Member Service Consultant II

Summary:

Must have general knowledge of all branch functions and able to perform all teller and member service responsibilities. Responsible for assisting members in a professional, friendly, and courteous manner while accurately processing transactions. Consult with members to identify and cross offer products and services that meet the member's financial needs. Resolve problems and direct members to the appropriate people. Handle all member service-related duties to include account inquiries, file maintenance of existing accounts, and opening of all types of accounts.

Essential Functions & Responsibilities:

• Provide feedback, motivation, and mentorship to other tellers and help lead them to meet assigned goals
• Assists in daily opening and closing procedures of the branch
• Have knowledge and ability to manage all vault duties
• Prepares and maintains / submits various assigned reports and logs
• Approves check holds on accounts and provides teller overrides as authorization allows
• Performs branch audits but not limited to teller drawers, TCR/TCD, etc.
• Balance cash drawer and daily transactions to maintain balancing ratio set forth by credit union business plan.
• Be familiar with the terms and disclosures of all credit union accounts, to answer member inquiries.
• Assist members with opening all types of accounts.
• Educate and cross offer credit union products/services that most benefit the individual member.
• Maintain in-depth knowledge of products and services, changes in regulations and internal policies and procedures specifically related to their job.
• Accurately receive and process member financial transactions, including deposits, withdrawals, and loan payments. Sell negotiable instruments; transfer amounts from member accounts as directed and maintain member records.

Performance Measurements:

1. Provide prompt, accurate, courteous, friendly, timely and professional service to all members and employees to include smiling, acknowledging members by name and thanking them. Work effectively and courteously with all departments within the credit union.
2. Process member transactions, system input, documentation, and file maintenance with zero errors.
3. Know and understand products, services and electronic delivery systems. Familiar with terms and disclosures of all credit union accounts including IRA's. Participate in training and development opportunities.
4. Identify cross-offer opportunities and cross-offer products and services based upon member needs.
5. Knowledgeable of and adhere to all security procedures and regulatory guidelines included in Regulation B, Bank Secrecy Act, OFAC/CIP, and IT Security.
6. Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
7. Maintain privacy of member account information.
8. Maintain a professional work environment and businesslike appearance.

Interpersonal Skills:

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature.
• Work may involve motivating or influencing others.
• Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills:

Experience with automated data processing systems including PC, Symitar, Keystone and mainframe system.

Physical Requirements:

Ability to lift 25 pounds