MSR II (Senior) - Branch

RAIZ FEDERAL CREDIT UNION•El Paso, TX

15d•$19 - $29•Onsite

About The Position

This role reports to branch management and is responsible for handling member interaction and transactions in the branch. Provides guidance and answers questions related to credit unions and all other related services. This role requires someone analytical, inquisitive, and enthusiastic about providing world-class service to members through our products and services, creating a positive member experience. Subject Matter Expert (SME) knowledgeable who is educated on all services provided. This role will use leadership and communication skills, along with providing guidance and training to team members. Will support other team members in resolving issues while maintaining a professional demeanor. Identifies operational issues and suggests possible improvements. The role will be a resource to Member Service Representatives needing guidance in resolving complex and/or escalated issues. Attends required training and demonstrates a willingness to keep learning. Will support cross-selling efforts. You will be an empowering mentor that 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

Education - High school degree or equivalent, college hours preferred.
A minimum of three to five years credit union and/or banking experience.
Two years of sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services.
Completion of specialized Raiz certification such as FIcEP, CCUFC certification and/or equivalate experience in a similar role
Subject matter expert (SME)
Critical thinking and problem-solving skills
Demonstrated leadership and interpersonal abilities
Understanding of financial industry concepts, related laws, and regulations
Must have good communication, conflict management, and interpersonal skills
Detail-oriented, and able to multi-task
Proficient in Microsoft Office and web-based applications

Responsibilities

Assist branch supervisor, to ensure that support and training is provided to all our team members.
Planning, assigning, directing work, resolve problems and address member complaints and/or concerns, will be of top priority
Knowledgeable in all MSR duties
Responsible for assisting the branch supervisor in daily tasks
Responsible for quality of member service through teaching, motivating, coaching and developing the branch team to offer personalized products to our members based on their financial needs.
Assist in Developing strong leaders by acclimation and success of new and tenured team members.
Provides guidance and answers questions related to credit union’s products and services
Demonstrates knowledge in RAIZ products and services
Actively listening to our members to identify their needs to provide personalized products to members and solves problems.
Assist in establishing new membership, maintenance accounts, open IRA’s, Business Accounts, and Certificate of Deposit.
Knowledgeable expert who is educated on all services provided by credit union
Attends required training and demonstrates a willingness to keep learning.
Will be a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance.
The ability to work well with others in every situation and empathizes with branch team.
A natural communicator who builds a positive environment alongside branch supervisor, to achieve uniformity and an inclusive culture.
A natural communicator who is able to help others understand complex topics.
Must be able to handle and deescalate challenging situations while maintaining a professional demeanor
Initiate and lead conversations to identify member needs
An expert focused on gathering additional data, where coaching opportunities exist, to improve the overall member experience.
Experience in member service operations, including a comprehensive understanding of member needs, expectations, and effective strategies in order to exceed their financial goals
Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
Responsible to make efforts in account retention and/or properly closing all accounts.
Responsible for handling members interaction with account inquires and processing transaction by phone
Educate membership and answers questions related to credit union and all other related services
Supports cross-selling efforts and solves problems.
This individual will assist in establishing new membership, maintenance accounts, open IRA’s, Business Accounts, and Certificate of Deposit.
Knowledgeable expert who is educated on all services provided.
Attends required training and demonstrates a willingness to keep learning
Good understanding of credit union’s operations and procedures.
Acting as a trusted advisor to provide guidance to our members and building trust.
Demonstrates the ability to provide advice considering our members’ best interests.
Building members relationships.
Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
A natural communicator who is able to help others understand complex or intimidating topics
Must be able to handle and deescalate challenging situations while maintaining a professional demeanor.
Will be a subject matter expert in troubleshooting for Online/Mobile banking issues and Personal Audio Teller
Be able to resolve complex situations and diffuse escalated interactions.
Responsible to interact with members via audio and video.
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).
Attends required annual BSA training and required compliance training
Assists with other duties as assigned or identified.