Reports To: Digital Branch Manager                                             

Effective Date:    08/01/2020

Primary Function:

Welcome members to the Credit Union and deliver excellent service by identifying member needs and offering financial solutions. Responsible for the processing of new memberships in accordance with credit union BSA policies and procedures for the Digital Branch. Perform a variety of support duties related to the onboarding of new accounts and the Engageware.

Major Duties and Responsibilities

1. Screen and open memberships through the IMSI and Alloy
2. Actively monitor the Digital Branch and Online Membership PO Box to ensure member requests are completed in a timely manner.
3. Conduct all BSA, Patriot Officer (OFAC) and ChexSystems verifications to ensure membership qualification of potential member.  If membership denied, perform membership denial procedures accordingly. 
4. When membership approved, open membership account, and then immediately contact member for any additional documents needed, loan needs, etc.   
5. Deliver products and services to meet members’ financial needs.
6. Provide members with the most recent accurate information about credit union features and benefits.
7. Assist the Digital Branch Manager with the Engageware program as needed.
8. Understand and describe the purpose of the Bank Secrecy Act (BSA), Anti Money Laundering, and Office of Foreign Asset Control policy (OFAC). Identify the BSA Administrator and responsibilities. Complete annual BSA training. Know where to find the BSA policies, procedures, and forms.
9. Responsible for processing member information and transactions consistent with BSA policy and procedures. Understand the regulatory requirements and the internal BSA/AML policies, procedures, and processes. Understand and describe; Suspicious Activity Report (SAR), Currency Transaction Report (CTR), Customer Due Diligence policy (CDD), and Office of Foreign Asset Control policy (OFAC). Complete and file appropriate forms in a timely manner; Suspicious Activity Report, Currency Transaction Report, Document CRM consistently as directed by operational procedures.

Skills, Knowledge, and Ability

• Know all features and benefits of the Credit Union's products and services.
• Working knowledge of organization's policies/procedures and Credit Union's service philosophy.
• Working knowledge of safety and security program for false alarms, robberies, bomb threats and extortion.
• Working knowledge and proficiency of Credit Union's computer systems (FSP, CRM, SAIL, uOpen, etc.)
• Knowledge of state and federal digital banking regulations.
• Ability to understand and follow moderately complex written and oral instructions.

Behavioral Model; What activities are involved.

a)   Communicate clearly and effectively in verbal and written format with members and employees.

b)   Prepare and maintain member files, confidential records and reports.

c)   Timely, analyze member information and financial data, relevant facts and develop solutions.

d)   Assess needs of multiple members and prioritize requests ensuring highest quality and most efficient service possible.

e)   Processes member information and transactions consistent with BSA procedures.

 f)   Exercise judgment under minimal supervision to interpret, act upon and handle daily routine.

Outcomes; The expected results, goals, and objectives.

1. Individual goals for productivity and accuracy are achieved.
2. Membership face to face and online application processing is completed in the time frame suggested.
3. Ensure the confidentiality and security of CU and member information being processed.
4. All work performed conforms to Credit Union and BSA guidelines and standards.
5. Perform other duties as may be assigned by Digital Branch Manager.

Education and Experience

Job requires a two-year college level of language, math and reasoning skills, and one years experience, or an equivalent combination of education and/or work experience.  Formal position training should include products and services, rewards, and other courses as assigned for individualized and departmental training. 

Physical Requirements

iTHINK Financial Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.  The following list outlines the physical considerations that are normally encountered in this job.

• Vision:  Ability to complete necessary paperwork and verify signatures and proper completion of documents by members and dealerships.
• Speech/Hearing:  Ability to communicate verbally and in writing with staff, members, and vendors.
• Manual Dexterity:  Ability to perform necessary computer-related input.
• Physical Mobility:  Limited mobility required.  Requires the ability to work flexible hours and overtime as required.

Work Environment/Physical Activities

Ability to work in fast-paced environment. Ability to handle multiple tasks simultaneously. Work creates normal fatigue daily.  Work creates moderate stress during certain periods during daily routine.  Job does not have specific volume and pace of work standards except that the job requires that members be served in the timeliest manner possible. Job requires extensive member or dealership contact on a continual basis.

Notice:  This job description is not intended to be, nor should it be construed as, a contract for employment.  iTHINK Financial Credit Union makes no guarantee of permanent employment.  This job description is to be used as a guideline to give you an understanding of what the Credit Union has defined this position to be.  iTHINK Financial Credit Union is willing to accommodate handicaps to the extent a financial services organization can without impacting financial control or member service.  iTHINK Financial Credit Union is an Equal Opportunity Employer.