Lead Member Service Representative

POSITION REPORTS TO:

Brach Manager

POSITIONS SUPERVISED:

Branch MSRs

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POSITION PURPOSE

The Lead MSR is responsible for the scheduling, training, and directing the workflows and assignments of the branch MSR team. The Lead MSR is a problem solver, capable of researching member complaints and system discrepancies. Knowledge and practice of the Corporate Values is required and subject to validation.

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ESSENTIAL FUNCTIONS AND BASIC DUTIES

· Provide written input and assist in the delivery of performance evaluations to employees in the branch MSR team.

· Be proficient in all responsibilities of an MSR. Lead by example through providing exceptional member service and participating in credit union sponsored activities and promotions.

· Schedule work assignments in a fair and consistent manner following approved work policies.

· Responsible for management of cash in the vault, ATM, and daily cash balancing.

· Ordering cash from the Federal Reserve and validating ordered and received cash will be performed as needed.

· On a periodic basis the Lead MSR will participate in audit cash counts.

· Subject Matter Expert in all processes relating to SOPs, core system functionality, policies, and appropriate regulations and laws relating to financial institutions.

· Perform any other duties as assigned.

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PERFORMANCE MEASUREMENTS

1. Core System transaction competency. LeadMSRs will be proficient in all Core system transactions enabling them to provide solutions to all member transaction requests. This competency will be evaluated annually as part of the performance evaluation process. Executing the transaction correctly the first time will be the performance metric, along with over / short and voids.

2. Policy / Procedure Knowledge. LeadMSRs will understand and uphold all policies and procedures related to the business they conduct. This competency will be evaluated annually as part of the performance evaluation process.

3. Regulatory Compliance. Lead MSRs will understand all credit union compliance procedures. Specifically, BSA, Funds Availability Policy, and Reg Z. Compliance is not limited to the above referenced areas.

4. Product / Service Knowledge. Lead MSRs will understand and promote all of the products and services offered by MC. This includes ongoing promotions, advertised specials, and community messaging. This competency will be evaluated annually as part of the performance evaluation process. Specifically:

Ø Basic knowledge of products and services. Lead MSRs will service members by opening new accounts and referring members to the Loan Officer for lending products.

Ø Basic knowledge on loan product offerings (Home Equity, 1st Mortgage, Auto Loan, Student Loan, Credit Card, Personal Loan). Lead MSRs will assist in making the member an appointment with the Loan Officer.

Ø Basic knowledge of MC electronic product offerings for Digital Banking, BillPay, Audio Banking, and remote deposit. Specifically, ability to enroll, unlock, reset, or de-enroll on a daily basis.

5. Capitalize on opportunities to increase member utilization of products and services offered as a solution to their needs. The Lead MSR will be evaluated on their level of engagement in this area annually as part of the performance evaluation process.

6. Know our Business. Lead MSRs will be capable of providing information concerning the credit union products and services, policies, general information; what is a credit union, eligibility for membership, how to apply for membership, type of accounts available, insurance coverage of shares, loan policies, interest rates charged on loans, how interest on loan payments are computed, how dividends on shares are computed, when dividends post, the location of the credit union and branches, office hours, telephone numbers, and web address.

7. Computer Literacy. The Lead MSR will be proficient in all online and core systems. Microsoft Word and Excel basics are a requirement of this position.

8. Communications Expectations. Lead MSRs will check and respond, in a timely manner, to all email as part of their daily assigned responsibilities. Email is the designated corporate communication tool and the expectation is that it is managed on a daily basis.

9. Confidentiality Expectations. All member information is protected on a need-to-know basis. Lead MSRs must address this requirement with full attention. Violations in this area are grounds for termination.

10. Functional Duties. Lead MSRs will open and close the computer terminal on a daily basis. They must account for assigned cash and transactions, balance to the terminal teller report.

11. Dependability. Accurately report time worked into the employer identified timecard system per established deadlines. Attendance and punctuality at work is critical.

12. Specific duties relating to specialty tasks are to be executed at an SME level. Specifically, office supplies management, ATM balancing, in-house report generation, e-statement, and share draft clearing.

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QUALIFICATIONS

EDUCATION/CERTIFICATION:

· High school diploma or equivalent GED. Associates degree preferred but not required.

REQUIRED KNOWLEDGE:

· Working knowledge of data processing procedures and personal computer applications

· 2 – 3 years prior MSR or teller experience

· Prior leadership experience preferred

SKILLS/ABILITIES:

· Excellent leadership and management skills

· Excellent written and verbal communication skills

· Excellent organizational, analytical, and problem-solving abilities

· Able to coordinate, manage, and direct others

· Dedicated work ethic with personal and professional integrity

· Ability to undertake and complete multiple tasks, meeting deadlines

· Strong desire to improve the lives and financial wellbeing of our diverse membership

· Commitment to the credit union philosophy of “People Helping People”

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PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING:

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly or quickly.

AVERAGE HEARING:

Able to hear average or normal conversations and receive ordinary information.

AVERAGE VISUAL ABILITIES:

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

PHYSICAL STRENGTH:

Sedentary work: sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

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WORKING CONDITIONS

NONE:

No hazardous or significantly unpleasant conditions (a typical office environment)

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MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

Ability to deal with all members in a professional manner under any and all circumstances

MATHEMATICS ABILITY:

Must be able to perform basic mathematical calculations free from errors or miscalculations

LANGUAGE ABILITY:

Ability to communicate to all members in a clear and concise manner

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Profit sharing
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• Teller Line: 2 years (Required)

Ability to Commute:

• Danville, PA 17821 (Required)

Ability to Relocate:

• Danville, PA 17821: Relocate before starting work (Required)

Work Location: In person