Member Service Center Processor Position Available In Brevard, Florida

Member Service Center Processor 2.9 2.9 out of 5 stars 5340 Stadium Parkway, Viera, FL 32955 The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, ” Always improve the financial well-being of our members and make a positive difference in our community .” One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the members and recommend an appropriate credit union solution. The Member Service Center Processor is responsible for the time-critical handling of complex member requests, which includes investigating and researching member issues and handling difficult calls prior to escalation to management. The incumbent performs member-oriented telephone, fax, and electronic activities, including written letters, statement overview, check copies, refund requests, wires, debit and credit card issues, as well as online banking problems. The Member Service Center Processor conducts oneself in a professional, friendly manner with an emphasis on member education and quality of service, and assists members and supports other related branch activities. The Member Service Center Processor has no lending authority. Community Credit Union of Florida is an Equal Opportunity Employer and supports a drug-free workplace.

ESSENTIAL DUTIES

Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals as measured by the Internal Service Survey. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines. Responsible for accurately completing daily task activities and entering data in a timely manner. Processes interdepartmental Helpdesk requests that have been escalated due to the complexity and time-sensitive manner of the situation, including but not limited to escalated fee refund requests, complicated online banking issues, debit/credit card issues, and other situations that involve research and investigation for members unable to access their funds. Handles member requests for written verification letters, statements, check copies, etc., and processes outgoing wires that must be sent within hours of the request being received by the CU. Handles difficult member situations prior to management getting involved. Assists members with the selection of various accounts, products, and financial services available from the credit union and ensures an emphasis is placed on quality of service and member education. Interview members to determine whether they meet the criteria for the products or services requested, establish proper identification, and the need and extent of reference investigation. Performs the following activities as needed or required: assists members, updates member information and verifies identity, performs funds transfers, places check orders, performs various loan and teller transactions, completes fraud claims, and maintains files. Drives sales through various eBranch channels, including the website, email, bill pay, online banking, phone, and mobile devices. Assists and supports members in conducting all banking transactions electronically through strong written and verbal communication. Research and resolve account-related inquiries submitted through email, home banking, secure messaging, chat, LSI tickets, and any other channels related to electronic delivery. Assists members with troubleshooting time-sensitive computer and/or mobile issues within online banking and our website. Adheres to security controls, policies, and procedures to aid in the detection and prevention of fraud, theft, robberies, threats of violence, fires, accidents, and facility safety. Maintains ongoing communication with supervisors, informing the individual of all pertinent problems, irregularities, new developments, changes, and other important information within the department. Continuously takes the initiative to learn all aspects of online products and service features to better serve the members. Collects pertinent information of potential members to determine whether they meet the membership criteria to comply with the Bank Secrecy Act/USA Patriot Act Customer Identification Program. Prepare all documents and items pertaining to accounts and processes according to policies and procedures. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations. Performs other related duties as assigned and works on special projects as assigned.

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open, non-confined office-type setting that is clean and comfortable, where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, and drafts. 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 accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), walking, standing and reaching. The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, computer terminal, personal computer, and related printers.

MENTAL DEMANDS

The incumbent in this position must be able to read documents or instruments, perform detailed work and problem solve; possess excellent member contact and verbal and written communication skills; have strong math and analytical reasoning skills; and the ability to effectively handle stress, multiple concurrent tasks, and constant interruptions.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines. High school diploma or general education degree (GED); or up to four (4) years’ related experience and/or training; or the equivalent combination of education and experience as a Customer Service Representative (CSR) in a financial institution. Work-related experience should consist of exceptional customer service and a sales background. Educational experience, through in-house training sessions, formal school, or financial industry-related curriculum, should be business or financial industry-related. Possesses a thorough knowledge of credit union policies, rates, and the documents and disclosures necessary to ensure compliance and consistency with current regulations. Intermediate experience and understanding of third-party financial software offered through the vendor (Digital Insight) are necessary to educate and assist the members. Intermediate experience and knowledge of operational activities, terminology, products and services, related state and federal compliance regulations, and operational policies. Intermediate skills in computer terminal and personal computer operation, word processing, spreadsheet, and software programs. Intermediate typing skills to meet the production needs of the position. Basic math skills, calculating interest and balance accounts, add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and locating routine mathematical errors. Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write letters of correspondence, and communicate clearly to members and employees. Effective organizational and time management skills, with ability to multi-task and the ability to work with close supervision while performing duties. The ability to handle simple problems in nature requires some analysis or research to determine the best solution. The incumbent must be able to perform in this position safely, without endangering the health or safety of the individual or others.