POSITION DESCRIPTION

POSITION TITLE: Lead Member Service Representative (MSR)

LOCATION: Bloomsburg

CLASSIFICATION: Full Time, Non-Exempt

REPORTING RELATIONSHIPS

POSITION REPORTS TO:  Branch Manager

POSITIONS SUPERVISED: Branch MSRs

POSITION PURPOSE

The Lead MSR is responsible for the scheduling, training, and directing the workflows and assignments of the branch MSR team. The Lead MSR is a problem solver, capable of researching member complaints and system discrepancies.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Process transactions for members, including but not limited to, cash withdrawals, deposits, transfers, account opening, account maintenance, wires, and card maintenance requests.

• Provide written input and assist in the delivery of performance evaluations to employees in the branch MSR team.

• Be proficient in all responsibilities of an MSR. Lead by example through providing exceptional member service and participating in credit union sponsored activities and promotions.

• Schedule work assignments in a fair and consistent manner following approved work policies.

• Responsible for management of cash in the vault, ATM, and daily cash balancing.

• Ordering cash from the Federal Reserve and validating ordered and received cash will be performed as needed.

• On a periodic basis the Lead MSR will participate in audit cash counts.

• Subject Matter Expert in all processes relating to SOPs, core system functionality, policies, and appropriate regulations and laws relating to financial institutions.

• Perform any other duties as assigned.

PERFORMANCE MEASUREMENTS

1. Core System transaction competency. 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.
2. 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.
3. Product / Service Knowledge. 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. 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, 1^st Mortgage, Auto Loan, Student Loan, Credit Card, Personal Loan). 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.
4. Demonstrate Leadership. Promote a cohesive and positive work atmosphere through the effective management of the MSR team. Provide support and feedback to MSRs within the team, assisting with establishing goals, providing training, completing performance evaluations, and other leadership duties.
5. Confidentiality Expectations. All member information is protected on a need-to-know basis. Lead MSRs must address this requirement with full attention. Violations in this area are grounds for termination.
6. 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 or teller experience
• 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
• Experience with Microsoft Office Suite
• Strong desire to improve the lives and financial wellbeing of our diverse membership
• Commitment to the credit union philosophy of “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

BENEFITS*:

• Comprehensive health, dental and vision benefits within thirty days
• Employee Assistance Program
• STD/LTD/Life Insurance
• Profit Sharing/401K with company match
• Paid sick time, paid family sick time
• Paid holidays
• Paid vacation
• In-house training sessions

*Part-time employees may not be eligible for all benefits

POSITION DESCRIPTION

POSITION TITLE: Backup Lead Member Service Representative (MSR)

LOCATION: Lewisburg 

CLASSIFICATION: Full Time, Non-Exempt

REPORTING RELATIONSHIPS

POSITION REPORTS TO:  Lead MSR

POSITIONS SUPERVISED: Branch MSRs

POSITION PURPOSE

The Backup Lead MSR is responsible for assisting the Lead MSR in directing the work flows and assignments of the branch MSR team. The Backup Lead MSR is a problem solver, capable of researching member complaints and system discrepancies. The Backup 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) 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 Backup 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 Backup 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

1. Core System transaction competency. Backup 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.
2. 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.
3. Product / Service Knowledge. Backup 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. Backup 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, 1^st Mortgage, Auto Loan, Student Loan, Credit Card, Personal Loan). Backup 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.
4. 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.
5. Confidentiality Expectations. All member information is protected on a need-to-know basis. Backup Lead MSRs must address this requirement with full attention. Violations in this area are grounds for termination.
6. 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 or teller experience
• 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

BENEFITS*:

• Comprehensive health, dental and vision benefits within thirty days
• Employee Assistance Program
• STD/LTD/Life Insurance
• Profit Sharing/401K with company match
• Paid sick time, paid family sick time
• Paid holidays
• Paid vacation
• In-house training sessions

*Part-time employees may not be eligible for all benefits

POSITION DESCRIPTION

POSITION TITLE: Backup Lead Member Service Representative (MSR)

LOCATION: Mount Carmel 

CLASSIFICATION: Full Time, Non-Exempt

REPORTING RELATIONSHIPS

POSITION REPORTS TO:  Lead MSR

POSITIONS SUPERVISED: Branch MSRs

POSITION PURPOSE

The Backup Lead MSR is responsible for assisting the Lead MSR in directing the work flows and assignments of the branch MSR team. The Backup Lead MSR is a problem solver, capable of researching member complaints and system discrepancies. The Backup 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) 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 Backup 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 Backup 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

1. Core System transaction competency. Backup 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.
2. 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.
3. Product / Service Knowledge. Backup 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. Backup 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, 1^st Mortgage, Auto Loan, Student Loan, Credit Card, Personal Loan). Backup 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.
4. 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.
5. Confidentiality Expectations. All member information is protected on a need-to-know basis. Backup Lead MSRs must address this requirement with full attention. Violations in this area are grounds for termination.
6. 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 or teller experience
• 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

BENEFITS*:

• Comprehensive health, dental and vision benefits within thirty days
• Employee Assistance Program
• STD/LTD/Life Insurance
• Profit Sharing/401K with company match
• Paid sick time, paid family sick time
• Paid holidays
• Paid vacation
• In-house training sessions

*Part-time employees may not be eligible for all benefits

POSITION DESCRIPTION

POSITION TITLE: Floating Member Services Representative (MSR)

LOCATION: Lewisburg

CLASSIFICATION: Full Time, Non-Exempt

REPORTING RELATIONSHIPS

POSITION REPORTS TO:  Lead MSR

POSITIONS SUPERVISED: None

POSITION PURPOSE

The Member Service Representative (MSR) is a primary service delivery employee focused on delivering solutions to potential and existing members in a positive and professional manner. The MSR will perform a wide range of transactional duties to serve the member by receiving or paying out funds with high accuracy. This role demands a high level of focus in three areas: attention to detail, technical expertise, and engaged and courteous service.  Floating MSRs will be assigned to a home branch (Lewisburg, Danville, Mount Carmel, or Bloomsburg) and asked to travel between branches as necessary to meet business needs.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Deliver outstanding member service. From the moment of contact (phone, digital, or in-person) 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. 
• Perform account openings and maintenance as needed. Order credit union products for members as requested. Recommend products and services to help improve members’ financial wellbeing. 
• Maintain privacy of member’s account information 
• Assist members by answering questions. Actively listen and collect data to ensure member satisfaction. 
• Actively participate in Credit Union events and volunteering/fundraising opportunities 
• Accurately balance cash drawer at end of each shift.   
• Maintain an up-to-date and comprehensive knowledge on all Credit Union products and services; as well as knowledge of all related policies, procedures, and regulations.  
• Demonstrate a willingness to travel between assigned locations to help the team. Arrive at the assigned location on time with a professional appearance.  
• Have a positive, respectful attitude with all members, staff, and management personnel. Communicate effectively with team members and management. 
• Exemplify qualities such as honesty, integrity, willingness to learn, and accountability. 
• Perform other duties as assigned.  

PERFORMANCE MEASUREMENTS

1. Core System Competency. MSRs will be proficient in all Core system transactions enabling them to complete all member transaction requests. MSRs are expected to complete transactions efficiently and accurately. Voids, drawer differences, and other mistakes will be considered during evaluations. This competency will be evaluated annually as part of the performance evaluation process.
2. Policy, Procedure & Regulatory Knowledge. MSRs will understand and uphold all policy and procedures related to the business they conduct. MSRs will understand all Credit Union compliance procedures. Specifically, BSA, Funds Availability Policy, Reg Z, etc. This competency will be evaluated annually as part of the performance evaluation process.
3. Product & Service Knowledge. MSRs will understand and promote all products and services offered by MC. This includes ongoing promotions, advertised specials, and community messaging. MSRs will assist members with the utilization of all products and services, as requested. This competency will be evaluated annually as part of the performance evaluation process. 
4. Computer Literacy. MSRs will be proficient in all online and core systems. The basics of Microsoft Office are a requirement of this position. MSRs will check and respond, in a timely manner, to all email as part of their assigned responsibilities. Email is the designated corporate communication tool, and the expectation is that it is managed daily.
5. Communication Expectations. MSRs will maintain open and honest communication with members, staff, and Credit Union management. Communication tools and Credit Union technology will be used for business purposes only and in a respectful manner. This expectation will be evaluated annually as part of the performance evaluation process.
6. Confidentiality Expectations. All member information is protected on a need-to-know basis. MSRs must address this requirement with full attention. Violations in this area are grounds for termination. 
7. Functional Duties. MSRs will open and close the computer terminal, account for assigned cash and transactions, balance to the terminal teller report, and assist with branch operations daily. 
8. Integrity. MSRs will accurately report time worked into the employer identified timecard system per established deadlines. Attendance and punctuality at work is critical.
9. Community Events. MSRs will participate in a minimum of two (2) Credit Union endorsed community volunteer events. This participation will be evaluated annually as part of the performance evaluation process.
10. Other Duties. MSRs will perform other duties as assigned.  

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school diploma or equivalent.

REQUIRED KNOWLEDGE: Financial Services experience is preferred but not required

EXPERIENCE REQUIRED: Financial Services experience is preferred but not required

SKILLS/ABILITIES:

• Customer service skills 
• Accurate cash handling 
• Excellent written and verbal communication skills 
• Excellent organizational and problem-solving abilities 
• Microsoft Office Suite experience 
• Dedicated work ethic with personal and professional integrity 
• Ability to undertake and complete multiple tasks while meeting deadlines 
• Strong desire to improve the lives and financial wellbeing of our diverse membership 
• Commitment to the Credit Union philosophy of “People Helping People”. 
• General office equipment skills  

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

BENEFITS*:

• Comprehensive health, dental and vision benefits within thirty days
• Employee Assistance Program
• STD/LTD/Life Insurance
• Profit Sharing/401K with company match
• Paid sick time, paid family sick time
• Paid holidays
• Paid vacation
• In-house training sessions

*Part-time employees may not be eligible for all benefits

POSITION DESCRIPTION

POSITION TITLE: Member Services Representative (MSR)

LOCATION: Mount Carmel

CLASSIFICATION: Part Time, Non-Exempt

REPORTING RELATIONSHIPS

POSITION REPORTS TO:  Lead MSR

POSITIONS SUPERVISED: None

POSITION PURPOSE

The Member Service Representative (MSR) is a primary service delivery employee focused on delivering solutions to potential and existing members in a positive and professional manner. The MSR will perform a wide range of transactional duties to serve the member by receiving or paying out funds with high accuracy. This role demands a high level of focus in three areas: attention to detail, technical expertise, and engaged and courteous service.  Floating MSRs will be assigned to a home branch (Lewisburg, Danville, Mount Carmel, or Bloomsburg) and asked to travel between branches as necessary to meet business needs.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Deliver outstanding member service. From the moment of contact (phone, digital, or in-person) 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. 
• Perform account openings and maintenance as needed. Order credit union products for members as requested. Recommend products and services to help improve members’ financial wellbeing. 
• Maintain privacy of member’s account information 
• Assist members by answering questions. Actively listen and collect data to ensure member satisfaction. 
• Actively participate in Credit Union events and volunteering/fundraising opportunities 
• Accurately balance cash drawer at end of each shift.   
• Maintain an up-to-date and comprehensive knowledge on all Credit Union products and services; as well as knowledge of all related policies, procedures, and regulations.  
• Demonstrate a willingness to travel between assigned locations to help the team. Arrive at the assigned location on time with a professional appearance.  
• Have a positive, respectful attitude with all members, staff, and management personnel. Communicate effectively with team members and management. 
• Exemplify qualities such as honesty, integrity, willingness to learn, and accountability. 
• Perform other duties as assigned.  

PERFORMANCE MEASUREMENTS

1. Core System Competency. MSRs will be proficient in all Core system transactions enabling them to complete all member transaction requests. MSRs are expected to complete transactions efficiently and accurately. Voids, drawer differences, and other mistakes will be considered during evaluations. This competency will be evaluated annually as part of the performance evaluation process.
2. Policy, Procedure & Regulatory Knowledge. MSRs will understand and uphold all policy and procedures related to the business they conduct. MSRs will understand all Credit Union compliance procedures. Specifically, BSA, Funds Availability Policy, Reg Z, etc. This competency will be evaluated annually as part of the performance evaluation process.
3. Product & Service Knowledge. MSRs will understand and promote all products and services offered by MC. This includes ongoing promotions, advertised specials, and community messaging. MSRs will assist members with the utilization of all products and services, as requested. This competency will be evaluated annually as part of the performance evaluation process. 
4. Computer Literacy. MSRs will be proficient in all online and core systems. The basics of Microsoft Office are a requirement of this position. MSRs will check and respond, in a timely manner, to all email as part of their assigned responsibilities. Email is the designated corporate communication tool, and the expectation is that it is managed daily.
5. Communication Expectations. MSRs will maintain open and honest communication with members, staff, and Credit Union management. Communication tools and Credit Union technology will be used for business purposes only and in a respectful manner. This expectation will be evaluated annually as part of the performance evaluation process.
6. Confidentiality Expectations. All member information is protected on a need-to-know basis. MSRs must address this requirement with full attention. Violations in this area are grounds for termination. 
7. Functional Duties. MSRs will open and close the computer terminal, account for assigned cash and transactions, balance to the terminal teller report, and assist with branch operations daily. 
8. Integrity. MSRs will accurately report time worked into the employer identified timecard system per established deadlines. Attendance and punctuality at work is critical.
9. Community Events. MSRs will participate in a minimum of two (2) Credit Union endorsed community volunteer events. This participation will be evaluated annually as part of the performance evaluation process.
10. Other Duties. MSRs will perform other duties as assigned.  

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school diploma or equivalent.

REQUIRED KNOWLEDGE: Financial Services experience is preferred but not required

EXPERIENCE REQUIRED: Financial Services experience is preferred but not required

SKILLS/ABILITIES:

• Customer service skills 
• Accurate cash handling 
• Excellent written and verbal communication skills 
• Excellent organizational and problem-solving abilities 
• Microsoft Office Suite experience 
• Dedicated work ethic with personal and professional integrity 
• Ability to undertake and complete multiple tasks while meeting deadlines 
• Strong desire to improve the lives and financial wellbeing of our diverse membership 
• Commitment to the Credit Union philosophy of “People Helping People”. 
• General office equipment skills  

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

BENEFITS*:

• Comprehensive health, dental and vision benefits within thirty days
• Employee Assistance Program
• STD/LTD/Life Insurance
• Profit Sharing/401K with company match
• Paid sick time, paid family sick time
• Paid holidays
• Paid vacation
• In-house training sessions

*Part-time employees may not be eligible for all benefits