POSITION PURPOSE

This position has shared daily, monthly, quarterly, annual, and periodic responsibilities.  The accounting clerk must follow detailed and standardized procedures in performing routine accounting clerical operations.  Assist with a variety of duties related to the accounting function within the credit union. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Review daily cash transactions and balances. Journalize all necessary transactions, ensuring everything is in balance; research and resolve discrepancies.
• Provide accurate and timely reconciliation of assigned general ledger accounts and corporate account statements.
• Assist with monthly closings and financial reporting.
• Prepare, pay, and file all accounts payable after receiving proper authorization. Research and resolve any discrepancies, and process stop payments as needed.
• Process accounts receivable checks when received.
• Process ACH (automated clearing house)/EFT (electronic funds transfers). Verify the accuracy of postings and resolve any discrepancies.  Record and balance all unprocessed/exception items.  Assist in solving member issues or questions on EFT/ACH and process corrections, stop payments, and disputes as needed.
• Process share drafts and handles encoding errors, late returns, and other exceptions.
• Process wire transfers.
• Participate in and support departmental exams, audits, and special projects
• Assist with annual review, testing, and updating of the departmental procedures and assist with development of new procedures as needed.
• Provide back office/accounting support to all departments
• Perform other job-related duties as assigned

PERFORMANCE MEASUREMENTS

• Policies, goals, and procedures are established which further the strategic plans and objectives supporting the mission and vision of the Board of Directors of MC Federal Credit Union.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS

EDUCATION/CERTIFICATION: 

• Associate degree in business preferred or equivalent experience in financial industry.

REQUIRED KNOWLEDGE:

• Strong knowledge of financial services required.

• Working knowledge of data processing procedures and personal computer applications with strong Excel or other spreadsheet skills preferred.

EXPERIENCE REQUIRED:

• Two or more years of financial service experience and/or accounting required.

SKILLS/ABILITIES:

• Excellent written and verbal communication skills
• Excellent organizational, analytical, and problem-solving abilities
• Dedicated work ethic with personal and professional integrity
• Good time management skills, with the ability to undertake and complete multiple tasks, meeting deadlines associated with the job duties.
• Strong desire to improve the lives and financial wellbeing of our diverse membership
• Commitment to the credit union philosophy

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, 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.)

DEXTERITY: Ability to manipulate keyboards, number pads, and other financial business machines.

WORKING CONDITIONS

Work is normally accomplished in a temperature and humidity-controlled office environment. Occasional exposure to outdoor weather conditions may be required.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: 

• Ability to handle multiple complex issues and problems simultaneously

MATHEMATICS ABILITY: 

• Ability to perform basic mathematical calculations

LANGUAGE ABILITY: 

• Skillful in written and verbal communication

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 PURPOSE

Ensure that the credit and collection policies and procedures of the Credit Union best serve the organization and its members. Performs collection duties personally or through subordinates and/or vendors. Oversee collections staff and provide leadership and guidance. Ensure strict compliance with State and Federal credit and collection rules and regulations in all collection practices. This position is supervised by the Chief Lending Officer.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Ensure that credit and collection policies, procedures, practices, and documentation meet federal and state regulations.
• Assign, monitor, and supervise the workload in the Member Resolutions Department via staff and vendor management to ensure the smooth and efficient flow of work.
• Ensure a courteous and considerate interface with members.
• Train member resolution staff
• Plan, assign, and direct work.
• Prepare performance appraisals.
• Reward and discipline employees accordingly.
• Address complaints and resolve problems.
• On an on-going basis, communicate and monitor the requirements to vendors and staff in collections procedures to protect the credit union’s interests and to handle members courteously.
• Review collection reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures.
• Prepare payment reduction or extension requests for credit committee review.
• Assign responsibility for investigations and possible legal actions and collection for delinquent accounts and uncollected checks of members.
• Audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been taken before assigning bad debt status to account.
• Monitor accounts receiving disability payments.
• Coordinate with others — including personnel of service and system providers, credit card companies, credit bureaus, insurance companies, collateral protection agencies, and registry offices — a program, standard procedure, and process to ensure that the credit union’s risk in lending is reduced to a certainty.
• Take action to repossess, foreclose, and take possession of collateral security involved in delinquent loans.
• Conduct evaluation of collateral security and arranges for disposition.
• Represent the credit union in court concerning legal processes connected with collection, bankruptcy, and other creditor/debtor situations.
• Attend hearings concerning bankruptcy to obtain judgement on delinquent loans and present testimony on behalf of the credit union.
• Maintain files, records, and journals to provide a chronology of collection activity for every delinquent account
• Provide weekly, monthly, and quarterly reports of collection results.

SUPERVISORY RESPONSIBILITIES

This position will supervise the Member Resolution Specialists

PERFORMANCE MEASUREMENTS

• Maintain a collection program and processes that result in acceptable charge-off and delinquency ratios, as well as limited errors.
• Loss mitigation and collections practice standards are determined from time to time to reflect current market conditions.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS

EDUCATION/CERTIFICATION: 

• Bachelor’s degree from a four-year college or university (preferred)
• Related work experience may substitute for education

REQUIRED KNOWLEDGE:

• Ability to use the credit union’s computer system for input/output transactions. Such usage includes, but is not limited to, retrieval of information, reconciling data, printing out individual statements of account, inputting data, updating information, and general maintenance of the credit and collection financial and ancillary records.
• Ability to utilize core transaction system and collection software/system.
• Ability to operate standard office machines such as a personal computer, optical image/scanner, photocopier, fax machine, word processor, and such equipment normally found in a financial institution credit department.

EXPERIENCE REQUIRED:

• 3-5 years of related experience at a financial institution or equivalent combination of education, training, and experience

SKILLS/ABILITIES:

• Excellent leadership and management skills to directly supervise employees in the collection division
• 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

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, 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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

MATHEMATICS ABILITY: 

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

LANGUAGE ABILITY: 

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, Board of Directors, and individual members.
• Occasionally make formal presentations on credit to groups outside of the credit union, such as Chapter Meetings, schools, and debt counseling sessions.

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 LOCATION: Lewisburg

REQUIRED TRAVEL: Occasional travel between branches located in Lewisburg, Danville, Bloomsburg, and Mount Carmel is required.

SUMMARY AND PURPOSE

IT Support is responsible for monitoring and maintaining our computer systems, software and networking across all locations. This role requires a technical problem solver with strong communications and interpersonal skills to support our staff in their efforts to provide the best possible member service experience. Knowledge and practice of our Corporate Values is required and subject to verification. Being an active participant in our IT team and in the overall MC team is crucial.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Network and Server integrity and continuous operation, including ensuring all operational policies and procedures are followed.
• Ticket tracking and completion to ensure service levels are met.
• Communications links between all branches utilizing various IT architecture and equipment such as routers, switches, modems, firewalls, phone system and MPLS network.
• Working with vendors to implement fixes, changes, patches and updates.
• Working in Active Directory to perform tasks as necessary.
• Documenting new processes and maintaining existing documentation.
• Supporting our core Symitar software and connectivity to it by multiple vendors.
• Recommend changes to workflow, efficiencies, and quality processes.
• Hardware purchase, configuration, installation, service and support.
• Other IT related duties as assigned.

Please note this position description may not cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee in this position. Duties, responsibilities, and activities may change at any time with or without notice.

PERFORMANCE MEASUREMENTS

• Work independently, pay attention to detail, show strong initiative and be a team player.
• Be part of an on-call rotation for evening and weekend support.
• Timely responses to technological problems reported by credit union personnel.
• Self-starter, highly motivated to learn technical and professional skills.
• Ability to analyze problems and select proper corrective action.
• Ability to maintain highly confidential information.
• Working knowledge of Credit Union processes, rules and regulations or willingness to learn them.
• Strong skill in communications, organization, and time management.

QUALIFICATIONS

EDUCATION/CERTIFICATION: Degree or significant work towards a degree in Information Technology or a related field, or equivalent experience

REQUIRED KNOWLEDGE:

• Knowledge of computer technology including servers, desktops, printers, scanners and communications equipment.
• Significant knowledge of computer software including M365, Windows OS and applications like Active Directory, Adobe Acrobat, Chrome, web browsers, etc.

EXPERIENCE PREFERRED:

• Project management and vendor management
• Certifications such as A+ and Net+ or similar
• Network experience using Cisco switches

SKILLS/ABILITIES:

• Excellent written and verbal communication skills
• Excellent organizational, analytical and problem-solving abilities
• Dedicated work ethic with personal and professional integrity
• Ability to undertake and complete multiple tasks, meeting deadlines
• Desire to improve the lives and financial wellbeing of our diverse membership
• Willing to commit to the credit union philosophy of people helping people

SUPERVISORY RESPONSIBILITIES

None, this is a non-supervisory position

WORK ENVIRONMENT

The tasks for this position normally are performed in a temperature and humidity-controlled, indoor office environment. Exposure to ambient outdoor weather conditions may occur entering and exiting the workspace.

PHYSICAL DEMANDS

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 accommodations will be made when required.

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

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

The IT Support worker normally works in a temperature and humidity-controlled office environment. No hazardous or significantly unpleasant conditions (a typical office environment)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Critical thinking, problem solving and collaboration skills

MATHEMATICS ABILITY: Ability to perform basic mathematical calculations

LANGUAGE ABILITY:

• Ability to effectively communicate with all levels of the organization in a clear and concise manner
• Ability to explain IT issues in a way the business partner can understand

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

SUMMARY AND PURPOSE

The Branch Manager is responsible for overseeing the day-to-day function of the branch and must ensure implementation of policies and procedures to achieve company objectives.  The Branch Manager must coach and motivate staff to recognize and fulfill individual and Branch expectations and should meet their own individual goals and service expectations.  This individual should identify and meet the needs of the Credit Union’s existing and prospective members and is ultimately responsible for all functions of the branch including answering inquiries about accounts (shares & loans), opening new accounts, offering consumer loans, and assisting with any member issues. The branch manager reports to and is supervised by the Director of Operations.

ESSENTIAL DUTIES

• Manage all aspects of Branch operation.
• Develop the Branch staff and create a team atmosphere with the assigned branch and between branches.
• Develop and maintain relationships with potential and existing members, and community organizations.
• Assist in building a working environment with clear goals, constant communication, feedback, and recognition.
• Provide feedback to management regarding marketing ideas and sales efforts.
• Participate in training of staff, evaluation of performance, and recommendations of appropriate action regarding promotions or disciplinary action as necessary.
• Assist in developing and maintaining an engaged and accountable workforce.
• Oversee the opening and closing of the branch and the work schedule(s) of the staff.
• Assist in ensuring the staff is following proper Credit Union procedures and guidelines.
• Assist in the training and motivation of staff in cross-selling of the Credit Union’s products and services to strengthen member relationships.
• Ensure staff completes all required training.
• Seek consumer loan applications and provide appropriate follow-up.
• Represent the Credit Union in public relations activities and community events.
• Maintain a professional appearance among staff and when representing the Credit Union.

QUALIFICATIONS

• Bachelor’s degree from an accredited College or University is preferred; equivalent industry experience will be considered.
• Minimum three (3) years supervisory experience in a financial institution
• Consumer lending experience
• Excellent communication and interpersonal skills
• Detailed knowledge of all compliance and Credit Union regulations, and willingness to comply.
• Knowledge of Branch operations procedures and policies
• Ability to manage and motivate staff including evaluation.
• Successful completion of all required internal training programs upon hire.
• Willingness to comply with all Credit Union policy, procedures, and regulations.

Please note this position description may not cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee in this position. Duties, responsibilities, and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITIES

This position will supervise the employees of the branch.

WORK ENVIRONMENT

The tasks for this position normally are performed in a temperature and humidity-controlled, indoor office environment. Exposure to ambient outdoor weather conditions may occur entering and exiting the workspace.

PHYSICAL DEMANDS

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 accommodations will be made when required.

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

EXPECTED HOURS OF WORK:

Days and general hours of work are Monday through Thursday, 7:30am until 4:45pm and 7:30am until 6:15pm on Friday. Additional hours may be required, including weekends.

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 PURPOSE

The Lead MSR is responsible for the scheduling, training, and directing the work flows and assignments of the branch MSR team. The Lead MSR is a problem solver, capable of researching member complaints and system discrepancies. Knowledge and practice of the Corporate Values is required and subject to validation.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Provide written input and assist in the delivery of performance evaluations to employees in the branch team, be proficient in all SOP’s relating to all responsibilities of an 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 SOP’s.

• Vault access and control is the responsibility of the Lead MSR.

• Ordering cash from the Federal Reserve and validating ordered and received cash will be performed on an as need basis.

• On a periodic basis the Lead MSR will participate in audit cash counts at other branch locations.

• Participate in the documentation and review of SOP’s regarding processes under their responsibility.

• Periodically special assignments will arise that the Lead MSR will undertake or flex schedules of others to provide resources for projects.

• Subject Matter Expert (SME) in all processes relating to SOP’s, core system functionality, MCFCU policies procedures, and appropriate regulations and laws relating to financial institutions.

• Perform any other duties as assigned by supervisor.

Please note this position description may not cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee in this position. Duties, responsibilities, and activities may change at any time with or without notice.

PERFORMANCE MEASUREMENTS

1. Core System transaction competency. MSR’s 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 Knowledge. MSR’s will understand and uphold all policy and procedures related to the business they conduct. This competency will be evaluated annually as part of the performance evaluation process.
3. Regulatory Compliance. MSR’s will understand all credit union compliance procedures. Specifically, BSA, Funds Availability Policy and Reg Z. Compliance is not limited to the above referenced areas.
4. Product / Service Knowledge. MSR’s 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 on investment products; Certificates of Deposit, IRA, Roth IRA, Coverdell IRA. MSR’s will be able to promote our competitive rates.
   • Basic knowledge on loan product offerings (Home Equity, 1st Mortgage, Auto Loan, Student Loan, Credit Card, Personal Loan). The MSR must be capable of initiating the application process, providing information related to application questions and then execute a referral of the member to a loan officer. MSR’s 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.
   • Basic knowledge of the new account process including follow up requirements to ensure member satisfaction. Specifically, Debit Cards, Checks, Electronic Services, or Loan products
5. Capitalize on opportunities to increase member utilization of products and services offered as a solution to their needs. The MSR will be evaluated on their level of engagement in this area annually as part of the performance evaluation process.
6. Know our Business. MSR’s will be capable of providing information concerning the credit union products and services, policies, general information; what is a credit union, eligibility for membership, how to apply for membership, type of accounts available, insurance coverage of shares, loan policies, interest rates charged on loans, how interest on loan payments are computed, how dividends on shares are computed, when dividends post, the location of the credit union and branches, office hours and telephone numbers and web address.
7. Computer Literacy. The MSR will be proficient in all online and core systems. Microsoft Word and Excel basics are a requirement of this position.
8. Communications Expectations. Daily the MSR will check and respond, in a timely manner, to all email as part of their daily assigned responsibilities. Email is the designated corporate communication tool and the expectation is that it is managed on a daily basis.
9. Confidentiality Expectations. All member information is protected on a need to know basis. MSR’s must address this requirement with full attention. Violations in this area are grounds for termination.
10. Functional Duties. MSR’s will on a daily basis open and close the computer terminal; account for assigned cash and transactions; balance to the terminal teller report; remit receipts to the Lead MSR/Supervisor.
11. Provide assistance with electronic services to members such as Digital Banking, BillPay, Audio Banking, Text; specifically, the ability to enroll, unlock, reset, or de-enroll on a daily basis. Refer to SME as required.
12. Integrity. Accurately report time worked into the employer identified timecard system per established deadlines. Attendance and punctuality at work is critical.
13. Specific duties relating to specialty tasks are to be executed at an SME level. Specifically, bond redemptions, office supplies management, ATM balancing, in-house report generation, CUNA Mutual report input and generation, e-statement, and share draft clearing.

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
• Prior leadership experience preferred

EXPERIENCE PREFERRED:

• 5 or more years of credit union experience or a strong knowledge of credit union products and services

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

SUPERVISORY RESPONSIBILITIES

Positions Supervised: Branch MSRs

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

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: Ability 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 Officer (MSO) – Call Center

LOCATION: Lewisburg

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Director of Operations

POSITIONS SUPERVISED: None

POSITION PURPOSE

The Member Service Officer – Call Center is responsible for providing “wow” level service to both members and co-workers in a call center environment. Through effective listening and knowledge of our products and services, the Member Service Officer satisfies our member’s needs and effectively resolves their concerns. The Member Service Officer personifies our Promise Principles of “Personal”, “Professional” and “Proactive” while consistently demonstrating our core values of “communication”, “integrity”, “accountability”, “teamwork” and “service experience focus.”

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Provides assistance to members in all areas relating to their financial needs (questions, transaction requests, complaints, etc.), while assisting them in the selection of appropriate products (deposit or lending) and other services. This includes debit and credit card.
2. Exercises maintenance and servicing on all types of accounts.
3. People oriented, enjoys working with the public.
4. Exercises strong oral and written communication skills to explain Credit Union policies and to resolve basic member concerns in a professional and personable manner.
5. Evaluates member calls, resolves or directs calls to appropriate personnel as needed and adheres to the standards of service quality and statistical performance measures during all member interactions.
6. Achieves established goals for solutions and superior member service.
7. Participates actively in department meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service.
8. Excellent in multi-tasking
9. Self-starter, can easily work with limited supervision
10. Maintains up-to-date knowledge of all federal regulations related to loans and operations.
11. May be asked to assist with other back-office functions. 
12. Must consistently report to work on-time, as scheduled.
13. Will be scheduled in for rotating Saturday coverage.
14. Perform any other duties assigned by supervisor.

PERFORMANCE MEASUREMENTS

1. Policies, goals, and procedures are established which further the strategic plans and objectives supporting the mission and vision of the Board of Directors of MC Federal Credit Union.
2. Professional relationships are established with business contacts and professionals as well as all members of the credit union

QUALIFICATIONS

EDUCATION/CERTIFICATION:
High School Diploma or equivalent GED. Associate or bachelor’s degree preferred 

REQUIRED KNOWLEDGE: 

• Must have knowledge in Lending products and policies. (Preferred, but will train, must have strong desire to learn)
• Knowledge of Loan Service and Operational procedures. (Preferred, but will train, must have strong desire to learn)

EXPERIENCE REQUIRED: 

• 6 to 18 months of recent financial institution experience in a call center, teller and/or new accounts representative role.
• Experience using Windows operating system, Internet browser software, Microsoft Office Suite, and call center phone systems (banking experience highly preferred).
• Should have a minimum typing level of 35 wpm.

SKILLS/ABILITIES:

• Excellent written and verbal communication skills including a polished phone manner and technique
• Ability to cross sell products and services to deliver solutions
• Excellent organizational, analytical, and problem-solving abilities
• 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

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 take issues from members and work through a logical scenario to come to a resolution to the issue

MATHEMATICS ABILITY: Must have basic mathematical skills with little or no errors in calculations

LANGUAGE ABILITY: Must have the ability to speak fluently, clearly and concisely

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/Danville or Bloomsburg/Mount Carmel

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.
• Will be scheduled in for rotating Saturday coverage.
• 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 GED

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

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