SUMMARY

Under the direction of the Branch Supervisor, the Member Services Officer 3 – Operations Specialist performs a wide variety of member transactions, performs advanced problem resolution, and assists the Branch Supervisor with operational duties.  Provides a high level of responsiveness to member inquiries by phone, email, or in person.  Promotes and maintains a positive image of the Credit Union.

ESSENTIAL FUNCTIONS  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position.  It is not intended to be an exhaustive list of all functions, responsibilities, and skills required of this position.  Other duties may be assigned to meet business needs.

• Opens and closes membership accounts, trust and special accounts, new business accounts and IRAs and performs transactions on such accounts.   Cross-sells products as appropriate.
• Performs a variety of duties related to death claims.
• Performs activities associated with the maintenance, control, and security of vault cash.
• Performs quality control on new and updated account documents.
• Executes advanced problem resolution and account adjustments and resolves complex member concerns.
• Approves transactions within authorized limits.
• Safeguards quality control of branch documents to meet compliance standards and minimize branch audit exceptions.
• Assists with monthly certifications to ensure compliance and minimal branch audit exceptions.
• Assists in ensuring appropriate branch general ledger accounts are kept in balance on a daily, weekly, monthly basis and reports any deficiencies to Branch Supervisor or Branch Manager.
• Promotes, quotes, and sells GAP (Guaranteed Asset Protection), MBI (Mechanical Breakdown Insurance), and Debt Cancellation (Life, Unemployment, Disability) during the loan application and funding process to penetration levels set forth by Credit Union.
• Assists in managing branch cash and maintaining branch limit requirements, including cash orders.
• Runs reports and other informational documents as needed to assist Branch Manager in day to day operations of branch.
• At the direction of the Branch Manager, trains new employees in MSO duties and ensures that they obtain the necessary training to advance their job knowledge.
• Communicates effectively on the phone, with knowledge of outbound sales techniques, Q & A selling method, personal benefit statements and assumptive closing.
• Performs duties as a Membership Officer as prescribed under Policy 1150 of the Credit Union Policy Manual.
• Maintains current job knowledge of Credit Union policies, procedures, and services.
• Practices cross-selling techniques to promote other Credit Union services.
• Assists in coaching and development of other branch employees.
• Performs MSO 1, MSO 2, and MSO 3 – Relationship Specialist duties as needed.
• Performs duties as assigned by management and may be assigned to work at any branch.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience 

One year of customer service and/or cash handling experience in a retail or banking environment.

Certificates, Licenses and Registrations

None.

Knowledge

Within six months of hire:

Successful completion of core competencies certification.

Successful completion of Member Services Officer 2 certification.

Knowledge of consumer loans, including processing and funding.

Successful completion of Member Services Officer 3 certification.

Knowledge of Credit Union products and services.

Proficiency in MS Office (especially Word) highly desirable.

Other Skills and Abilities

Operates a variety of office equipment and machines. 

Ability to travel, attend, and participate in training and meetings at various locations.

AFFIRMATIVE ACTION/EEO STATEMENT:

CoastHills is an Equal Opportunity/Affirmative Action employer. We will consider all qualified applicants for employment without regard to race, color, religion, ancestry, gender, pregnancy, sex, sexual orientation, transitioning status, gender identity, gender expression, national origin, age, genetic information, military and veteran status, marital status, medical condition, mental disability, physical disability, or any other basis protected by local, state, or federal law. 

For our EEO Policy Statement, please click here.  If you’d like more information on your EEO rights under the law, please click here.