POSITION PURPOSE

Follow the credit and collection policies and procedures of the Credit Union that best serve the organization and its members. Perform collection duties personally and/or through third parties. Work within strict compliance with State and Federal credit and collection rules and regulations in all collection practices.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Frequent phone calls. Excellent verbal communications and active listening. Ability to problem solve, emotional intelligence, mindfulness, understanding technology and handle members courteously with dignity and respect.

• Coordinate and communicate with others including personnel of service and system providers, credit card companies, credit
  bureaus, insurance companies, collateral protection agencies, and registry offices as needed.

• Represent the credit union in court concerning legal processes connected with collection of negative share balance accounts and
  other creditor/debtor situations. Attend hearings concerning negative share balance accounts and present testimony on behalf of
  the credit union.

• Maintain files, records, and journals to provide a chronology of collection activity for delinquent account and provide reports of
  collection results when requested.

• Follow all credit union policies and procedures.

• Investigate fraud cases, for possible legal action and collection of delinquent accounts for unpaid negotiable items.

• Perform any other duties as assigned by supervisor

PERFORMANCE MEASUREMENTS

• The Member Resolution Specialist is expected to work within a collection program and processes that result in budgeted charge-off and delinquency ratios, as well as with limited errors

• 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: 

• High school diploma or GED

REQUIRED KNOWLEDGE:

• Proficient in Microsoft Word and Excel

EXPERIENCE REQUIRED:

• 3 – 5 years related experience at a financial institution. Additional education or hands on experience with collections or lending recommended

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
• Strong desire to improve the lives and financial wellbeing of our diverse membership
• Commitment to the credit union philosophy
• Ability to use the credit union’s core processing system for input/output transactions. Such usage includes, but 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 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.

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: 

• Sound judgement and problem-solving skills.

• Strong phone communication required.

• The ability and desire to assist our members in finding a way to meet their financial obligations without getting further behind

• Ability to solve practical problems and deal with a variety of situations where only limited standardization exists.

MATHEMATICS ABILITY: 

• Ability to calculate figures and amounts such as payments due, and interest.

LANGUAGE ABILITY: 

• Ability to read, analyze and interpret general business correspondence.
• Ability to compose reports, business correspondence and assist in updating procedure manuals.
• Ability to effectively present information and respond to questions from Management, team members, and individual members. Occasionally may need to make formal presentations on credit to groups outside of the credit union, such as meetings, trainings, 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 PURPOSE

Administers Banno (digital and mobile banking), PSCU, Bill Pay, and XNET for MC. Interacts with members on a routine and frequent basis daily. Responsible for all digital and card services for MC. Subject matter expert for Banno, Bill Pay, Debit/Credit programs, Prepaid and Gift. Works directly with the Call Center for all card troubleshooting issues. Acts as a liaison for Collections, Call Center, and Lending to research suggestions from the respective departments, as well as troubleshoot issues for more efficient process flow. Daily communication with vendors in an effort to grow the credit card program.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Check e-mail daily for updates and communications on projects or issues.
• Review BillPay reporting daily.
• Reply to Banno messages from members multiple times daily, working in conjunction with the Call Center.
• Work on PSCU/Velera projects / reports daily.
• Responsible for inventory control for all pre-paid/gift, credit, and debit cards.
• Responsible for file transfers from PSCU/Velera to Amplifi daily.
• Conduct quarterly reports for various reporting requirements.
• Responsible for the quarterly VISA card reporting and the annual incentive program.
• Responsible for monitoring notifications in PULSE and VISA for fraud alerts.
• Will participate in organizing fund raising and outreach activities in conjunction with the Marketing department.
• Work with IT on various ticket items to work toward resolutions.
• Perform any other duties as 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 business relations exist with business contacts and trade professionals.

3. Ensure all correspondence with outside vendors and members is completed in a respectful and timely manner.

QUALIFICATIONS

EDUCATION/CERTIFICATION:
High School Diploma or equivalent GED. 

REQUIRED KNOWLEDGE: 
Working knowledge of data processing procedures and personal computer application

EXPERIENCE REQUIRED: 
Two or more years credit union experience or a strong knowledge of credit union products and services is preferred.

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.
• 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 handle multiple complex issues and problems simultaneously

MATHEMATICS ABILITY: Good mathematical skills, and some accounting experience is beneficial.

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 DESCRIPTION

POSITION TITLE: Floating Member Service 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