Sr. EB Fulfillment Officer

Assists to Security Service members, potential members and non-members via email, secure messaging, telephone, fax, or mail following the Member Contact Center standards. Independently processes a variety of transactions and inquiries in accordance with policies and procedures. Services account maintenance and fulfillment of electronic, mailed, and phone requested account requests. Also services and corresponds with members in a professional and timely manner via electronic and written means. Process member transactions/requests in a proficient, timely, and accurate manner within all applicable processes/procedures while following all established procedures, guidelines, and applicable regulations. Assists in coaching and providing feedback to MCC representatives and EB team members as necessary. Resolves complex account issues and inquires to include balancing and/or researching general ledger accounts. Works with other departments to ensure member satisfaction is met in a timely, efficient, and accurate manner. Engages and participates in a teamwork environment to ensure all departmental goals, leading to the overall attainment of credit union goals, are achieved. Demonstrates a positive professional and business owner mentality. Displays confidence and decision making abilities. Shows empowerment by identifying member needs and utilizing resources to find sensible solutions that assist our membership. Approves transactions, performs overrides, approves fee reversals, and grants other exceptions to policy and procedures as appropriate. Completes any other job related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Values. Qualifications High school diploma or equivalent. Must complete Products and Services training, Initial Skills Training, Lendline / Loan training, Credit Cards, Electronic Bill Pay, Truth in Savings, Bank Secrecy Act, and other module training as prescribed by the MCC Career Path certification program. Business writing skills, Telephone Skills, and Supervisor Skills training seminars as prescribed by the MCC Career Path certification program. Successful completion of appropriate Member Contact Center Career Path Test or 7 years’ experience in a call center or financial institution or comparable experience in cash handling, customer service, or sales. High level of interpersonal skills, including excellent verbal communication skills, excellent writing skills, and excellent telephone communication skills. Problem solving ability. Able to operate a personal computer and good knowledge of Word, Excel, and Internet. Attention to detail and ability to correspond to requests in a timely manner. Able to function with little or no supervision.