, Excel, PowerPoint, Windows 11, etc.)
Ability to communicate and convey thoughts and ideas clearly and concisely
Ability to multi-task and work in a fast-paced environment
Ability to listen attentively and work independently with minimal supervision
High school diploma or equivalent

Nice To Haves

Prior financial institution experience helpful, but not required
Prior customer/member service experience helpful, but not required

Responsibilities

Member & Staff Service
Provide exceptional service to both internal and external members in alignment with the credit union's standards
Consistently meet or exceed established sales and service goals
Demonstrate strong and up-to-date product knowledge
Assist members effectively in person, by phone, email, and online
Process New Accounts
Establish savings/membership accounts
Open checking accounts & order checks
Open money market accounts & order checks
Open subsequent savings, Christmas club, vacation club accounts and CDs
Open and understand fiduciary accounts (representative payee, custodial, trust and estate accounts)
The processing and follow-up of all online applications
The processing of Business Development applications
Maintain Membership Records, Documentation and File Maintenance
Process name changes
Process address changes
Process all required account maintenance
Scan all applicable member documents daily
Utilize and record as required in Synapsys
Process and set-up auto share transfers, loan transfers and off cycle transfers per member request
Possess knowledge of Alkami and assist with online support
Possess knowledge of bill pay and assist with the set-up and usage
Prepare out clearing checks and forward to accounting daily
Respond to Member's Needs, Inquiries and Requests
Research account inquiries or discrepancies
Provide members with rates and account disclosure information
Suggest products and services to further benefit member financial needs
Order check copies, plastics, statement copies, and reorder checks, etc.
Complete verification of deposit forms and immigration letters
Process Members Mail in Transactions
Post deposits to various share accounts
Post loan payments
Process VISA payments
Send receipts for mailed in deposits
Send withdrawal checks or close accounts per member written request
Process Members Walk in Transactions
Post deposits to various share accounts
Post loan payments
Process VISA payments
Process cash and check withdrawal requests
Transfer funds between share account or from share to loan & VISA
Process wire transfer requests
Process stop payments
Process Charge-off and GL payments
Accurate Balancing
Examine checks for endorsements, negotiability, and determine if funds hold needs to be placed
Verify transaction slip is completed accurately. Assist in person member with completion if necessary.
Complete transaction slip if it is a non-face to face, night drop or mail-in transaction.
Make sure all totals balance with computers teller balance records and recyclers if applicable
Zelle Processing, Review, Analysis and Support
Review, monitor and process all Zelle rule violations in Yellow Hammer and FCD
Review, monitor and process all accounts in PayCenter Portal
Review daily activity and reporting within CRM
Review and monitor Zelle reports
Bio-Catch Monitoring and Review
Process all daily Bio-Catch Alerts and code properly within Analysts Station
Review each alert within Alkami
Contact the member for transaction verification
Review Alkami reports
Review the Bio-catch Reports
Report Monitoring
Review all daily Fraud Prevention reports in Alkami
Review all daily Fraud Prevention reports in Bill Pay
Review daily Zelle reports
Review all daily External ACH Transfer report
Review the ACH External Transfer file for accounting daily
Fraud Processing, Review and Member Reimbursement
Review and work all fraud cases presented
Integrate the various required processes to complete the fraud workflows
Audits
Process all FIS audit requests
Process all ChexSystem audits
Assist internal auditors with document retrieval and presentation
Other
Adhere to other duties as assigned
Processing of incoming and outgoing mail for HACU's mail room in Lisle
Processing of HACU CD maturity notices
Processing of ODT letters and Opt In/Opt Out request

Benefits

35-hour work week
4 weeks of paid time off
Federal holidays off
Opportunity for quarterly incentives
Full benefits package
401K (Employer Matching up to 4.5% of eligible pay PLUS Employer Contribution of 4% of eligible pay)

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