Member Service Representative Lead - Rome, GA

Regular Full-Time Administrative Floyd County, Rome, GA, US

Salary Range: $21.75 To $27.19 Hourly

Position Status – Full Time non-exempt (Hourly)

Reports To:

Branch Manager or Assistant Branch Manager

Target hiring pay range: $21.75 - $27.19 per hour

The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position The actual compensation for this position may vary based upon, but not limited to, licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector.

We believe great work is to be rewarded with great benefits. Our benefits include, but aren’t limited to, Medical coverage with generous company contributions, Dental with employee only coverage paid by the company, Vision with employee only coverage paid by the company, Paid Time-Off, 401k plan with a defined company match, company paid long-term disability, short term disability, and company paid holidays.

The primary purpose of this position is to assist Center Parc Credit Union (CPCU) to live out our Mission, "To help our members achieve financial success by providing exceptional products and service."

• Adhere to and deliver on Center Parc’s core values:
  • Serve Exceptionally
  • Commit to Better
  • Find the Fun
  • Invest in Integrity
  • Follow the Numbers
  • Go Forth and Conquer
  • Protect with Passion
• Model leadership and service expectations by providing exceptional in-branch service to members, consistently executing, and reinforcing CPCU’s service standards, and providing procedural guidance and subject matter expertise to front-line branch team members.
• Serve as the designated lead by assigning daily work to front-line branch team members, observing performance, and collaborating with the Assistant Branch Manager and Branch Manager to ensure consistent coaching, processes, and procedures.
• Support the onboarding and skill development of new and existing front-line team members by demonstrating expected behaviors and reinforcing daily work expectations.
• Serve as the first point of escalation for routine member service issues and facilitate timely, consistent resolution.
• Exercise override authority within established limits and demonstrate sound judgment and prudence when determining check holds, waiving or refunding service fees, and resolving other member transactions or service needs.
• Process member transactions, including Visa payments, transfers, loan payments, deposits, U.S. Savings Bond transactions, and cash advances.
• Complete service requests, clerical duties, and research necessary to resolve member inquiries and concerns.
• Connect members with internal business partners when their inquiries or concerns cannot be resolved at the branch level.
• Open new member accounts, update existing accounts, and establish share and loan allocations.
• Recommend credit union products and services aligned with each member’s needs.
• Maintain up to date knowledge of all retail and account opening procedures;
  Follows all practices that have been put in place to mitigate fraudulent activity and unnecessary risks.
• Maintain up to date product knowledge; has a full understanding of the features and benefits of the products and services offered by the credit union.
• Use product knowledge and consultative service skills to address member skepticism or objections when a recommended product or service is in the member’s best interest.
• As needed or required, maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer.
• Comply with all aspects of BSA/AML and OFAC…