JOB SUMMARY

The Member Service Coordinator II (MSC II) plays a significant role in providing exceptional service to members. This role involves providing assistance with a diverse range of products and services to both current and prospective members, including opening both basic and complex accounts, processing and closing loans, and taking on operational responsibilities, such as managing opening and closing procedures, in the absence of a manager.

KEY RESPONSIBILITIES

Member Services

• Opens new accounts, including Trusts, Rep Payee, IRA, Estate and Organizational accounts, while ensuring proper documentation and compliance with Credit Union policies.
  
• Provides support to existing accounts (e.g., resetting passwords, setting up/modifying Transfer Files and ACH payments, processing Stop Payments, facilitating Wire Transfers, converting accounts).
  
• Provides information to current, new, and potential members concerning membership eligibility, account types, loan products, services and member benefits.
  
• Functions as a trusted advisor to members by recommending appropriate products and services and counseling on how to improve members’ financial situation.
• Proactively contacts current members through follow-up calls to enhance relationships and retain membership.
• Answers incoming calls and Member Service emails in a professional, timely and courteous manner.
• Performs adjustments, corrections, or refunds fees within their authority, or seeks approval from proper parties to do so.
  
• Researches and investigates inquiries and concerns regarding member accounts and provides timely resolution.
  
• Promotes an environment of exceptional member service that provides sound financial wellness and consultative advice for our members.
• Assumes operational responsibility for their assigned branch, including opening and closing procedures, when another member of leadership is not present.
• Provides security overrides to other staff, ensuring adequate control of transactions.
• Serves as a mentor and role model to Tellers and MSC I team members.

Tellering

• Assists on the teller line as needed.
  
• Able to process all transactions for members and guest members, including deposits, withdrawals, transfers, payments, cash advances, cashier’s checks, gift cards and other teller functions with accuracy and in accordance with our policy and procedure guidelines.
  
• Has proficient knowledge of check hold policies with the ability to make check hold decisions.
  
• Maintains operational integrity of personal cash drawer, TCR, and vault, and adheres to all balancing and audit policies and procedures.

Lending

• Processes consumer loan products and services, including pulling credit reports, verifying debt, calculating debt-to-income and loan-to-value ratios, completing loan documents, and closing loans approved by a Loan Officer.

Compliance and Administration

• Completes all required paperwork and data input accurately, in compliance with Credit Union policies and procedures.
• Understands the Credit Union’s financial goals and strategic direction.
• Stays updated on Credit Union products, services, and compliance regulations, ensuring adherence to established standards and guidelines.
• Understands all security and responsibilities of the departments within the Credit Union.
• Supports the day-to-day operations and efficiencies of the branch.

Performance and Training

• Consistently meets or exceeds performance goals as established by management.
• Meets all internal training requirements for this position, annually.

Additional Functions

• Attend meetings, training courses, and seminars.
• Perform clerical support duties as necessary.
• Assist in other departments as necessary.
• Performs other functions as required.

Skills, Knowledge and Experience

• Minimum: High school diploma or equivalent.
• Minimum of two years member/customer relations experience, Credit Union or financial institution preferred.
• Excellent member service and effective verbal and written communication skills.
• Strong cross-selling skills.
• A commitment to providing exceptional member service.
• Ability to work independently and as part of a team.
• Self-motivated with a strong initiative and ability to manage multiple tasks.
• Strong knowledge and understanding of financial products and services.
• Advanced problem-solving and decision-making capabilities.
• Must have basic keyboarding and data entry skills including a working knowledge of Outlook, Word, and Excel.
• Dependable and detail-oriented.
• Intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.).

Experience with Fiserv Portico a plus.

This position description is not a complete statement of all duties and responsibilities comprising your position. 

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