Member Service Specialist - Austin, United States - Capitol Credit Union

Description

Branch Located at Ben White and Congress, Shift can change depending on staffing and volume = approximately 8 hours per day between the hours of 7:45am - 6:15 pm, Monday - Friday with 1 hour lunch break, unless arrangements have been made; Rotating Saturday from 8:45 am - 2:15 pm.

As a Member Experience Specialist, you help create the highest level of member service by building lasting relationships with Credit Union members, and co-workers through an environment of Courtesy and Respect and helping each other succeed.

This position's core responsibilities include serving our members with excellence and delivering great member value, as well as accurately and efficiently processing various financial transactions; asking for business and acquiring new members through account servicing; promotes products and services to meet members' needs; and achieves sales and referral goals.

A Member Experience Specialist must be active in branch success, including sales success, accountability, detail orientation, problem solving, effective communication, teamwork, and initiative.

• Routinely performs with a high degree of accuracy when processing a variety of financial transactions for members in a prompt, efficient manner in accordance with Credit Union and regulatory compliance guidelines to include, but not limited to, deposits; withdrawals; transfers; check cashing; loan payments; cash advances; and gift, travel, reloadable card purchases.
• Maintains a satisfactory balancing record by ensuring a balanced teller drawer and exercising necessary due diligence to prevent monetary losses and errors.
• Identifies and prevents fraudulent transactions by routinely reading for fraud alerts; reviewing and inspecting each check, money order, draft, and other negotiable instruments; verifying member identity and signature; reviewing the member's account history for suspicious activity and comments; and placing the appropriate hold on checks to avoid nonsufficient funds and/or return checks.
• Opens and maintenances accounts to include share, checking, money markets, or business accounts, certificate of deposits, IRA's, and safe deposit boxes. Adheres to account opening guidelines by collecting required documents and completing all required forms correctly to ensure accuracy and a great member experience.
• Provides member service support by responding to member questions and/or account inquires by providing courteous, prompt, and accurate account information to include effectively resolving member complaints or issues; directing the members to the appropriate person; or referring escalated matters along with recommendations to the to appropriate department manager.
• Recognizes the value of extraordinary customer service by educating members on our products and services which include guiding members to use digital services and remote delivery options. Must be tech savvy using tools such as tablets, barcode scanners, smart phones, laptops, and kiosk stands.
• Continuous review of processes for the most efficient and innovative ways to serve our members with excellence and delivering great member value. Question everything we do to make it better.
• Participates in business development activities to generate additional business to include, but not limited to, making outbound calls, attending Capitol CU events, conducting financial literacy presentations, or attending community events.
• Open and honest communication with Grace and Forgiveness for each other.
• Other duties as assigned.

• 12 years financial institution experience or retail sales and/or customer service experience, preferred.

• Knowledge of various financial transactions, negotiable instruments, and deposit products and policies. Intermediate knowledge in various loan products and ancillary products.
• Strong knowledge of the Credit Union's online, mobile and Internet banking solutions products, process, and policies.
• Proficient knowledge of applicable Federal regulations including BSA/AML, Customer Due Diligence, Regulation E., Regulation CC.
• Proficient mathematical skills to include accurately count money, add, subtract, multiply, divide, and intermediate knowledge of reconciling draft accounts.
• Skilled in interpersonal and communication skills (both written and oral) when working with members or coworkers on accounts.
• Must have the ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships.
• Must have the ability to work independently and in a teamwork environment.
• Must have strong desire to work with members in a facetoface environment while providing excellent member service daily.
• Strong detail orientatio