MSC Specialist II (Viera West)

MEMBER SERVICE CENTER SPECIALIST II

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community.” One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution. 

The Member Service Center Specialist in the Member Service Center is responsible for performing member-oriented telephone and electronic activities including opening, processing, maintaining, and closing all types of accounts, products, and services and performing the associated clerical functions; assisting members with their selection of products and services and educating members on the benefits of the products offered by the credit union; conducting oneself in a professional, friendly manner with an emphasis on member education and quality of service; and providing assistance to members and support for other related branch activities. 

Community Credit Union of Florida is an Equal Opportunity Employer (EEO) and supports a drug-free workplace.

ESSENTIAL DUTIES

• Demonstrates enthusiastic support of the corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
• Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals.
• Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.
• Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines. 
• Assists members with a selection of various accounts, products, and financial services available from the credit union; ensures an emphasis is placed on the quality of service and member education.
• Performs the following activities as needed or required: assists members, updates member information and verifies identity, performs funds transfers, places check orders, performs various loan and teller transactions, completes fraud claims, maintains files, controls access, and processes affiliated reports.
• Assists and supports members in conducting all banking transactions electronically through strong written and verbal communication.
• Researches and resolves account-related inquiries submitted through phone, email, home banking, secure messaging, chat, LSI tickets, and any other channels related to electronic delivery.
• Assists members with troubleshooting computer and/or mobile issues within online banking and our website.
• Responsible for accurately processing routine member transactions, including deposits, withdrawals, and transfers within policy guidelines, including transactions of all types such as deposits, withdrawals, loan payments, credit card payments, and line of credit advances through a digital channel (video session). Confirms all necessary documents are properly authorized, are in proper form, and are within authorized limits. Receives payments for mortgage, installment, and share secured loans, ensuring that payments equal the amount due and that all late charges, if applicable, are collected. Sustains teller balancing standards and accuracy throughout the workday and at the end of each day.
• Verifies member identification and scans identification into the system for proper documentation. 
• Provides information on credit union services, including membership eligibility, types of credit union accounts, interest rates, current dividend rates, locations, office hours, and telephone numbers. Actively promotes and cross-sells products and services by providing recommendations and assisting members in whatever capacity necessary.
• Updates member information and verifies identity, processes mail or reports, and performs end-of-day balancing, including checks as requested.
• Adheres to security controls policies and procedures to aid in the detection and prevention of fraud, theft, robberies, threats of violence, fires, accidents, and facility safety.
• Maintains ongoing communication with supervisor, informing the individual of all pertinent problems, irregularities, new developments, changes, and other important information within the department.
• Continuously takes initiative to learn all aspects of online products and service features to better serve the members.
• Collects pertinent information of potential members to determine whether they meet the membership criteria to comply with the Bank Secrecy Act/USA Patriot Act Customer Identification Program. Prepares all documents and items pertaining to accounts and processes according to policies and procedures.
• Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• Performs other related duties and works on special projects as assigned

POSITION REQUIRMENTS

• High school diploma or general education degree (GED); or up to two (2) years related experience and/or training; or the equivalent combination of education and experience as a Customer Service Representative (CSR) in a financial institution. Work-related experience should consist of exceptional customer service and a sales background. Educational experience, through in-house training sessions, formal school, or financial industry-related curriculum, should be business or financial industry-related.
• Possesses a thorough knowledge of credit union policies, rates, and the documents and disclosures necessary to ensure compliance and consistency with current regulations. 
• Basic experience and understanding of third-party financial software offered through a vendor (Digital Insight) is necessary to educate and assist the members.
• Intermediate experience and knowledge of operational activities, terminology, products, and services; related state and federal compliance regulations and operational policies. 
• Intermediate skills in computer terminal and personal computer operation; word processing, spreadsheet, and software programs. Intermediate typing skills to meet the production needs of the position.
• Basic math skills; calculate interest and balance accounts; add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors.
• Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and communicate clearly to members and employees.
• Effective organizational and time management skills, with the ability to multitask and the ability to work with close supervision while performing duties.

ENVIRONMENT AND PHYSICAL ACTIVITY

• The environment for this position is an open, non-confined office-type setting that is clean and comfortable, where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, and drafts.
• 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 frequently required to spend time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color, and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching.
• The incumbent for this position may operate any or all of the following: telephone, copy, and fax machines, calculator, computer terminal, personal computer, and related printers.

MENTAL DEMANDS

The incumbent in this position must be able to read documents or instruments, perform detailed work, and problem solve; possess excellent member contact and verbal and written communication skills; have strong math and analytical reasoning skills; and have the ability to effectively handle stress, multiple concurrent tasks, and constant interruptions.