Back Up Lead Member Service Representative Danville

Back Up Lead Member Service Representative Danville Danville, PA 2 DAYS AGO 22583686 Summary Danville, PA In-Person $16.00 - $17.00 per Hour 1 Years Experience High school graduate or equivalency certificate (GED) No Commission 40.00 hours per week / Day Shift / Full-Time Description The Back-Up Lead MSR is responsible for assisting the Lead MSR in directing the work flows and assignments of the branch MSR team. The Back-Up Lead MSR is a problem solver, capable of researching member complaints and system discrepancies. The Back-Up Lead MSR takes over the duties of the Lead MSR in their absence. ___________________________________________________________________________________

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Deliver outstanding member service. From the moment of contact (phone, digital, or in-person) Back Up Lead MSR will be fully engaged with the member providing their undivided attention and delivering superior service. Greet and welcome members to the Credit Union in a courteous, professional, positive, and timely manner. Process member transactions accurately and efficiently. Process withdrawals, deposits, transfers, cash advances, loan payments, cashier checks, money orders, savings bond redemption, wire transfers, etc. Verify transactions. Monitor deposit and withdrawal amounts; examine documents for endorsement and negotiability. Use a high attention to detail to avoid mistakes. If an error occurs, promptly respond to the issue and work to resolve the issue in a timely manner. Provide written input and assist in the delivery of performance evaluations to employees in the branch team, be proficient in all SOPs relating to all responsibilities of a Back-up Lead MSR, schedule work assignments in a fair and consistent manner following approved work policies, and provide direction regarding member service expectations. Responsible for management of cash in the vault, ATM, and daily cash balancing. This requires detailed knowledge of the core delivery system, policies and procedures outlined in our cash SOPs. Vault access and control is the responsibility of the Back-Up Lead MSR. Ordering cash from the Federal Reserve and validating ordered and received cash will be performed on an as need basis. Perform any other duties as assigned by supervisor. ___________________________________________________________________________________

PERFORMANCE MEASUREMENTS

Core System transaction competency. Back-up Lead MSRs will be proficient in all Core system transactions enabling them to provide solutions to all member transaction requests. This competency will be evaluated annually as part of the performance evaluation process. Executing the transaction correctly the first time will be the performance metric, along with over / short and voids. Policy / Procedure/ Regulatory Knowledge. Lead MSRs will understand and uphold all policies and procedures related to the business they conduct. Lead MSRs will know and uphold all regulatory requirements, including, but not limited to, BSA, Funds Availability, and Regulation Z. This competency will be evaluated annually as part of the performance evaluation process. Product / Service Knowledge. Back-Up Lead MSRs will understand and promote all of the products and services offered by MC. This includes ongoing promotions, advertised specials, and community messaging. This competency will be evaluated annually as part of the performance evaluation process.

Specifically:

Basic knowledge of products and services. Back-Up Lead MSRs will service members by opening new accounts and referring members to the Loan Officer for lending products. Basic knowledge on loan product offerings (Home Equity, 1st Mortgage, Auto Loan, Student Loan, Credit Card, Personal Loan). Back-Up Lead MSRs will assist in making the member an appointment with the Loan Officer. Basic knowledge of MC electronic product offerings for Digital Banking, BillPay, Audio Banking, and remote deposit. Specifically, ability to enroll, unlock, reset, or de-enroll on a daily basis. Demonstrate Leadership. Promote a cohesive and positive work atmosphere through the effective management of the MSR team. In conjunction with the Lead MSR, provide support and feedback to MSRs within the team, assisting with establishing goals, providing training, and other leadership duties. Confidentiality Expectations. All member information is protected on a need-to-know basis. Back-up Lead MSRs must address this requirement with full attention. Violations in this area are grounds for termination. Dependability. Accurately report time worked into the employer identified timecard system per established deadlines. Attendance and punctuality at work is critical. ___________________________________________________________________________________

QUALIFICATIONS EDUCATION/CERTIFICATION

High school diploma or equivalent GED. Associates degree preferred but not required.

REQUIRED KNOWLEDGE

Working knowledge of data processing procedures and personal computer applications 2 - 3 years prior MSR experience preferred Prior leadership experience preferred

SKILLS/ABILITIES

Excellent leadership and management skills Excellent written and verbal communication skills Excellent organizational, analytical and problem-solving abilities Able to coordinate, manage and direct others Dedicated work ethic with personal and professional integrity Ability to undertake and complete multiple tasks, meeting deadlines Strong desire to improve the lives and financial wellbeing of our diverse membership Commitment to the credit union philosophy "People Helping People" ___________________________________________________________________________________

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION TALKING

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly or quickly.

AVERAGE HEARING

Able to hear average or normal conversations and receive ordinary information.

AVERAGE VISUAL ABILITIES

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

PHYSICAL STRENGTH

Sedentary work: sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.) ___________________________________________________________________________________

WORKING CONDITIONS NONE

No hazardous or significantly unpleasant conditions (a typical office environment) __________________________________________________________________________________________________________________

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION REASONING ABILITY

Ability to deal with all members in a professional manner under any and all circumstances

MATHEMATICS ABILITY

Must be able to perform basic mathematical calculations free from errors or miscalculations

LANGUAGE ABILITY

Ability to communicate to all members in a clear and concise manner Additional Details How To Identify Potential Job Scams