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SalaryPosition Title:MSR ServiceDepartment: Contact Center
Classification:Non-ExemptApproved By:CEO
REPORTING RELATIONSHIPS
Position Reports To:Contact Center Servicing Manager
Positions Supervised:None
POSITION PURPOSE
Responsible for performing a broad variety of member services such as opening and closing accounts, renewing certificate accounts, and assisting members with their accounts. Answers member questions regarding Credit Union services provided and performs a variety of account maintenance. Cross-sells services and performs related receptionist and secretarial functions as required. Assists or refers members with any and all questions or problems that arise. Attends to all telephone inquiries and transactions for members. Provides general Credit Union information and cross-sells services.
NATURE AND SCOPE
This position requires excellent public relations skills and a thorough understanding of Credit Union services, products, policies, and procedures as well as related legal requirements. Good organization, accuracy, professionalism, and tact are vital to the successful execution of this position.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the effective and professional performance of member service functions.
a. Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for member accounts. Completes payroll deductions and authorization forms.
b. Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Takes stop payment orders.
c. Renews and updates certificate accounts.
d. Receives and directs members and telephone calls. Responds to inquiries and questions, or direct them as necessary. Records and relays messages.
e. Performs file maintenance and account changes as needed.
f. Maintains IRA accounts and answers questions regarding IRAs.
2. Assumes responsibility for establishing and maintaining effective, professional business relations with members.
a. Resolves member requests and questions promptly, courteously, and professionally.
b. Keeps members informed of Credit Union services and policies.
c. Maintains and projects the Credit Union's professional reputation.
3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and management.
a. Assists area personnel as required.
b. Keeps supervisor informed of area activities and significant problems.
c. Completes required reports and records accurately and promptly.
d. Attends meetings as required.
4. Assumes responsibility for related duties as required or assigned.
a. Actively and professionally cross-sells Credit Union services.
b. Performs related clerical and secretarial duties as needed.
c. Ensures that the work area is clean, secure, and well maintained.
d. Performs research and NSF duties as needed.
PERFORMANCE MEASUREMENTS
1. Member Services functions are effectively performed in accordance with established Credit Union policies and with legal and regulatory requirements.
2. Good business relations exist with members. Programs and services are properly and thoroughly explained and members' needs are accurately assessed. Members' problems are courteous and promptly resolved.
3. Required reports are accurate and timely.
4. Good working relationships exist with area personnel and with management. Area personnel are assisted as needed.
5. Credit applications and related financial data are closely and effectively analyzed and evaluated.
- Personal delinquency write-off numbers are in line with Credit Union objectives.
- Credit Union’s professional reputation is maintained and conveyed.
QUALIFICATIONS
Education/Certification:High school graduate or equivalent.
Required Knowledge:Member Service operations and procedures.
Basic understanding of Credit Union operations.
Experience Required:One year to three years of similar or related experience.
Skills/Abilities:Good communication skills.
Professional appearance, dress, and attitude.
Good math skills.
Ability to operate related computer applications, and other business equipment including adding machine, typewriter, copy machine, coin and money counting machines, and telephone.
Good typing 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.
Repetitive Motion:Movements frequently and regularly required using the wrists, hands, and/or fingers.
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.)
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
WORKING CONDITIONS
None: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Reasoning Ability: Ability to deal with a variety of variables under only limited standardization.
Able to interpret various instructions.
Ability to apply common sense understanding to carry out detailed but uninvolved instructions.
Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.
Able to perform very simple algebra.
Language Ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.
Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.
Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent), and variation in word order; using present, perfect, and future tenses.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
