Lead Member Service Representative (Lead MSR)

CME Federal Credit Union - Columbus, OH3.0

30+ days agoFull-time
OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

SUMMARY: Upholds CME Federal Credit Unions mission of serving and enhancing members financial lives through a 3-stakeholder balanced approach that results in achievement of the credit unions Key Performance Indicators (KPIs). Responsible for managing the day-to-day operational function of the branch as well as the MSRs in line with established CME policies. Assists members with transactions while referring products and services designed to build valued relationships. Serves as FSO backup by opening new memberships, by opening new secondary and checking accounts, and by processing consumer loans.

RELATIONSHIP: Supervises the activities of the MSRs. Interacts with all departments of the credit union. Occasionally interacts with other financial institutions, vendors, shared branching members, and various real estate, insurance, and automobile agencies.

AUTHORITY: Operates within the limits of CMEs established policies and procedures under the direction of the Branch Manager and AVP of Member Engagement. Is authorized to handle most aspects of the job without direct supervision. Is required to use own initiative in making major and minor decisions relating to branch/department activities based on precedent and within established policies, procedures, and guidelines of CME.

WORK ENVIRONMENT: This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, multi-functional photocopiers, filing cabinets, etc. May be required to travel and work at other branches. May be required to work extended or non-traditional branch hours including a minimum of 2 Saturdays per month.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. While performing the duties and responsibilities of this job, the individual is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would also require the ability to lift files, open filing cabinets, and bend, stand, or reach as necessary.

DUTIES & RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions:

Ensures MSR and personal referral, service, quality, and balancing goals are consistently achieved.
Processes member transactions including ancillary member transactions (i.e., fees, voids, stop payments, check holds, plastic orders, check orders, image retrievals, etc.).
Explains the features and benefits of CMEs products and services to best meet the members needs.
Ensures all personnel adhere to all policies and procedures.
Adheres to all operational, security, risk and regulatory policies and procedures and takes necessary precautions to ensure maximum security is observed by the branch.
Performs vault and cash management duties; supports branch cash management, ensuring individual balancing as well as branch balancing.*
Demonstrates and promotes electronic services.
Resolves or supervises the resolution of technical, administrative, or operational problems and ensures that appropriate corrective action is initiated.
Processes file maintenance on member accounts.
Contributes to member growth through account opening, relationship building, and community events.
Conducts monthly performance based coaching sessions with subordinates and all other required performance reviews.
Develops and implements work methods and procedures for branch functions. Determines priorities and prepares schedules for work activities.
Assigns, trains, and evaluates subordinate staff. Recommends associated personnel actions to ensure the proper performance of the branch.
Opens memberships, checking accounts, and all other savings account types (i.e. secondary, share certificate, IRA, HSA, etc.)
Interviews members applying for membership and/or loans by verifying identification per the USAPATRIOT Act, inputting (or updating) required application information into computer system, reviewing the Credit Bureau and ChexSystem reports, completing necessary documentation and applications, etc. Applies the same procedures to joint owners and/or co-makers as required.
Insures lending efficiency through booking loans; calculating rates and payments; processing adjustments; starting applications; providing information on rates, payments, products, etc.
Performs other related duties as assigned by management.
  • Applies to face-to-face branches only
Commits to the credit unions mission: Serve and enhance members financial lives.
Maintains balance of the 3-stakeholder model in all decisions and actions.
Leads by example through consistent demonstration of CMEs core values.
Represents CME in a courteous and professional manner, and provides prompt, efficient, and accurate member (internal and external) service.
Establishes performance requirements and personal development targets for direct reports; regularly monitors performance, and coaches for continuous improvement, professional growth, and retention.
Adheres to the rules, regulations, and procedures outlined by Federal and State regulations as well as those from the National Credit Union Administration (NCUA). Complies with the credit unions policies and procedures which are formulated based on the required regulations.
Remains current with industry trends and competitors products and services; identifies new opportunities in line with the credit unions strategic vision and communicates them with upper management.
Understands and follows the expectations of CMEs culture.
Attends regular branch/department meetings and conducts regular department meetings to review problems or explain new ideas or changes in policies and procedures.
Achieves monthly and/or annual goals; monitors and regularly reports goal activities and outcomes.
Ensures professional interaction in delivery of service.
Assists in finding, interviewing, and selecting candidates for open positions.
Prepares and approves bi-weekly payroll information through CMEs payroll system Paylocity.
EDUCATION: High School diploma or equivalent required.

EXPERIENCE: Minimum 2 years consistent cash handling experience required and minimum 1 year sales experience required. Minimum one year supervisory experience preferred.

SKILLS & ABILITIES: Must possess or be able to do the following:

Ability to obtain an Ohio notary designation as well as a Medallion Signature Guarantee.
High level of interpersonal skills including the ability to work effectively individually or in a team to accomplish objectives.
Understanding of the credit unions 3-Stakeholder model, key performance indicators, and strategic plan to positively impact results.
Proven ability to consistently achieve and/or exceed goals.
Coaching and counseling skills including the ability to motivate staff towards the achievement of CMEs goals.
Ability to resolve disputes with tact, discretion, and confidence.
Strong PC skills, particularly with word processing, spreadsheets, and databases.
Demonstrates the analytical ability to solve and prevent problems.
High ethical standards including trustworthiness and confidentiality.
Excellent organizational, prioritization, and time management skills to meet deadlines.
Self-starter with ability to work independently and cross-functionally, supporting an overall team effort.
Prompt, dependable, and accurate in all aspects of the job.
Thorough understanding of the requirements and features of CMEs products and services.
Strong written and verbal skills as it relates to position requirements.
Demonstrates flexibility in duties and work hours as well as organization and multi-tasking skills to achieve desired results.
Professional appearance and behavior.
CME Federal Credit Union is an at-will employer. This allows an employee or the company to terminate the employment relationship at any time, with or without warning, and for any legal reason or no reason. This job description is not meant to create or convey any contract of employment.