Description

Job Summary

The primary function of this position is to assist the credit union in achieving its vision to become the preferred financial service provider for all members. This is achieved by providing outstanding service to both Internal and External Members that meets the Service Promises and Standards of the Credit Union. A key component of this service is to identify the members’ needs and recommend appropriate credit union solutions.

Safeguard member information and the credit union’s vital records in a manner commensurate with the sensitivity of the information and in compliance with laws, regulations and the credit union’s information security policies, standards, and procedures.

Responsible for providing quality member service through efficient, accurate and timely handling of requests. Maintains and processes weekly, biweekly, and monthly payroll records received from various members and organizations. Manages incoming payroll deductions, preauthorized transfers and ACH distributions on member accounts. Provides members with information and answers questions regarding their accounts.

Primary Responsibilities

• Provide exceptional member service to all internal, external, and potential credit union members that meet the Service Promises and Standards of the Credit Union.
• Process and maintain records for payrolls received from various members and organizations.
• Manage incoming payroll deduction, preauthorized transfer and ACH distribution requests on member accounts.
• Research and resolve member account problems involving payroll deductions, direct deposits, and automatic transfers.
• Complete incoming and outgoing wire transfers and balance wires throughout the day.
• Verify and process ACH Stop Payment and Written Statement of Unauthorized Debit forms in accordance with the NACHA rules and guidelines.
• Aid and process documents involving fraud/forgery.
• Verify and process Remotely Created Check disputes.
• Review and verify stop payment forms received from financial centers for accuracy and proper handling of fees.
• Process general member inquires and resolve member problems, exercising discretion regarding all transactions and promotes our products and services.
• Conduct and complete any research requests within established time frames.
• Scan and balance on-us and transit checks for Back Office support areas.
• Sort, open and distribute department mail to appropriate team members.
• Maintain a working knowledge of the duties and responsibilities of other positions within the department and act as a backup when necessary.
• Perform other duties as assigned and support all areas of the credit union.

Requirements

Skill Requirements

• Exceptional customer service skills
• Strong coaching skills, work efficiently with others, and must be able to train fellow team members.
• Proven problem solving, conflict resolution and time management
• Ability to establish credibility and be decisive - but be able to recognize and support the organizations preferences and priorities.
• Effective interpersonal skills
• Listening, oral, and written communications
• Ability to form, lead and develop effective teams
• Demonstrated ability to effectively lead change in employee behavior
• Detail and goal oriented
• Initiative/self-starter Goal and detail oriented

Candidate Profile

• Bright
• Sales oriented
• Verbal
• Assertive
• Approachable
• Enthusiastic
• Energetic
• Flexible

Other Requirements

• A high school diploma or general educational development (GED) diploma. Nine (9) to 12 months related experience and/or training preferred; or equivalent combination of education and experience.
• Must be bondable
• Varying hours (weekends and holidays)
• Must adhere to all applicable Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Office of Foreign Assets Control (OFAC) laws and regulations.

Technical Requirements

• Microsoft Word and Excel
• Fax, calculator, typing
• A good working knowledge of the software and hardware systems.

Physical and Environmental Demands

• The employee must frequently sit for long periods of time.
• The employee must frequently walk and handle objects.
• The employee must frequently express or exchange ideas by means of the spoken word to impart oral information and to convey detailed spoken clarification to others accurately or quickly.
• The employee must frequently receive auditory information by listening in person and by phone.
• Specific vision abilities required by this job is clarity of vision at 20 inches or less.

Environmental Demands

• The employee must frequently work with frequent interruptions through a variety of channels including phone, chats, cases, and emails.