MSR - Branch
About The Position
This position reports to branch management and is responsible for handling member interaction and transactions at the branch. Provides guidance and answers questions related to credit unions and all other related services. Knowledgeable technology-driven expert who is educated about all services provided. Attends required training and demonstrates a willingness to continue learning. Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service. Requires someone who is enthusiastic about educating members on our products and services and creating a positive member experience. You will provide guidance in resolving complex and/or escalated issues while maintaining a professional demeanor. You will be an empowering mentor who is a: A trusted expert A natural communicator A champion for our members and the community A guide through the moments that matter the most to our members
Requirements
- High school degree or equivalent
- A minimum of two years credit union and/or banking experience
- Demonstrated leadership and interpersonal abilities
- Understanding of financial industry concepts, related laws, and regulations
- Must have good communication and interpersonal skills
- Critical thinking and problem-solving skills
- Detail-oriented, and ability to multi-task
- Proficient in Microsoft Office and web-based applications
- Excellent interpersonal and communication skills, including the ability to positively interact with team, management, vendors, and members; proficiency in effective verbal and written communication.
- Ability to multi-task, effectively organize, plan, and manage time while applying critical thinking and problem-solving skills.
- Attends required annual BSA training and required compliance training
Nice To Haves
- college hours preferred
- Sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services preferred
- Experience in member service operations, including a comprehensive understanding of member needs, in order to exceed their financial goals.
- Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
Responsibilities
- Handles member interaction and transactions at the branch.
- Provides guidance and answers questions related to credit unions and all other related services.
- Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service.
- Educates members on products and services and creates a positive member experience.
- Provides guidance in resolving complex and/or escalated issues while maintaining a professional demeanor.
- Demonstrates a robust understanding of the principles and practices of effectively marketing financial products and services.
- Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
- Initiates and leads conversations to identify and assess member needs.
- Gives sound advice considering members’ best interests and assists members with any questions and helps them understand complex or intimidating topics.
- Establishes new membership, maintains accounts, opens Checking Accounts, IRAs, Business Accounts, Certificate of Deposit, and Special Accounts.
- Accountable for proactively retaining accounts and ensuring the effective closure of all accounts as needed.
- Handles member interaction and transactions at the branch such as but not limited to large deposits, cash advances, wires, and saving bonds.
- Processes incoming mail and return mail.
- Processes corporate checks, on-us checks, temporary checks, line-of-credit advances, account transfers, payoffs, and all negotiable instruments.
- Fulfills member service requests and conducts thorough research to promptly resolve any discrepancies.
- Collaborates with the consumer loan department in taking applications and facilitating loan closings.
- Processes loan maintenance, due date changes, release of liens, vehicle shipments letters, CPI (Insurtrak), and replacing of collateral.
- Proactively cross-sells and maintains GAP, DPW, Warranties, and Credit Life/Credit Disability.
- Manages functions relating to cash and ATM operations and assists in placing travel notes, disputes, fraud cases and general account maintenance.
- Issues and activates debit cards as well as assists in training members to use ATMs and ITMs.
- Resolves complex situations and diffuses escalated interactions.
- Interacts with members via audio and video.
- Assists in auditing signature cards.
- Reviews and processes required forms for power-of-attorney, while also offering notary services.
- Attends required training and demonstrates a willingness to keep learning.
- Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP).
- Assists with other duties as assigned or identified.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
