Member Service Center Representative

CA - San Diego

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JOB OBJECTIVE:
 
This position is accountable for assisting the Member Service Center (MSC) Manager with providing exceptional service meeting organizational goals, staff development, implementation of policies and procedures and embracing the credit union's Mission, Vision and Values.

NATURE & SCOPE:
  • Mentors employees to achieve individual, department and credit union goals
  • Acts as an informational resource and provides guidance, motivation, training and direction to other employees
  • Assists staff on procedures, policies and training issues as appropriate
  • Answers member calls in all queues and escalated staff calls
  • May monitor queues to ensure prompt service to members
  • Performs wide range of operational and lending transactions
  • Answers escalated staff calls and backs up answering member calls
  • May perform one-on-one phone observations and provides feedback to staff and management
  • May opens/close department as required
  • Approves transactions, within assigned limits
  • Opens new accounts, promotes products and services, and meets individual and department goals.
  • Processes consumer and real estate loans
  • Provides support with eServices
  • Recommends departmental and credit union efficiencies
  • Assists with complex transactions and products and services
  • Resolves member issues by utilizing appropriate resources
  • Ensures member correspondence is professional and accurate
  • Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses
  • Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit unión
  • Ensures department is compliant with internal audit procedures
  • Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit unión
  • Exercises discretion and independent decision-making to ensure growth and soundness of the credit unión
  • Adheres to credit union policies and procedures
EDUCATION, SKILLS, & ABILITIES:
  • The experience as acquired from a high school diploma or equivalent plus three (3) years of experience in a financial institution performing the full range of new account, loan and operation functions
  • Call center experience preferred
  • Must maintain registration as Mortgage Loan Originator (MLO) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and regularly provide this unique MLO registration number to all consumers as part of their daily work in mortgage lending
  • Requires strong sales and service skills
  • Working knowledge of negotiable instruments
  • Knowledge of applicable financial industry rules and regulations
  • Skill and ability to perform the full range of complex financial transactions with a high degree of accuracy
  • Thorough knowledge and understanding of financial products and services
  • Knowledge of more complex accounts/loan products and services to include IRA's, Real Estate, escheated accounts, decedent accounts, trusts and other legal issues
  • Ability to effectively communicate with others verbally and in writing
  • Ability to handle multiple projects simultaneously and analyze and resolve problems independently
  • Ability to work under pressure, prioritize work, demonstrate good judgment and organizational skills and resolve conflicts with tact and diplomacy
  • Requires demonstrated leadership skills and the ability to effectively train, develop and motivate others
  • Acts as a role model for co-workers, displaying a professional and positive attitude at all times
  • Ability to appear for work on time, follow directions from a supervisor, interact effectively with coworkers, understand and follow policies and procedures, and accept constructive criticism
  • Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices

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