Position Summary

The position of Support Specialist I, Staff Resource Pools is to provide Branch and Departmental assistance. Responsible for transacting business efficiently and accurately on member accounts. Provides prompt, professional and accurate information to members and potential members in opening new accounts, securing loans, as wells as cross-selling Credit Union products and services to meet members needs and increase member satisfaction. Maintain quality service standards set by the organization.

Essential Duties and Responsibilities

• Process routine member account transactions including: deposits, withdrawals, loan payments, transfers, travelers’ check and cashier check purchases, loan and Visa advances, night and lobby drop and closing accounts.
• Balance cash drawer daily, process direct deposit forms, provide dual control to balance cash vault.
• Cross sell products and services to members by assisting or referring the member to applicable representative.
• Answer member inquiries pertaining to their account.
• Conduct routine research on member accounts as necessary or requested.
• Assist members by accepting and/or completing applicable forms.
• Interview members and potential members to determine their financial needs and aid in selecting appropriate products and services.
• Provide quality member service consistent with Credit Union standards; resolve member complaints quickly and accurately; respond to member inquires on phone and in person in a timely manner.
• Responsible for keeping abreast of current policies, procedures and new products; follow new procedures.
• Prepare documentation for new accounts and/or loans ensuring adherence to legal requirements and Credit Union policies and procedures.
• Ensure loan files are complete and accurate with appropriate and thorough comments, along with recommendations to aid in loan decision.
• Relay loan decisions to members along with loan terms and conditions providing financial counsel and alternatives, as needed.
• Provide timely closing of loans through consistent follow-up of loan approvals.
• Ensure operational integrity through consistent documentation of account files.
• Support SDCCU global goals by providing functional assistance within Credit Union.
• Support Branch Network and Administrative Departments.
• Act as MSR, Receptionist, FSR or Departmental Staff as directed by management.
• Support management in community development activities.
• Participate in AML/BSA compliance training as assigned.Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
• Perform other duties as assigned.

Physical Demands and Work Environment

While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to walk, stoop, kneel, crouch or crawl. The noise level in the work environment is usually moderate.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The noise level in the work environment is usually moderate.

Minimum Qualifications

• High school diploma or equivalent.
• One year of banking experience to include: knowledge of loan and account interviewing techniques, cross selling, upselling and/or referring products/services; or 6 months SDCCU member facing work experience may be considered.
• Demonstrated sales ability and thorough knowledge of and a willingness to actively promote products and services.
• General knowledge of Credit Union and/or financial institution loan policies and procedures.
• Demonstrated professional human relations, communication and organizational skills.
• College level math and financial calculation skills.
• Basic level computer skills, including MS Office applications (Word, Excel, Outlook)
• Professional appearance and demeanor.
• Ability to travel to multiple branches and administration locations based upon schedule.