MSR/MSR II - Branch
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 (for MSR).
- A minimum of three to five years credit union and/or banking experience (for MSR II).
- Sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services preferred (for MSR).
- Two years of sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services (for 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 (for MSR II).
- Subject matter expert (SME) (for MSR II).
- Must have good communication, conflict management, and interpersonal skills (for MSR II).
- Attends required training and demonstrates a willingness to continue 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
- College hours preferred.
- Sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services preferred.
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.
- Provides guidance in resolving complex and/or escalated issues while maintaining a professional demeanor.
- Assists branch supervisor to ensure that support and training is provided to all team members.
- Balances on a daily basis and promptly resolves any discrepancies.
- 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.
- Assists in developing strong leaders by acclimation and success of new and tenured team members.
- Identifies operational issues and suggests possible improvements.
- Acts as a subject matter expert (SME) knowledgeable on all services provided.
- Uses leadership and communication skills, along with providing guidance and training to team members.
- Supports other team members in resolving 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.
- Demonstrates the ability to give sound advice considering our members’ best interests and assist members with any questions and help them understand complex or intimidating topics.
- 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.
- Establishes new membership, maintenance accounts, opens Checking Accounts, IRAs, Business Accounts, Certificate of Deposit, and Special Accounts (Fiduciary, Organizational, Representative Payee, Estate, Guardianship, and Revocable Living Trust).
- Accountable for proactively retaining accounts and ensuring the effective closure of all accounts as needed.
- Responsible for handling 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 application 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.
- Knowledge of functions relating to cash and ATM operations and assists in placing travel notes, disputes, fraud cases and general account maintenance.
- Issues, activates debit cards as well as assists in training members to use ATMs and ITMs.
- Resolves complex situations and diffuses escalated interactions.
- Responsible to interact 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.
- 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.
- Assists in developing strong leaders by acclimation and success of new and tenured team members.
- Demonstrates knowledge in RAIZ products and services.
- Actively listens to our members to identify their needs to provide personalized products to members and solves problems.
- Assists in establishing new membership, maintenance accounts, opens IRAs, Business Accounts, and Certificate of Deposit.
- Acts as a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance.
- Works well with others in every situation and empathizes with branch team.
- Initiates and leads conversations to identify member needs.
- Gathers additional data, where coaching opportunities exist, to improve the overall member experience.
- Responsible for making efforts in account retention and/or properly closing all accounts.
- Responsible for handling members interaction with account inquiries and processing transactions by phone.
- Educates membership and answers questions related to credit union and all other related services.
- Acts as a trusted advisor to provide guidance to our members and building trust.
- Demonstrates the ability to provide advice considering our members’ best interests.
- Builds member relationships.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
