Member Services Lead

The Member Services Lead assists the Branch Manager in coordinating, directing, and assigning work.  May perform all member services functions on a limited basis.  Solves escalated member problems and/or helps with complex member questions or work-related matters.  Guides and advises member services representatives in the efficient handling of member needs and accurate transactional processes. 

This position is located in the downtown Oakland area.  The successful candidate will become a member of the Local 34 Office Clerical Union after 90 days of employment.

Essential Responsibilities & Duties

1. In conjunction with the branch manager, supervise, organize, and direct the daily operational activities of the Member Services staff through assignment of work, scheduling, balancing (cash, vault, and ATM), ordering branch cash, coordination and providing training, technical guidance, and support.
2. Opens and closes the branch, when needed.
3. Assist members and representatives with escalated issues and troubleshooting.
4. Assist with branch daily work and prepare branch deposits.
5. Assist in reviewing out of balance conditions at daily closing and reconciles teller cash drawers, TCRs/TCDs, and ATMs as required.
6. Assist staff with questions regarding policies and procedures.
7. Assist Branch and Call Center managers as needed assuming supervisory duties as directed by the managers or the Branch Services Manager.
8. Accurately perform transactions, and processes in accordance with Credit Union policies and procedures, security procedures, and regulatory compliance requirements.
9. Open new accounts offered including Trusts and IRAs.
10. Review and submit member dispute documentation for ACH, checks, and cards.
11. Place stop payments on accounts as requested by members.
12. Charge and reverse fees when required.
13. Investigate, research, and resolve questions, issues, or errors for members on accounts.
14. Scan daily work into an archiving system when necessary.
15. Maintain a cash drawer within prescribed cash limits and meet cash and transaction balancing requirements; dual control for TCD, TCR, and vault.
16. Enroll and cross-sell products and services to membership.
17. Assist members by telephone, face to face, email, and website interaction.
18. Assist member with credit card transactions such as available balance, cash advances, payments, and automatic payment setup.
19. Post deposits, transfers, withdrawals, and loan payments.
20. Initiate, cancel, block, unblock, or process rush delivery requests on services (checks, cards, and online services).
21. Assist members with account statements (savings and checking, credit cards, and verifications of deposit).
22. Assist members in completing loan applications answering basic questions, enter member data, or any required information into loan application system, as well as completing automatic payments for loans/credit cards to promote efficient loan approval time and timely member service.
23. Assist members with signing consumer loan documents and distributing loan proceeds.
24. Review loan applications for regulatory compliance and to ensure all information is correct, and all required documents are properly completed including the appropriate funding/disbursement instructions.
25. Notarize Credit Union Documents.
26. Assist in providing, obtaining, and completing proper DMV documentation for vehicle transactions.
27. File, retain, and scan necessary loan files as required.
28. Provide superior service to our members.
29. Perform specific and delegated duties as assigned.

1. Requires an equivalent of a high school level of language, math and reasoning skills and a minimum of 4 years member services experience within the credit union industry.
2. Excellent customer service skills.
3. Excellent interpersonal communication and leadership skills.
4. Ability to successfully direct, train, coach and motivate others.
5. Ability to identify and resolve problems in a timely manner and gather and analyze information skillfully.
6. Must demonstrate extreme professionalism, discretion, sensitivity and confidentiality.
7. Must be detail oriented with the ability to manage time efficiently.
8. Ability to maintain accuracy and promptly complete duties with a high degree of attention to detail while meeting demanding deadlines.
9. Basic math computation skills.
10. Must be a great team player.
11. Ability to maintain confidentiality regarding Credit Union records and data.

Work Environment
Most work is performed in an air-conditioned and heated office environment with exposure to basic office equipment and typical moderate office noise.

Physical Demands
The physical demands listed and charted here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

On-the-job time spent in the following physical activities.

Required weight be to be lifted or force to be exerted while performing job.

Special vision requirements while performing job.

Salary : $34