Lead Member Service Officer

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Job Title: Lead Member Service Officer

Department:Branch Administration

Reports To:Assistant Branch Manager

FLSA Status:Non-Exempt

Grade:7

The Lead Member Service Officer is responsible for assisting the team and management with department operations and goals, staff development, and training. Assists in creating an environment and culture to make members dreams come true.

• Responsible for the training and development of department staff.
• Assist in making appropriate staffing and service recommendations.
• Review and recommend process changes to increase efficiency and better serve the member
• Troubleshoot and resolve issues related to service delivery channels
• Act as a subject matter expert by assisting staff as needed
• Acts as backup vault coordinator which includes money orders, gift cards, ordering the cash, verifying cash received, filling teller cash orders, maintaining full vault security, cash levels and balancing vault cash and cash machines.
• Assists Branch Manager/Assistant Branch Manager to correct and minimize findings from various internal audits/reviews to maintain high compliance standards.

• Complete butterflying account process
• Perform and resolve routine account-related requests, inquires, and issues
• Create leads and cases for member products and services that are unable to be resolved.
• Verify and assist with renting, maintaining, and auditing of Safe Deposit Boxes
• Complete opening and closing duties for branch
• Follows account comments, warnings, and notes
• Manage and maintain member appointment schedules and lobby traffic
• Process disputes
• Process wires, POA requests and IRAs
• Review and Correct any account errors
• Processes and verifies cash, check, deposits, withdrawals, transfers, loan payments
• Completes end of day procedures
• Completely and accurately fill out CTRs
• Properly identify shared branching members, ensure completion of appropriate paperwork and fulfill transaction requests
• Balancing and correcting TCR machines
• Verify cash replenishments from Loomis
• Audits:
  Daily work and returned checks
• Net Teller setting up and frozen account corrections
• Complete SARs when needed

• Complete loan application with member
• Answer routine loan-related requests and inquires
• Complete application, approval, and loan docs for Secured Loans

• Perform, prepare, and obtain all necessary verification and documentation for products and services
• Completely and accurately obtain and input all CIP information for new accounts.
• Properly update all necessary CIP information in the core processor for all applicants, and applicable transactions.
• Accurately perform OFAC during transactions such as but not limited to: opening new accounts; adding individuals to an account or shares; producing cashier’s checks ; initiating wires, etc.
• Accurately identify all members using RGCU approved types of identification for all transactions.
• Completely and accurately fill out CTRs and SAR for RGCU members or customers and Shared Branching guest members.
• Ensure that all accounts and transactions are reviewed for the appropriate red flags.
• Reviews transactions and sends suspicious activity to Risk Management via the compliance email group for review

• Perform, prepare and obtain all necessary verification and documents for products and services.
• Come to work every day with a member focused, passionate, and dedicated approach.
• Approach every member situation from a caring, helpful, and open minded approach.
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier.
• Assists in any other areas as directed by the Assistant Branch Manager, Branch Manager, AVP of Branch Administration, Senior Management and/or President/CEO.
• Report all suspicious activity to the Risk Management department via the compliance group email.

This position has no supervisory responsibilities.

To perform…