Member Service Specialist II (Enhanced Teller)

AmeriCU Credit Union - Rome, NY (30+ days ago)3.4

I. Concentrate on the implementation of the Financial Center Service Concept (24/7, easy,

convenient) by educating the members on all the technology available to them through our
24/7 delivery channels. Facilitate in the migration from manual to automated transactions.
Provide excellent member service through performing teller type and other financial
transactions, promoting and selling products and services based on member needs.

Roles and Responsibilities:
A. Supports AmeriCU’s Mission and Vision
B. Greet members immediately in a professional and enthusiastic manner, identify needs

and handle appropriately
C. Looks for opportunities to sell or refer AmeriCU products and services, and to build and

expand member relationships, using selling techniques
D. Meet or exceed referral goals to support the Balanced Score Card KPI’s
E. Complete all sales/referral activity documentation to provide a record for performance

tracking and assist in targeting future sales efforts
Actively promote self-serve technology at the Financial Center to decrease manual
transactions and increase automated transaction to support the Financial Center service
Educate, encourage and sell members on the use of alternative delivery channels,
including BNA ATM’s, kiosks, bill payment, bank to bank, telephone and on-line banking

F. Perform servicing and account file maintenance activities such as, ACH and draft stop
payments, Member Privilege Program inquiries, address changes, check orders,
ordering VCC, VCC Pin changes, payroll distributions, TeleLink, direct deposit,
preference access record creations, home banking, CD renewals, research requests,
and auto transfer record. Research and submit loan change request forms, loan
payment corrections, resolve issues, and enter into Synapsys

G. Record encounters with current and prospective members, to assist CU in tracking and
targeting future sales efforts via our CRM system “Synapsys”.

H. May open accounts including shares: savings, checking, money markets, holiday,
vacation and Certificates of Deposit accounts as needed

I. Operates the remote teller system (RTS) or transaction station to dispense a variety of
services, including but not limited to large and multiple check deposits/withdrawals,
mortgage payments, inquiries, check cashing, credit card advances and payments,
purchase of money orders and travelers checks and redeem savings bonds.

J. Ensure all transactions are performed correctly with care and competent service to each

K. Follows dual control procedures in order to maintain proper security and surveillance
over work station and cash drawer. Able to execute proper security procedures during
robberies, forgeries or other suspicious or dangerous situations

L. Prepares daily reports such as daily inventory, kiosk, ATM, and Coin Machine balancing
worksheets, traveler’s checks and credit card advance report.

M. Completes all annual security training as defined by Compliance Risk/Management
Officer as well as outside seminars, workshops, etc.

N. Performs daily and weekly CDM, Kiosk, ATM, Coin, Cash Recycler balancing
O. Responsible for first line response for all kiosks at the Financial Center. Responsible for

minimizing down time.
P. May be responsible for making weekly cash order recommendation to the Financial

Center Manager.
Q. May be responsible for maintaining a CTR/SAR.
R. Represent the credit union in community organizations and activities to enhance the

credit union’s image and promote and develop business.
S. May obtain Notary Public within one year of accepting MSS II position based on

Financial Center need.
T. May act as mentor for other MSS II positions as needed.
U. Consistently maintains professional attire at all times.
V. Attend monthly staff meetings for status of AmeriCU’s overall, financial performance,

update on marketing initiatives.
Supports the credit union strategic goals and objectives as follows:

TEAMWORK: Builds and maintains an effective working relationship with all peers. Coordinates
and integrates departmental work activities with co-workers' work activities. Positively
contributes to teams and other work groups to carry out departmental projects.

PROJECT MANAGEMENT: Assists management with projects. Provides constructive input into
the Action Plan Process to facilitate project planning and implementation. Assists in the
identification of resources required, costs, benefits, timelines, implementation schedules, and

FINANCIAL MANAGEMENT: Supports and operates within departmental budget in cooperation
with co-workers. Is familiar with departmental budget operating reports and variance reports.

STAFF DEVELOPMENT: Attends workshops, seminars, or other developmental opportunities
as identified to improve individual and or team performance.

PROFESSIONAL DEVELOPMENT: Monitor and identify personal/ professional development
needs and maintains capabilities consistent with the organization’s philosophy and values
through special project assignments, technical workshops and seminars; reading, reflection,
course work, and management development opportunities and activities.

PERFORMANCE MANAGEMENT: Positively contributes to the performance management
process by setting goals, completing the self-evaluation and actively participating in quarterly
performance management feedback sessions.

E-COMMERCE: Supports and operates within e-commerce strategy maximizing the use of
technology whenever possible. Is familiar with technology applicable to the position and is
proficient in using existing technology. Positively contributes to e-commerce activities by
identifying processes or procedures that can be streamlines and/or automated.

COMMUNICATION: Actively participates in weekly staff meetings. Provides information to co-
workers and managers/supervisors in a timely manner. Models communication actions
consistent with department's communication commitments.

CORPORATE CITIZENSHIP: Represents the Credit Union at appropriate internal events,
professional organizations, and community events/programs.

COMPLIANCE: Acquires and maintains the necessary working knowledge of Federal and State
laws and regulations and Credit Union bylaws and policies, in order to ensure compliance when
selling Credit Union services and products.

Work is subject to review and/or audit on a no-notice basis by Management, Supervisory
Committee, auditors and/or examiners.

PROFESSIONALISM: Must display a pleasant, professional manner and positive attitude on the
job and follow guidelines established in the Credit Union's Policy Manual, including the Code of
Ethics, Telecommunications Policy, dress code and attendance areas.

SAFETY: Works safely and uses safety/ergonomic equipment provided. Reports defects in work
area, or equipment promptly. Keeps equipment in proper working order to maintain a safe work

MISCELLANEOUS: Performs all other related duties as assigned.

Reports To:
This position reports directly to the Supervisor, Member Service Specialist II or Financial Center

  • Associates Degree in a related field or equivalent work experience.
  • Two year minimum of member service experience and/or sales background, Must
project a professional image.

  • Must have a strong desire to work in a team environment and willingness to cover other
areas of the credit union as needed.

  • Effective customer service and problem resolution skills and the ability to maintain a high
level of quality of member service standards

  • Proficient in Microsoft Word, Excel and other PC applications.
  • Strong service, communication (oral and written), cross-selling and analytical skill.
  • Bilingual Preferred
  • Ability to adapt to a flexible schedule. Able to work Saturdays
Physical Requirements:
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential