Job Title: Lead Member Service Officer

Department: Branch Administration

Reports To: Assistant Branch Manager

FLSA Status: Non-Exempt

Grade: 7

Summary

The Lead Member Service Officer is responsible for assisting the team and management with department operations and goals, staff development, and training. Assists in creating an environment and culture to make members dreams come true.

Essential Duties and Responsibilities Include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their manager.

Lead Duties

• Responsible for the training and development of department staff.
• Assist in making appropriate staffing and service recommendations.
• Review and recommend process changes to increase efficiency and better serve the member
• Troubleshoot and resolve issues related to service delivery channels
• Resolve member complaints
• Act as a subject matter expert by assisting staff as needed
• Acts as backup vault coordinator which includes money orders, gift cards, ordering the cash, verifying cash received, filling teller cash orders, maintaining full vault security, cash levels and balancing vault cash and cash machines.
• Assists Branch Manager/Assistant Branch Manager to correct and minimize findings from various internal audits/reviews to maintain high compliance standards.

New Account Duties

• Complete butterflying account process
• Perform and resolve routine account-related requests, inquires, and issues
• Create leads and cases for member products and services that are unable to be resolved.
• Verify and assist with renting, maintaining, and auditing of Safe Deposit Boxes
• Complete opening and closing duties for branch
• Follows account comments, warnings, and notes
• Manage and maintain member appointment schedules and lobby traffic
• Escort vendors to appropriate department
• Process disputes
• Process wires, POA requests and IRAs
• Review and Correct any account errors

Teller Duties

• Processes and verifies cash, check, deposits, withdrawals, transfers, loan payments
• Completes end of day procedures
• Completely and accurately fill out CTRs
• Properly identify shared branching members, ensure completion of appropriate paperwork and fulfill transaction requests
• Balancing and correcting TCR machines
• Maintain vendor relationships
• Verify cash replenishments from Loomis
• Returned check review in Tranzact
• Audits: Daily work and returned checks
• NetTeller setting up and frozen account corrections
• Complete eCTR/ adding CTR transactors
• Complete SARs when needed

Loan Duties

• Complete loan application with member
• Answer routine loan-related requests and inquires
• Complete loan closing
• Complete application, approval, and loan docs for Secured Loans

Compliance and Fraud Prevention Duties

• Perform, prepare, and obtain all necessary verification and documentation for products and services
• Completely and accurately obtain and input all CIP information for new accounts.
• Properly update all necessary CIP information in the core processor for all applicants, and applicable transactions.
• Accurately perform OFAC during transactions such as but not limited to: opening new accounts; adding individuals to an account or shares; producing cashier’s checks ; initiating wires, etc.
• Accurately identify all members using RGCU approved types of identification for all transactions.
• Completely and accurately fill out CTRs and SAR for RGCU members or customers and Shared Branching guest members.
• Ensure that all accounts and transactions are reviewed for the appropriate red flags.
• Reviews transactions and sends suspicious activity to Risk Management via the compliance email group for review

Member Service

• Perform, prepare and obtain all necessary verification and documents for products and services.
• Come to work every day with a member focused, passionate, and dedicated approach.
• Approach every member situation from a caring, helpful, and openminded approach.
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier.
• Assists in any other areas as directed by the Assistant Branch Manager, Branch Manager, AVP of Branch Administration, Senior Management and/or President/CEO.
• Report all suspicious activity to the Risk Management department via the compliance group email.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Decision-Making and Judgement - Collects and evaluates all relevant information prior to making job-related decisions. Presents well-considered alternatives when making recommendations. Makes decisions in a timely manner. Communicates with all affected parties prior to implementing decisions. Maintains appropriate, professional boundaries with all peers, subordinates, supervisors, managers, vendors, and guests. Understands what appropriate, professional boundaries are and models these boundaries to others.

Teamwork - Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Education and/or Experience

Experience - 6 months to 2 years related experience

Education - 2-year college degree or completion of a specialized course of study OR 2 years related experience

Language Skills

Ability to write reports, business correspondence, and procedure manuals such as Standard Operating Manuals (SOPs). Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public. Must be able to read and write using the English language.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, amortizations, proportions, percentages, cash flow, net present values, and depreciation. Ability to apply concepts of basic algebra and arithmetic.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete and flexible variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have working knowledge of Microsoft Office products

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee must frequently lift and/or move up to 25 pounds.

Work Environment

The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. Work is performed primarily by computer at a desk.

Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.