Member Service Officer en Westby Coop Credit Union

The Member Service Officer provides a full range of products and services to members with an emphasis for acquiring, expanding, and enriching member relationships. They must be able to identify and analyze member needs and desires so that they can adequately recommend products and services that best match member needs as embodied by Westby Co-op Credit Union and in accordance with procedures. 

Principal Duties and Responsibilities:

Lending Responsibilities:

• Contacts members throughout the loan decision process to gather background information on applicants by interviewing and obtaining credit bureau reports, determines if the member qualifies for a loan or if additional collateral/ co-signors are needed, verify member’s signature on loan documents, and approve or deny loan requests.
• Calculates debt-to-income ratios on loan applicants, estimates monthly obligations, and determines member’s ability to repay debt along with securing collateral, when necessary. Records and verifies all reasons for decision. Explains decision to members and outlines terms, fees, and conditions of the loan.
• Offers ancillary products to members when appropriate, including Debt Protection, GAP Insurance, and Extended Warranty coverage.
• Responsible for following up on delinquent loan accounts, insurance needs and other issues that may arise.  
• Follows procedures for loan documentation and maintains orderly files on each account with complete and accurate detailing of all correspondence.
• Keeps abreast of changes in consumer, commercial, business, and agricultural lending trends as they apply.
• May approve or decline a loan application based on lending authority level.
• Other job-related duties as may be necessary to carry out the responsibilities of this portion of the role.

Member Service Responsibilities:

• Perform duties, including but not limited to, maintaining comments and notes on accounts, handling currency, basic deposits, withdrawals and payments, issuance of negotiable instruments and cash advances.
• Adheres to all balancing, cash, check-cashing and related policies, or procedures.
• Executes check negotiation procedures to ensure regular, foreign and onus checks are processed for payment.
• Performs inquiries and generates statements for members to assist with financial information questions.
• Complies with Bank Secrecy Act legislation and requirements.
• Process requests for members who order checks.
• Educates members on products, services, fees, and policies regarding their financial information.
• Always maintains the integrity of our confidentiality policy, including maintaining a neat work area so confidential information is not compromised.
• Works with others in their department to maintain, organize and revise member financial information.
• Properly enter information into the computer program(s) regarding transactions, holds, statements, order requests and other related transactions.
• Maintain an expansive, up-to-date knowledge of products, services, fees, and regulations to assist members and co-workers accurately and efficiently.
• Maintenance of ATM machine in designated office.
• Remove or add joint owners to membership accounts.
• Assist with debit card needs including, new cards and replacement cards.
• Scan account information into computer system.
• Add savings or checking accounts for existing personal members who make the request.
• Prepare gift cards for members who purchase them.
• Make contributions to HSA accounts.
• Redeem savings bonds.
• Complete and maintenance stop payment requests from members.
• Prepare counter checks, casher checks and corporate checks. 
• Assist members with access to their safe deposit box.
• Assist with the initial request for members who want to complete a wire transaction.
• Add or renew Certificate of Deposits for member who make the request. 
• Help a member with fraud situations including but not limited to debit cards, credit cards, ACH, and checks. 
• Complete Red Flags folders for members who are victims of identity theft.
• Process foreign currency orders/exchanges through Continental Currency Services.
• Assist in ordering cash/coin from Fed and sending cash/coin back to the Fed. 
• Bag removal/basic maintenance/troubleshooting of coin machine.
• Use and basic maintenance of TCR.
• Process mail transactions (deposits, loan payments, loan payoffs, mortgage payments, mortgage payoffs.
• Process member’s dividend checks that opt to have the interest paid back to them by check.
• Maintenance address and name changes on the various software programs.
• Open new accounts for individuals and entities interested in becoming a WCCU member. This includes all business and all personal accounts offered within WCCU.
• Knowledgeable in business services, including but not limited to, business membership & related accounts, online banking, online bill pay, merchant services, remote deposit capture, ACH origination, and corporate credit cards.
• Discuss deposit options, pricing for equipment/software, etc. with current & potential business members.
• Specialize in, and serve as, a resource for “specialized” accounts, i.e., Trust accounts.
• Perform opening, contribution and withdrawal transactions on IRA and HSA accounts.
• Open, assign or close safe deposit boxes for members who wish to rent them.
• Assist other MSRs in help with hostile situations.  
• Resolve advanced check scanning issues in Image Center-ITC.
• Other job-related duties as may be necessary to carry out the responsibilities of this portion of the role.

Mobile Branch Responsibilities:

• Provides coverage as needed. 
• Occasional weekday, evening and Saturday rotations may be scheduled in advance for special community events.
• Additional Physical Requirements: Ability to maneuver, life and carry hose lines for emptying black tank. Ability to bend, reach, lift and apply 5-10 pounds of pressure when washing the vehicle. Daily stair climbing (3-5 stairs). 

Work Relationships and Scope: Reports directly to the Branch Manager for their respective branch. Will have regular contact with management, members and employees of the Member Service department. Will also work with staff members from various other departments of the credit union.

Performance Dimensions:

• Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
• Provide outstanding services to co-workers & members and thoroughly understand relevant issues and the administrative processes involved in choosing a proper course of action.
• Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.  
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.
• Enhance job growth through continuing education, as required or necessary.

Knowledge, Skills and Abilities Required:

Education/Experience:

• Previous financial and cash handling experience desired.  
• Financial post-secondary education preferred.

Skills and Abilities:

• Excellent communication skills and proven effectiveness when working with members and staff. Also work in a courteous, respectful, and efficient manager.
• Comprehend consequences of various situations and refer them to the appropriate staff for resolution. 
• Ability to perform basic mathematical calculations. 
• Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.  
• Knowledge and ability to apply current financial service industry standards, laws, and regulations.
• Ability to present ideas, report facts and other information clearly and concisely. 
• Basic knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, copier, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.

Working Conditions:

Job Conditions/Work Location: The majority of work will be performed in a normal office environment. Hours of work will generally be during regular business hours. There will be some variation in work hours due to special projects, deadlines, education and other concerns. The noise level in the work environment is usually moderate. Will make periodic visits to branch locations.

Physical Requirements: Ability to sit for extended periods of time, regularly access files (some standing, walking, climbing, bending, stooping, lifting and carrying of usually light materials.) Frequent mental and visual concentration required for computer usage.

Equipment Used: Various software programs, telephone, computer, copy machine, calculator, fax machine, and other office equipment.

Hazards: Only those present in a normal office setting; no known hazards. In the course of working with the public, the employee may, on a very limited basis, encounter abusive, aggressive or unpredictable threatening behavior. Must observe safety and security practices at all times.  

Acknowledgment: This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by the President. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.