PRIMARY FUNCTION:
The responsibility of the Member Service Associate is to meet and exceed our member’s service expectations by performing cash handling responsibilities and assigned member service functions efficiently and accurately, ensuring that our member’s financial needs are being met by referring products and services to our members. This position is responsible for providing education for our members about Credit Union products and services. This position ensures that members receive excellent service at all times, following the Credit Union’s member service model. Due to the high trust involved with dealing with members’ financial security; work is performed accurately and in a manner consistent with the Credit Union’s mission. This position actively contributes to the achievement of the branch sales and service goals. This position must effectively carry out the essential duties in a manner that consistently demonstrates the core values of Notre Dame FCU in a positive manner and other duties as assigned.
ESSENTIAL DUTIES & RESPONSIBILITIES:
All Member Service Associates act as an ambassador of the organization and there are many different responsibilities and duties of this position. This position will serve on the tellerline and will be scheduled based upon the needs of the business. The Member Service Associate will be responsible for, but not limited to, the following items.
CASH HANDLING RESPONSIBILITIES:
In accordance with the Teller Operations Manual, Teller policies and procedures, the Member Service Associate will perform the following non-exhaustive list of duties:
- Accept deposits, perform withdrawals and transfers, cash checks and make loan payments.
- Sell cashier’s checks, gift card and other products sold at the teller line.
- Perform Visa and MasterCard cash advances as well as Equity loan advances.
- Assist in opening, verifying and posting mail, ATM, and night drop deposits and/or payments.
- Accept current and prior year IRA deposits.
- Follow Credit Union policy when placing check holds and completing Currency Transaction Reports.
- Responsible for the daily balancing of cash drawer, daily checks, and traveler checks.
- Approve checks that are within your check authority limits.
- Cash bonds and update member records accordingly, including but not limited to the tax files records.
- Verifies branch cash shipments and ATM cash deposits.
- Redemption and Foreign Currency orders.
- Facilitation of Foreign Check creation.
- Assisting in the security of the branch vault and safe deposit box operations.
- Operate and aid in balancing the coin machine. Assist members in running coin as needed.
Operate the cash counter as needed when aiding in branch balancing and auditing.
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OPERATIONAL COMPLIANCE/AUDIT:
- While performing duties and responsibilities, all should be maintained with a minimal level of operational errors.
- Responsible for aiding the branch in security and fraud prevention by means of greeting all members as they enter the building, being aware of surroundings throughout the business day, acknowledging and understanding fraudulent checks, documents and situations as they arise and protecting the members and the Credit Union on a daily basis.
- Adhere to record retention requirements of Notre Dame Federal Credit Union.
- Correctly and properly complete all member documentation.
- Adhere to all BSA onboarding CIP procedures.
Abide by and follow Regulation B, Regulation CC and Regulation E. Continue to regularly educate members on Regulation D.
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MEMBER SERVICE:
- Assist members in a consultative sales mentality. All Member Service Associates are expected to serve as an expert financial consultant that will be able to readily recommend and assist members with financial literacy via offering products and solutions offered by Notre Dame Federal Credit Union.
- Responsible for having a vast understanding of all products and services offered at the Credit Union via ongoing training.
- Aid in handling member issues/concerns/complaints. Deescalate any outstanding issues members may have while in the branch or while calling into the branch.
- Member Service Associates will be responsible for readily greeting, assisting and aiding all members that come into the branch location with any needs they may have. In addition to this, the Member Service Associate should look for opportunities with every interaction to further the relationship with the member.
- Actively profiles new and current members and cross-sells appropriate products and services to meet member’s needs.
- Track all referrals and member related issues via sales trackers and production trackers.
- Order checks for members as requested.
- Create, maintain and close certificates for members as needed and recommended by the partner.
- Attend and take online courses as needed and assigned to continually increase knowledge and capabilities within the position.
- Assist members in balancing check books, reconciling account history and personal financials.
- Positively promote the organization both internally and externally with all member and/or potential member interactions.
- Process Debit Card orders, transaction research, travel notifications, log maintenance, disputes, velocity changes and operations of core debit card system Vantiv.
- Perform stop pays as requested by the member.
- Complete Wire Transfer documentation and aid Electronic Services in completing the transfer as requested.
- Set up and create Automated Funds Transfers (AFT) for depository accounts and loan products.
- Operates computer to accurately post transactions, open, close and service accounts, access account information, and update member account information.
- Knowledgeable of branch opening and closing procedures and able to perform these duties as necessary in a safe and secure fashion.
- Assists with monthly branch audit checklist and other reports and audits as needed.
Promotes a favorable image of, and goodwill for, the Credit Union in the community.
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SUPERVISORY RESPONSIBILITIES:
None.
PERFORMANCE STANDARDS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The Member Service Associate must fully understand Credit Union products and services and be able to assist members in using these products and services. The Member Service Associate must possess a cooperative and positive attitude toward members and Credit Union staff and must consistently uphold the Credit Union’s Service Expectation Model. Furthermore, the Member Service Associate must have a full understanding of the tellerline in all capacities.
QUALIFICATION REQUIREMENTS:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
E DUCATION AND/OR EXPERIENCE:
High school diploma or general education degree (GED); plus six to twelve months related experience or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
Qualified individuals must have the ability to read and comprehend simple instructions, short correspondence, and memos. Also, such persons should be able to write simple correspondence and to effectively present information in one-on-one and small group situations to members, potential members and other partners of the organization.
MATHEMATICAL SKILLS:
This position will require the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Also, the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals is essential.
This position will require the ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Also, the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals is essential.
OTHER SKILLS & ABILITIES:
This position will require an individual to possess proficiency in Microsoft Excel and Word. A qualified candidate must be able to use the Credit Union’s computer system for input/output transactions and general e-mail correspondence. This would include inquiry to memberships, and being able to operate standard office equipment and tools, such as personal computer, calculator, fax machine, telephone, photocopier, and scanner.
Attention to detail and strong analytical abilities are important. A strong understanding of lending is beneficial. Proficiency and experience in all member online access channels is required. Qualified candidate must also have a familiarity with the differences in products and services offered by other financial institutions in comparison to those offered by Notre Dame FCU.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by a partner to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the partner is regularly required to use hands to finger, handle or feel objects, tools, or controls and talk and hear. The partner frequently is required to walk and sit. The partner is occasionally required to stand, reach with hands and arms and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. The partner must occasionally lift and/or move up to 50 pounds.
MENTAL DEMANDS:
The partner is frequently required to use alertness, precision, resourcefulness, problem solving, numeric, persuasiveness, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, initiative, patience, visual perception, comparing and analyzing.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those a partner encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate.
REGULATORY COMPLIANCE & CONFIDENTIALITY:
Follows regulatory and policy compliance requirements, which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, and other compliance related Policies. Also, this position requires maintaining confidentiality with regard to non-public information about our members and Notre Dame Federal Credit Union.
