Shaw Branch - Member Service Specialist IV

Shaw Branch - Member Service Specialist IV (Full-Time/Part-Time)

Job Title
:
Member Service Specialist IV

Department
:
Branch Channel Delivery

Status
:
Non-Exempt

Job Code
: 2302

Pay Scale
: $25.00 – $25.00 Hourly

General Description
Provide members the highest level of service available in an efficient and courteous manner. Process monetary transactions within assigned limits, maintain accurate records and balance each day’s transactions in accordance with established policies and procedures. Proactively engage with members to identify products and services designed to assist them in achieving their financial goals. Answer questions and direct members to the appropriate department for specialized services.

• Process and audit financial transactions including deposits, withdrawals, transfers, payments and general ledger entries while maintaining a cash drawer.
• Provide Golden 1 services to members, including cashier’s checks, money orders, savings bonds, wire transfers, additional sub-shares, and debit card issuance.
• Assess members’ needs while processing transactions.
• Identify opportunities to help members relative to Golden 1 product or service offerings and document in EnAct system.
• Identify and report fraudulent activity to management and Financial Investigations department in accordance with current procedures to prevent potential loss to the credit union.
• Assist in proper operation of the ATM and Teller Cash Dispenser Units, including replacing receipt cartridge and clearing a blockage.
• Take the lead for open and closing responsibilities in the absence of Associate Branch Manager and/or Branch Manager.
• Run the branch in the absence of the Associate Branch Manager and/or Branch Manager.
• Activate alarm.
• Assist Branch management in coaching branch staff to meet or exceed all member service objectives.
• Verify signature cards in ECM (Enterprise Content Management).
• Check acceptance approval within assigned limits.
• Ensure confidentiality of all member and credit union information.
• Maintain current knowledge of all Golden 1 products and services and all policies and procedures for teller functions.
• Perform additional responsibilities essential to the operations of the branch (TCR, SBO, Safe deposit box, etc.) as needed.
• Open deposit and specialty accounts (e.g., Roth IRA) and identify members’ financial service needs to provide meaningful financial solutions.
• Engage in consultative dialogue with members to identify current and future financial needs and document in EnAct system.
• Enroll members in the different channels that Golden 1 uses: online, mobile, etc.
• Refer members’ home lending/investment needs to the appropriate business partner through EnAct referrals.
• Process consumer loan applications and complete the fulfillment of loan when appropriate.
• Approve signature cards.
• Audit loan reports and provide coaching as needed to avoid future errors.
• Provide approvals based on authorized limits as assigned by the Branch Manager.
• Notarize member documents (certification of trust, etc.).
• Process and approve medallion stamp requests.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

• Interact professionally with members.
• Communicate in a professional manner with proper grammar, punctuation and tone in both written and verbal communication.
• Listen effectively and communicate with empathy, associating member needs with G1 products and services.
• Overcome basic objection or resistance through conversation.
• Work as part of a team.
• Accept constructive feedback positively and use it to aid personal and professional development.
• Have a consultative dialogue by asking effective questions and delivering solutions offered by G1.
• Communicate the "why" not just the "how" or "what".
• Overcome member objections and resistance with a calm and reassuring presence.
• Demonstrate polished presentation skills, speaking clearly and confidently, and conveying complicated information understandably.
• Demonstrate networking skills such as asking effective questions, speaking…