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Lead Member Service Representative - Alamance County

Company: Truliant Federal Credit Union
Location: Burlington
Posted on: March 19, 2023

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 sound understanding of standard concepts, practices, procedures, regulations and compliance requirements within the financial services environment
      • 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
            • Must be able to stand for moderate periods of time.
            • 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
              • High School Diploma or equivalent required
              • Associates Degree or greater preferred
              • A minimum of 2+ years related experience in the retail industry, with financial services preferred
              • Supervision experience preferred


                Alamance Member Financial Centers - Burlington, NC 27215 US (Primary)


                Customer Service

                Job Type


Keywords: Truliant Federal Credit Union, Burlington , Lead Member Service Representative - Alamance County, Sales , Burlington, North Carolina

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