MSR II (Senior) - Branch

Job DetailsJob Location: Golden Key - El Paso, TX 79925Position Type: Full TimeJob Shift: DayOur Company 

At Raiz FCU, we share a passion for knowledge and the pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you.  At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion. 

Job Overview

This role reports to branch management and is responsible for handling member interaction and transactions in the branch. Provides guidance and answers questions related to credit unions and all other related services. This role requires someone analytical, inquisitive, and enthusiastic about providing world-class service to members through our products and services, creating a positive member experience.  Subject Matter Expert (SME) knowledgeable who is educated on all services provided.  This role will use leadership and communication skills, along with providing guidance and training to team members.  Will support other team members in resolving issues while maintaining a professional demeanor.  Identifies operational issues and suggests possible improvements. The role will be a resource to Member Service Representatives needing guidance in resolving complex and/or escalated issues.  Attends required training and demonstrates a willingness to keep learning.  Will support cross-selling efforts.  

You will be an empowering mentor that is a:


A trusted expert
A natural communicator
A champion for our members and the community
A guide through the moments that matter the most to our members


Position Details:

Non-Exempt (Hourly)

Hours: Monday through Friday, occasional Saturdays

Pay Range:

$19.31-$28.96

 
QualificationsSkills and Experience


Education - High school degree or equivalent, college hours preferred.
A minimum of three to five years credit union and/or banking experience.  Two years of sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services.
Completion of specialized Raiz certification such as FIcEP, CCUFC certification and/or equivalate experience in a similar role
Subject matter expert (SME)
Critical thinking and problem-solving skills
Demonstrated leadership and interpersonal abilities
Understanding of financial industry concepts, related laws, and regulations
Must have good communication, conflict management, and interpersonal skills
Detail-oriented, and able to multi-task
Proficient in Microsoft Office and web-based applications


Role Description and Essential Duties


Assist branch supervisor, to ensure that support and training is provided to all our team members.
Planning, assigning, directing work, resolve problems and address member complaints and/or concerns, will be of top priority
Knowledgeable in all MSR duties
Responsible for assisting the branch supervisor in daily tasks
Responsible for quality of member service through teaching, motivating, coaching and developing the branch team to offer personalized products to our members based on their financial needs. 
Assist in Developing strong leaders by acclimation and success of new and tenured team members.
Provides guidance and answers questions related to credit union’s products and services
Demonstrates knowledge in RAIZ products and services
 Actively listening to our members to identify their needs to provide personalized products to members and solves problems.
Assist in establishing new membership, maintenance accounts, open IRA’s, Business Accounts, and Certificate of Deposit.
Knowledgeable expert who is educated on all services provided by credit union  
Attends required training and demonstrates a willingness to keep learning.
 Will be a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance.
The ability to work well with others in every situation and empathizes with branch team.
A natural communicator who builds a positive environment alongside branch supervisor, to achieve uniformity and an inclusive culture.
A natural communicator who is able to help others understand complex topics.
Must be able to handle and deescalate challenging situations while maintaining a professional demeanor
Initiate and lead conversations to identify member needs
An expert focused on gathering additional data, where coaching opportunities exist, to improve the overall member experience. 
Experience in member service operations, including a comprehensive understanding of member needs, expectations, and effective strategies in order to exceed their financial goals
Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller. 
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