Lead Member Service Representative - Alamance County
Company: Truliant Federal Credit Union
Location: Burlington
Posted on: March 16, 2023
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Job Description:
Job Title
Lead Member Service Representative - Alamance County
Job Description
Purpose of the Job
The Lead MSR I is responsible for overseeing day-to-day MSR
operations to assure consistency with established goals, service
standards, policies, team development, and MSR coaching. The Lead
MSR I must have working knowledge of all Credit Union deposit and
loan products as well as all policies and procedures. The Lead MSR
I must act as a positive role model for all employees in adherence
to the organization's mission of meeting the financial needs of the
Credit Union's member-owners. The Lead MSR I must provide
leadership and supervision of the team when the Manager is not
available.
Essential Functions and Responsibilities
Helps MSR team implement the center's growth plan.
Ensures that MSR team engages in meaningful financial conversations
with members and records these interactions.
Ensures consistent adherence to Credit Union member service
standards throughout every member-owner interaction, including
basic problem resolution.
Provides support to member service operations including new member
enrollment.
Researches and resolves members' account issues and maintains
integrity, discretion and confidentiality when handling difficult
situations concerning member accounts.
Monitors all MSR transactions to ensure that they are performed
with accuracy and minimal errors.
Assists Management to ensure that all MFC cash audits are carried
out in an efficient, timely, consistent and accurate fashion.
Assists MFC Manager to ensure that staff members appropriately
control and minimize loan and fraud losses. Verifies that all MSRs
are meeting Credit Union Balancing Standards.
Ensures that team members adhere to all Credit Union and security
policies and procedures, and communicates operational procedure
changes.
Schedules MSR operations to assure that sufficient staff coverage
is available during service hours. Assigns projects to team members
and confirms that tasks are completed.
Monitors VISA Gift and Travel card Inventory, ensuring compliance
with the guidelines for storage and distribution..
Balances vault cash daily and reconciles errors if needed. Keeps
Member Financial Center below maximum cash limits and ensures
maximum cash drawer limits are not exceeded.
Balances and audits ATM, Cash Dispensing Machine(s) and Transaction
Currency Recycler(s) according to Credit Union policy and ensures
the daily processing and management of the Night Depository.
Mentors new MSRs and assists in team members' professional
development. Evaluates progress of training and makes
recommendations to Management. Train MSR team on new
policies/procedures and changes to existing policies/procedures to
ensure comprehension.
Provides feedback to management in order to assist with hiring and
performance appraisals of MSR team and assist Management with
writing 90 day reviews and annual staff reviews for the MSR
team.
Recognizes positive behavior, achievements, and results exhibited
by employees in a fair, consistent and professional manner.
Manages the inventory of Official Check stock, Express Loan Checks
and Starter Check stock.
Other Duties and Responsibilities
Assists with other tasks and projects as assigned.
Knowledge, Skills, and Abilities
Must have excellent verbal and written English communication
skills
Strong interpersonal skills required
Previous sales experience preferred
Must have good arithmetic skills
Must have basic personal computer skills
Must have ability to understand all business processes within the
credit union
Must be detail oriented and well organized
Must be able to work in a general office environment
Must be flexible and able to shift resources and priorities as
required
Must be able to complete all assignments with minimal
supervision
Must be able to resolve member's complaints and coach others
Must have ability to work well under pressure in a goal oriented
environment
Should possess a strong commitment to providing excellent service
to Truliant's members
Physical Requirements
Frequent walking, bending, and stooping required.
Must be able to sit at a desk for moderate periods of time and use
a computer.
Must be able to do moderate lifting, such as moving or occasionally
lifting up to 20 pounds.
Education and Background
Associates Degree or greater preferred
A minimum of 2+ years related experience in the retail industry,
with financial services preferred
Supervision experience preferred
Location
Alamance Member Financial Centers - Burlington, NC 27215 US
(Primary)
Category
Customer Service
Job Type
Full-time
Keywords: Truliant Federal Credit Union, Burlington , Lead Member Service Representative - Alamance County, Other , Burlington, North Carolina
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