Member Service Specialist

WSSC Federal Credit Union
Performs a broad range of member services activities: in person and by phone, mail, e-mail, fax and online services.

Maryland
Full Time
City: Laurel

POSITION SUMMARY:
Under general supervision following established policies and procedures; performs a broad range of member services activities: in person and by phone, mail, e-mail, fax and online services. Provides member services such as opening new accounts, ordering checks, corrections, etc. Responds to questions and provides information upon request from members both internally and externally. Processes requests and transactions as appropriate. Assists members and potential members in understanding and utilizing Credit Union products and services. Assists with Business Development activities.

PRINCIPAL RESPONSIBILITIES AND TASKS:
The following statements describe the general nature and level of the work performed. They should not be considered an exhaustive list of all duties. Employees may perform other related duties as required.

MEMBER SERVICES
1. Processes all member transactions in person and by phone, mail, fax and online services including deposits, check withdrawals, account transfers and address changes;
2. Gives prompt efficient and accurate service in the processing of all transactions such as opening new checking/savings accounts, direct deposits, ATM/Visa check cards and certificates. May place stop payment on checks, provide copies of cancelled checks and/or orders checks;
3. Processes wire transfer requests and forwards to appropriate person for transmission. Assists members with payroll and direct deposit questions and set payroll distribution;
4. Opens new member accounts and provides information to new and prospective members by explaining and cross-selling Credit Union products and services. Completes forms for opening and processing all types of accounts including but not limited to: share, share draft etc. Educates and informs member regarding Credit Union services, products, policies and procedures. Analyzes member accounts in order to provide better services. May conduct outbound calls to members to develop new business;
5. Utilizes tact and experience-based knowledge to research and resolve member inquiries explaining specific policies and procedures while representing the Credit Union in a professional manner and maintaining positive member relations;
6. Assists with Business Development activities when necessary including visits to depots, membership drives etc.;
7. Performs other branch/member services, operational and or administrative duties as assigned by the CEO, Vice President or Controller;
8. Required to understand, be proficient in, and able to implement all requirements of the Bank Secrecy Act (BSA), US Patriot Act and Anti Money Laundering Act (AML) as they relate their assigned duties and responsibilities. BSA/AML training is required annually of all employees;
9. Actively participates as a Team Member in accomplishing yearly goals as set forth by the Credit Union’s annual strategic plan;

LENDING SUPPORT
1. Performs a wide variety of administrative duties which require knowledge of such departmental procedures
as preparing and reviewing loan documents and processing loan forms and files. Responsible for closing
member loans and ensuring complete and accurate information is provided to members concerning the
terms of agreement and related documents;
2. Performs all the duties of an MSR/Teller as needed. Performs other member services, operational, lending
and/or administrative duties as assigned by the CEO, Vice President or Controller. Operates the teller
window in the absence of the Teller.

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES:
1. Demonstrated knowledge of Credit Union products, services, policies, procedures and regulations;
2. Must possess strong customer service skills and service orientation;
3. Good interpersonal skills and leadership skills;
4. Excellent oral and written communication skills;
5. Must be pc proficient including Microsoft Office (Word, Excel, Outlook) and Internet;
6. Excellent organizational, analytical and problem-solving skills;
7. Maintains current knowledge of regulations in all areas of position by reading and attending various seminars and educational classes;
8. Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone etc.;
9. Ability to represent the Credit Union at meetings with outside organizations;
10. Ability to lift a minimum of 25 lbs.;
11. Some travel required.

MINIMUM EDUCATION & EXPERIENCE REQUIREMENTS:
 High school diploma or equivalent (GED);
 Minimum 2-4 years previous MSR and/or Lending and Sales experience in a financial institution.

ADDITIONAL REQUIREMENTS:
 Experience working with customers and public;
 Must be bondable.

PREFERENCE(S):
12. AA degree in a related field preferred. Financial institution experience may be substituted for a degree.

Please send your cover letter and resume to hr@wsscfcu.org.