Member Contact Center- Member Service Specialist Iii

First Heritage Federal Credit Union is a leading employer and financial institution in the communities served, dedicated to both the success and financial well-being of our members and team members. We are a strong, growing, dynamic organization, operating nine full-service local locations, with total assets close to $700 million. First Heritage is dedicated to being an employer of choice, offering a competitive salary, and exceptional benefits package. We also offer an array of options to continue your professional growth and development including an educational assistance program as well as supporting our team members to participate in external and internal leadership programs. We believe that supporting and empowering our team members in their personal growth is key to happiness and success, which in turn is passed on to our members and the community.

Member Contact Center- Member Service Specialist III:

The Member Contact Center is responsible for providing excellent Member Service and maintaining strong professional relationships. Assists members with new loans and products, open accounts, advises of the status of accounts, furnishes information on loans, products, fees and services. Courteously and promptly resolves member questions and problems or properly refers them to appropriate personnel.

This job description may not be all-inclusive, and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management. Failure to maintain consistent performance at this level could result in movement to the previous level.

JOB DUTIES:

• Coordinates individual member new account and loan requests according to Company policies and procedures. Determines purpose and type of loan appropriate to the members’ needs, member’s ability to pay, member’s credit and employment history, loan repayment schedule, etc. Approves loans within loan authority or recommends loan decision to approving officer and communicates loan decision to member. Establishes new account/loan on computer system and develops new account/loan file complete with all prescribed documents and ensures new account/loan is disbursed.
• Serve as backup retail coverage in the county you are assigned as needed. Must stay current on all processes and procedures as it relates to MSS I & II functions.
• Answer inbound telephone calls and assist callers as appropriate. Includes supporting Call Center with answering member calls.
• Provide online banking and mobile support. Assist and become proficient in all electronic systems to trouble shoot for member questions.
• Develop member/credit union relationships through additional products and services which will assist members in meeting their needs. Determines member needs and identifies type of accounts or services appropriate to those needs.
• Attain and maintain Notary and Signature Guarantee licenses (if applicable).
• Must be able to assist with new MSS I & II training through coaching program.
• Meet and maintain established “Elite” status in the Member Education program.
• Cannot have any negative member surveys or performance issues/write up within a 12-month period. Must not have any cash balancing and check fraud issues.
• Maintains and adheres to a current working knowledge of FHFCU products/services/systems and federal/state/NCUA laws and regulations including but not limited to Reg CC, Bank Secrecy Act, Reg Z, Truth-in-Savings, and fair lending laws.

THIS JOB DESCRIPTION MAY NOT BE ALL-INCLUSIVE AND EMPLOYEES ARE EXPECTED TO PERFORM ALL OTHER DUTIES AS ASSIGNED AND DIRECTED BY MANAGEMENT. JOB DESCRIPTIONS AND DUTIES MAY BE MODIFIED WHEN DEEMED APPROPRIATE BY MANAGEMENT.

EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABLED

KNOWLEDGE & SKILLS:

Experience:

Two to Five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses:

A high school degree or GED is required.

Interpersonal Skills:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for the purpose of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

ADA REQUIREMENTS:

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements:

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising the highest level of discretion on confidential matters.