Westby Coop Credit Union - Member Service Specialist en Westby Coop Credit Union

Serves as the primary contact of our organization to serve member requests related to their daily financial needs. Performs a wide variety of duties related to all phases of products, services and policies as embodied by Westby Co-op Credit Union. These are done in accordance with Westby Co-op Credit Union procedures.

Principal Duties and Responsibilities:

• Open new membership accounts for individuals and entities interested in becoming a WCCU member.
• Open all account types offered at WCCU for our membership.
• Add or renew Certificate of Deposits for member who make the request. 
• Remove or add joint owners to membership accounts.
• Add savings or checking accounts for existing personal members who make the request.
• Specialize in, and serve as, a resource for “specialized” 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 members with access to their safety deposit box.
• Process requests for debit card orders.
• Process requests for check orders.
• Serve as resource person for Member Service Representatives.
• Process foreign currency orders/exchanges through Continental Currency Services
• Assist in ordering cash & coin from Fed and sending cash & coin back to Fed.
• Bag removal, basic maintenance, and troubleshooting with Coin Machine.
• Use and basic maintenance of TCR. 
• Process mail transactions (deposits, loan payments, loan payoffs, mort. payments, mort payoffs).
• Process members’ dividend checks for certificates that opt to have the interest paid back to them by check. 
• Complete Red Flag folders for members who are victims of identity theft.
• Perform Member Service Representative 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.
• Resolve advanced check scanning issues in Image Center-ITC.
• Complies with Bank Secrecy Act legislation and requirements.
• Educates members on products, services, fees, and policies regarding their financial information.
• 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.
• Scan account information into computer system.
• Prepare gift cards for members who purchase them.
• Redeem savings bonds.
• Complete and maintenance stop payment requests from members.
• Prepare counter checks, cashier checks, corporate checks. 
• Assist with the initial request for members who want to complete a wire transaction.
• Help a member with fraud situations, including but not limited to, debit cards, credit cards, ACH, and checks. 
• Maintenance address and name changes on the various software programs.
• Maintenance of ATM machine in designated office.

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, lift 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. Will have regular contact with members and employees of the Member Service department. 

Performance Dimensions:

• Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
• Provide outstanding services to co-workers & members.
• 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:

• Ability to perform basic mathematical calculations accurately, such as adding, subtracting, multiplying and dividing.
• Ability to manage personal workflow, process transactions, and meet deadlines by being organized, detailed, and task oriented.
• 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. 
• Proficient 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, 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 leadership. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.