Senior Member Service Representative

Job Description:

Essential Functions:
1. Under the general supervision of Credit Union management, performs a wide variety of complex duties related to overseeing of all member service activities, including security and negotiables.
2. Assures that staff is trained on all operational/procedural changes in a timely manner.
3. Enables individual team members to grow and succeed by providing timely feedback, coaching effectively, and acknowledging accomplishments.
4. Effectively conducts and participates in branch sales, service, and operational staff meetings as directed by Management.
5. Uses coaching as the primary tool for improving staff performance by holding regular coaching sessions and documenting results for Management.
6. Support, promote, and ensure that staff activities are aligned with the Credit Union’s overall mission, vision, and values.
7. Sets an example for all Member Service Representatives in the area of cross-selling, member relation skills, punctuality and attendance, and professionalism including appearance.
8. Demonstrates the ability to drive for results and hold staff accountable for achieving individual sales, service, and operational goals.
9. The desire to expand his/her knowledge of organizational and departmental needs and requirements and take part in the development and realization of organizational goals and objectives in accordance with established deadlines.
10. Initiative to seek out training and educational opportunities. Is required to complete specific training and educational programs as assigned by Management.
11. The ability to effectively relate to members, co-workers, management, and officials.
12. Must maintain confidentially.
13. Thorough knowledge of leadership/coaching practices.
14. Ensures compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Customer Information Program (CIP) is maintained in areas such as currency transaction reporting, suspicious activity reporting, and the completion of wire transfer requests.
15. Thorough understanding of regulatory compliance re: IRA’s, Tax Reporting, Regulation CC, Regulation D, Truth and Savings, Living Trust, etc.
16. Performs all duties and responsibilities of a member service representative.
17. Ability to cooperate and coordinate department work activities with other Senior Representatives and Management.
18. Must possess excellent verbal and written communication skills.
19. Effectively defuse member complaints and offer resolutions consistent with Credit Union philosophy.
20. Per management request, senior personnel may participate in the disciplinary process set forth by IBEW credit union and OPEIU Local 11.
21. Other duties as assigned by Management.
Specific Requirements
1. The ability to communicate with tact, discretion, and courtesy within and outside the organization.
2. Maintain a professional appearance and demeanor.
3. Ability to manage multiple tasks and priorities meeting required deadlines.
4. Ability to use good judgment and make sound decisions.
5. Exceptional flexibility, the ability to change direction or tasks at a moment’s notice. Adjust work schedule to cover for changes in staff schedules.
6. Must possess excellent listening and speaking skills.
7. Ability to set work priorities and make effective decisions.
8. Willingness to openly communicate with Management.
9. Ability to effectively delegate and communicate a project’s impact on Credit Union goals and objectives.
10. Possess general knowledge of general laws and regulations that apply to all pertinent functions.
11. Must be skilled in the use of computers and various software programs.

Job Requirements
Education: High School graduate required, 2 years college or more preferred.
Experience: At least 5 years of progressively increasing experience in the Member Service area of a financial institution preferably a Credit Union.