Summary

Serves as Member Service Specialist in the credit union’s various office locations including West Palm Beach, Boynton Beach, Lake Worth and Ft. Pierce. This position is responsible for answering all member questions, while cross-selling to deepen member relationships. This position, only when necessary and as directed, will be able to float to other branches to cover in member services when needed for appropriate operational coverage. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Employee’s responsibilities regarding BSA – OFAC – AML – CTR laws, rules, and regulations:

• Attain and maintain acceptable level of knowledge of laws, rules and regulations including all updates and changes. • Complete and accurately submit all necessary forms required by the laws, rules and regulations.

• Complete all steps required in laws, rules, and regulations. 

• Be knowledgeable of all credit union products/services and account processing procedures relating to all deposit and loan functions.

• Provide prompt, accurate and professional service to our members.

• Answer member questions and investigates and corrects errors including maintenance on the data processing system.

• Sell and open ALL credit union products/services, to increase our penetration of credit union products/services per member.

• Develop sales leads using personal contacts, referrals, reports, etc.

• Ensure accuracy of member account information with each member interaction.

• Meet and/or exceed new accounts and loans goals and expectations as outlined by credit union and Member Relations Manager and/or AVP – Branch Services for product sales. • Participate in incentive program tied to loan product sales goals.

• Ensure delivery of all account and loan documents to optical.

• Order share drafts.

• Assist with Internet loans and loans by phone as directed.

• Effectively manage loan ques to prevent lost business.

• Produce and provide Adverse Action notices.

• Process ECM payments.

• Handle GAP/Warranty Claims questions and cancellation questions.

• Field, manage and answer all debit and credit cards related issues.

• Field, manage and answer all Collateral Protection Insurance questions.

• Assist members with initiating all Payment Assurance claims.

• Conduct loan interviews, loan processing and loan closings.

• Order property searches, flood searches, and appraisals when appropriate.

• Create loans on the data processing system and produce loan documents.

• Prepare reports as requested by the Member Relations Manager and/or AVP – Branch Services.

• Accept wire transfer requests.

• Attend meetings and training sessions as directed.

• Develop an understanding of credit union history and the credit union philosophy.

• Remain knowledgeable about laws and regulations involving member service.

• Perform other related duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to multi-task and perform each essential duty as described above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as all member records, compliance rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence effectively and grammatically accurate. Ability to speak professionally and effectively before members, groups of members or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of computers and various software including, Microsoft Office (Word, Excel, Outlook) and Internet applications. The individual must have a willingness (and then be proficient) to learn DataSafe, the credit union’s data processing system.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.