Member Financial Center Coordinator - Alamance County
Full Time
Burlington, NC 27215
Posted
Job description
Job Description:
Purpose of the Job
The Member Service Representative (MSR) Coordinator is responsible for overseeing day-to-day MSR operations to assure consistency with established goals, service standards, policies, team development, and MSR coaching. The MSR Coordinator must have thorough knowledge of all Credit Union deposit and loan products as well as all policies and procedures. This individual 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 MSR Coordinator must provide day to day leadership and supervision of the MSR team.
Essential Functions and Responsibilities
- Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including ownership of member problem resolution. Follows up on surveys as required.
- Researches and resolves members’ account issues and maintains integrity, discretion and confidentiality when handling difficult situations concerning member’s accounts.
- Monitors 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.
- Serves as a leader in managing risk; accountable for alignment with applicable regulations, policy and procedure requirements, audit and escalation procedures.
- Ensures that team members adhere to all Credit Union and security policies and procedures, and communicates operational procedure changes.
- Coaches the team and serve as a role model by providing excellent customer service including engaging member in conversations and building relationships with them.
- Recognizes positive behavior, achievements, and results exhibited by employees in a fair, consistent and professional manner.
- Leads the team to ensure members are informed of the ways Truliant can help them succeed financially, by making introductions to Truliant partners and educating members on banking channels including digital. Creates accountability for ensuring these interactions are high quality.
- Manages the scheduling of daily operations to assure that sufficient staff coverage is available during service hours. Assigns and schedules projects to team members and confirms that they are completed.
- Serves members as needed and perform all standard MSR duties.
- 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. Trains 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 assists Management with writing 90 day reviews and annual staff reviews for the MSR team.
- Manages the inventory of branch supplies
- Helps MSR team implement the MFC’s growth plan.
Advanced Functions and Responsibilities
- Embodies Truliant’s corporate identity in spirit, mission, values, and ethics and inspires others to do the same.
- Provides leadership and structure for the MFC team allowing for smooth overall operation.
- Demonstrates professional maturity and mentors staff members who are developing this skill set.
- Shows consistent good judgment in decision making and provides appropriate leadership to the MFC in the absence of the MFC Manager.
- Generates new consumer and business development opportunities and drives branch performance, including outside business development.
- Viewed as a leader amongst peers due to their willingness and ability to assist other Coordinators and Managers in executing proper procedures and sharing best practices.
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
- Leadership skills required, including the ability to build, develop, and motivate a diverse team of colleagues
- Must possess a strong commitment to providing internal and external member service while actively listening and responding in a manner consistent with the Vital Basics
- Must have ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
- Must have ability to independently work under pressure, meet deadlines, exercise independent judgment, and use critical thinking skills
- Must have ability to lead a team to influence, educate, and connect customers to technology and support team members in their use of all internal technology
- Must have excellent verbal and written communication skills, in English
- Must be detail oriented and well organized
- Must be flexible and able to shift resources and priorities as required
- 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
- Must have customer service, operations, or financial services management experience within a high volume, fast-paced and constantly changing environment
- Cash handling experience required
- 2+ years of experience required assessing and meeting the needs of members and helping with issue resolution
- 2+ years of supervision experience preferred
- Experience required working with others on a team to meet member needs
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