MSR/MSR II - Branch

RAIZ FEDERAL CREDIT UNION•El Paso, TX

23h•$17 - $29•Onsite

About The Position

At Raiz FCU, we share a passion for knowledge and the pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you. At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion. Job Overview- MSR 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 Job Overview- MSR II 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 union and all other related services. This role requires someone who is analytical, inquisitive, and enthusiastic about providing world-class service to members though 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. 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

High school degree or equivalent, college hours preferred.
A minimum of two years credit union and/or banking experience (MSR).
A minimum of three to five years credit union and/or banking experience (MSR II).
Two years of sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services (MSR II).
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.
Completion of specialized Raiz certification such as FIcEP, CCUFC certification and/or equivalate experience in a similar role (MSR II).
Subject matter expert (SME) (MSR II).
Conflict management skills (MSR II).
Good understanding of credit union’s operations and procedures (MSR II).
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.

Nice To Haves

Sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services preferred (MSR).

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.
Solves problems within the first interaction by providing world-class member service.
Provides guidance in resolving complex and/or escalated issues while maintaining a professional demeanor.
Educates members on products and services and creates a positive member experience.
Identifies operational issues and suggests possible improvements (MSR II).
Provides guidance and training to team members (MSR II).
Supports other team members in resolving issues (MSR II).
Acts as a resource to Member Service Representatives needing guidance in resolving complex and/or escalated issues (MSR II).
Demonstrates a robust understanding of the principles and practices of effectively marketing financial products and services.
Maintains appropriate levels of confidentiality.
Initiates and leads conversations to identify and assess member needs.
Gives sound advice considering members’ best interests and assists members with questions.
Establishes new membership, maintenance 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.
Handles member interaction and transactions at the branch such as 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 cash and ATM operations and assists in placing travel notes, disputes, fraud cases and general account maintenance.
Issues and activates debit cards, and 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.
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.
Assists branch supervisor to ensure support and training is provided to all team members (MSR II).
Balances on a daily basis and promptly resolves any discrepancies (MSR II).
Responsible for quality of member service through teaching, motivating, coaching and developing the branch team (MSR II).
Assists in developing strong leaders by acclimation and success of new and tenured team members (MSR II).
Demonstrates knowledge in RAIZ products and services (MSR II).
Actively listens to members to identify their needs to provide personalized products and solves problems (MSR II).
Assists in establishing new membership, maintenance accounts, opens IRAs, Business Accounts, and Certificate of Deposit (MSR II).
Acts as a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance (MSR II).
Works well with others in every situation and empathizes with the branch team (MSR II).
Helps others understand complex topics (MSR II).
Handles and de-escalates challenging situations while maintaining a professional demeanor (MSR II).
Gathers additional data where coaching opportunities exist to improve the overall member experience (MSR II).
Handles members' interaction with account inquiries and processing transactions by phone (MSR II).
Acts as a trusted advisor to provide guidance to members and builds trust (MSR II).
Builds member relationships (MSR II).