Job description

Description:General Summary of Duties:
Provides quality service to members via processing of mail payments, responding to electronic messages, service to internal and external members in person and over the phone. Process, support, and audit member service transactions in accordance with existing procedures, policies, and regulations. Perform duties related to all plastic cards, ATM/ITM, operations, and all other duties assigned to the department.
Essential Functions and Other Responsibilities:

• Provide prompt and courteous service to all internal/external customers/members. Professionally, courteously, accurately, and promptly answer all inquiries regarding SCU products/services. Professionally problem-solve and resolve all complaints or refer for assistance as needed.
• Maintain working knowledge of and aggressively promote credit union products/services at every opportunity, making referrals that result in new services to new/existing members.
• Perform duties necessary to order and maintain department office supplies and supplies in individual work area. Prepare workstation daily and keep workstation organized. Process mail distribution (incoming/outgoing).
• Conduct all work in a safe and healthful manner. Perform as part of a team and assist other employees/departments as needed. Train/mentor other credit union employees as directed. Maintain update of work status to supervisor as required.
• Maintain the security of all codes, procedures, and other items related to office security. Place documents that need to be shredded in the proper place for shredding. Maintain knowledge of and follow the established process for key control and security. Open/close office by disarming/arming alarms, as established procedures require.
• Balance daily. Perform operational duties and troubleshoot problems with department equipment. Report errors, abnormalities, and out of balance conditions to supervisor immediately. Correct all out of balance conditions as applicable.
• Maintain functional knowledge of online systems and all software used in the department, including the process to follow if the system goes down.
• Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, BSA, and OFAC.
• Maintains current knowledge of technology necessary to function in position; continuing education as needed.
• Maintains documents, records, and correspondences in appropriate files.
• Perform all card related duties including but not limited to manage and balance Gift Card inventory, manage, and balance instant issue cardstock, Review card and fraud reports to ensure quality control, complete card maintenance requests, Process Reg E disputes, assist with fraud alerts, support frontline for card transaction research, process returned cards, and stay familiar with laws and regulations involving debit and credit cards.
• Perform all ATM/ITM related duties including but not limited to processing ATM/ITM deposit contents, balancing all ATM/ITM activity, maintain cash vault, balance and troubleshoot HQ ATM/ITM, review and process ATM/ITM reports, process member reported ATM/ITM error disputes according to policy and procedures, Review ATM check image files daily, order and manage cash replenishments, monitor terminal services issues and escalate when applicable.
• Perform all member related transactions including but not limited to deposits, payments, and transfers, loan payment reversals, member verifications, return mail, check reorders, and member applications for products and services.
• Perform all miscellaneous operational activities including collecting and sorting US mail and interoffice mail, review and monitor operational reports for quality control, perform duties of a membership officer as assigned and according to procedures, process garnishments, subpoenas, and levies with a high degree of confidentiality.
• Maintain Intranet job postings, procedures, member documents and logs, update product and service manual. Perform typing, formatting, merging, updating, posting, mailing, and distribution of documents.
• Performs various administrative tasks as directed by the Operations Support Supervisor.

NOTE: The list of essential functions is not limited. It may be supplemented as necessary from time to time.
Standards:
Perform all job tasks/functions as assigned and/or directed; according to policy, procedures, and standards; use Service/Sales plus skills at all times; meet all cross-sell and productivity standards as set by management; and read/respond to all communications (voice mail/mail/email/etc.) communications in a timely fashion.
Requirements:Core Competencies:

• Reasoning: apply rational method of problem solving to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, blueprint, or schedule form.
• Math: add, subtract, multiply, and divide all units of measure. Perform the four operations with like common and decimal fractions. Compute ratio, rate, and percent. Draw and interpret bar graphs. Perform arithmetic operations involving all American monetary units.
• Language – read a variety of books and magazines. Write reports and essays with proper format, punctuation, spelling, and grammar, using all parts of speech. Speak before and audience with poise, voice control, and confidence, using correct English and well-modulated voice.

Position Specific Competencies:

• Must have good keyboard skills.
• Must have good numerical, clerical, and communication skills.
• Must have good customer service skills and cross-selling ability.
• Must have the ability to work effectively with management and other employees.
• Must have the ability to deal effectively with people and promote a team environment.

Minimum Qualifications:
Education: A high school diploma or equivalent.
Experience: Previous cash handling and customer service experience desired.
Licenses/Certifications: Must attain all required licenses and/or certifications to perform duties of position.
Other requirements: Must have proficient Microsoft Office application skills with emphasis on Excel. A skills assessment test will be used to assess Excel skills.
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 may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands, fingers, talk, or hear. The employee is frequently required to sit, stand, and reach with hands and arms. The employee may occasionally lift up to 20 lbs. and/or exert force to move up to 50 lbs.

Job Type: Full-time

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