Lead Member Service Representative

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.

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ESSENTIAL FUNCTIONS AND BASIC DUTIES

·        Process transactions for members, including but not limited to, cash withdrawals, deposits, transfers, account opening, account maintenance, wires, and card maintenance requests.

·        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. Lead MSRs 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/ Regulatory Knowledge. Lead MSRs will understand and uphold all policies and procedures related to the business they conduct. Lead MSRs will know and uphold all regulatory requirements, including, but not limited to, BSA, Funds Availability, and Regulation Z. This competency will be evaluated annually as part of the performance evaluation process.

3.      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, 1^st 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. 

4.      Demonstrate Leadership. Promote a cohesive and positive work atmosphere through the effective management of the MSR team. Provide support and feedback to MSRs within the team, assisting with establishing goals, providing training, completing performance evaluations, and other leadership duties.

5.      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.

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

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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

·        Experience with Microsoft Office Suite

·        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

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INTENT AND FUNCTION OF JOB DESCRIPTION

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by the Board of Directors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

EEO STATEMENT:

MC Federal Credit Union is an equal opportunity employer. It is the policy of MC Federal Credit Union to afford equal employment opportunity and to recruit, select, hire, train, transfer, and promote individuals in all job titles regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, and veteran status.