Member Relationship Officer

Overview

The Member Relationship Officer (Teller) is responsible for delivering exceptional member experience while serving members’ financial needs in a retail branch lobby. Responsibilities include promptly greeting members, providing account service to include processing account transactions (handling cash and checks, deposits, withdrawals, loan payments), handling general account maintenance functions, and resolving member inquiries. MROs (Tellers) are expected to educate members on products and service offerings and encourage self-service options such as digital banking, remote deposit capture, bill payment and ATM utilization.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Professionally greet members as they enter branch lobby, acting as a concierge of the Empeople experience. Welcome and acknowledge all members according to company standards, anticipate and address member service needs, assist individuals with disabilities, and thank members with genuine appreciation.
• Search for opportunities to educate members about products and service-usage that would benefit members and enhance their financial health. Educate members about Credit Union self-service technology:
  Digital Banking, Bill Payment, remote deposit capture (eDeposit), debit cards, e-statements, ATMs, and alerts.
• Handle all account servicing requests from members. Coordinate and carry out deposit, transaction and member services functions in accordance with policies, principles, and procedures.
• Answer questions about products and services and resolve problems that are within your authority to resolve. Refer problems that are beyond the scope of responsibility or knowledge to the Branch Operations Manager, along with recommendations for solutions.
• Responsible for daily credit union business including record retention, cash management, inventory, daily reconciliations and balancing, and branch security. Ensure all required paperwork and documentation is accurately completed, adhering to the Credit Union’s policies and procedures.
• Operate cash recycler. Responsible for investigating and resolving all balancing offages and discrepancies.
• Processes cash advances and the instant issuance of debit and credit cards.
• Identify members who are good candidates for our Financial Wellness Programs and refer through the appropriate channel(s).
• Represents Empeople with a professional image. Ensures that the office image is favorable, reflecting a sound and secure financial institution that employs prudent housekeeping procedures, safety measures, and provides a pleasant atmosphere for members, including privacy, confidentiality, and ease of use.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Integrates the credit union philosophy and operating principles and diligently promotes the credit union's Core Values:
  We Care, We Serve, We Teach, and We Learn, into work habits, processes, and service delivery systems.
• Comply with quality assurance expectations and standards.
• Provide Notary services to members.
• Complies with all applicable laws, regulations, policies, and procedures, including but not limited to:
  Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act, and the Customer Identification Act (CIP).
• Maintains confidentiality of current, past, and potential member information.
• Must be able to work weekend hours as required.
• Perform other related duties as assigned.

• Customer Service
• Credit Union policies and procedures

• Operate a PC using the following software using Microsoft Office.
• Operate the Credit Union’s financial software systems to access member accounts to perform transactions and account inquiries.
• Identify and analyze member and employee needs and create solutions to satisfy these needs.
• Communicate professionally and effectively verbally and in…