Member Services Specialist, Duke Credit Union

 

Member Services Specialist

 

1. Objectives:

 

To receive members on the telephone or in person at any branch and handle the transactions requested or direct them to the proper person.  To ensure that all requests for services by members are processed in a timely manner in accordance with policies and procedures. 

 

Performs duties at the MSS desk, Teller Line, and Greeter Station as deemed appropriate by Management.  This position also performs duties in the Operations department.

 

To provide accurate and detailed information to credit union members concerning credit union services and policies to include shares, share drafts, certificates, IRA's, loans, VISA, ATM, ACH, wires, payroll deductions, and electronic services.

 

To operate and maintain a working knowledge of the data processing system as it relates to the daily operations of the credit union.  This includes the ability to enter all transactions, deposits, withdrawals, loans and maintain accounts. 

 

To represent the credit union to members in a warm, courteous, and professional manner.  Adheres to expectations as outlined in the Credit Union Service Standards.

 

1. Reporting Relationships:

 

A.        Reports to:      Financial Services Supervisor (front office MSS)

Operations Supervisor (back office MSS)

 

B.        Directs:           None

 

III.       Responsibilities and Authorities

 

1. Receive members via telephone or in person, determine the nature of the member's business and either transact the member's request or refer member to appropriate staff member.

 

1. Responsible for handling changes in name, address, and other pertinent information.

 

1. Responsible for marketing credit union services by cross selling.

 

1. Responsible for handling payroll request.  Includes stops, starts, or changes on payroll deduction amounts or payroll distributions.

 

1. Process stop payment requests, order checks, and provides copies of statements that are in the optical system.

 

1. Responsible for processing share secured loans and share covered VISA’s.

 

1. Responsible for quoting accurate loan pay-off information.

 

1. Responsible for opening and closing share and share draft accounts.  Must know the required procedures for opening and closing certificates of deposits and IRA accounts.

 

1. Identify, research, and resolve member issues.  Follow-up on member inquiries not immediately resolved.

 

1. Respond to member emails in a timely and professional manner.

 

1. Balancing, emptying, filling, and daily maintenance of Coin Machine.

 

1. Responsible for maintaining and balancing a cash drawer daily and for cashing share drafts or checks.

 

1. Receives cash and checks from members and is responsible for funds being deposited correctly and accurately to member accounts.  Receives requests for transferring funds from one account to another and is responsible for funds being correctly and accurately transferred.

 

1. Responsible for processing incoming and outgoing mail transactions.

 

• Assist at the Greeter Station when needed.

 

1. Maintain strict adherence and consistency to procedures regarding safe deposit boxes.

 

1. Create Debit/ATM/Credit Cards and balance card machine at the end of each business day.

 

1. Process and balance Automatic Teller Machine (ATM) daily deposit pulls and Audio Response requests.  Monitor ATM portal.

 

1. Process fraud center detail report emails and CAM alerts.  Assist with debit/credit card maintenance.  Update travel notices through Powerlink.

 

1. Performs other duties as may be required or requested by the Supervisor.

 

Member Services Specialist

 

 

Education:                              High School diploma or equivalency required. Business or technical training desired. 

 

Experience:                             One-year financial institution experience desired.  Preference will be given to applicants with credit union experience.

 

Job Knowledge:                      Must have complete knowledge of credit union policies and