Senior Member Services Specialist II - Ewa Branch

GENERAL INFORMATION

• DEPARTMENT:  Dependent Upon Branch Assigned
• REPORTS TO:  Branch Manager
• STATUS:  Non-Exempt
• SUPERVISES:  Member Services Specialist & Member Services Coordinator

PRIMARY PURPOSE

Provides assistance to the Branch Manager in ensuring that the Member Services Specialists are performing their functions at a highly satisfactory level. Provides members with prompt, courteous, efficient, and accurate financial services.

ESSENTIAL DUTIES AND FUNCTIONS

• Provides guidance and serves as a resource to the Member Services Specialists.
• Ensures that all Member Services Specialists are providing exceptional, safe and efficient service to members and guests.
• Provides Supervisor Overrides as needed within authorized guidelines.
• Within authorized guidelines, releases holds on checks and waives fees.
• Verifies cash count of monies received by armored car with their immediate supervisor and/or another Member Services Specialist.
• Performs Member Services Specialist functions as needed.
• Ensures that all money orders & travelers checks are properly reconciled and the proper information is transmitted to the respective money order and travelers check providers on a daily basis.
• Verifies member documents and transactions completed by the Member Services Specialist and forwards to designated departments daily.  (Note: This encompasses Signature Cards, Change of Address forms, IRA transactions, CTRs/SARs)
• Assists in balancing daily work and ensures that daily work is sent to the Accounting Department.
• Assumes the duties of the Branch Manager in their absence.
• Provides training for new Member Services Specialists as needed.
• Assists in the preparation of performance evaluations on the Member Services Specialist.
• Processes deposits, withdrawal requests, loan payments, and loan close-outs received via mail.  May assign some of the workload to the Member Services Specialist.
• Maintains appropriate department records and files.
• Ensures that the department and lobby areas are clean and neat; mandatory notices are regularly updated and properly posted and promotional materials are in good condition and well stocked.
• Opens new Savings, Checking, IRA, Trust, and Savings Certificate Accounts as well as provides information and disclosures relating to these services.  
• Cross sells Credit Union products and services.
• Provides routine information on credit union programs, policies, and member accounts in person, by phone, or by mail.
• May be sent to other branches to perform duties of Member Services Specialist and/or the Senior Member Services Specialist II positions as needed.
• Provides ongoing training with new and current policies and procedures for Member Services Specialist as needed.
• Places service calls for equipment that is not in working order.
• Replenishes cash to the CDM and TCR machines as needed.
• Verifies Member Services Specialist cash totals at the time of closing.
• Arms and disarms the branch as needed.
• Places cash orders for the branch as needed.
• Conducts auditing of cash machines and other instruments with their immediate manager or another Member Services Specialist.
• Delegates daily and monthly duties to the Member Services Specialist.
• Arms and disarms the vault with their immediate manager and/or another Member Services Specialist.
• Order supplies for department as needed from the HR Director.

Senior Member Services Duties (Waipio ONLY):

• Provides assistance to the Senior Member Services Specialist II, Operations Support Manager and/or VP Branch Operations as needed.
• Responds to SSA requests as needed.
• Reviews Savings Certificate report daily and manually closes Savings Certificates as needed.

Consumer Lending Duties:

• Interview and obtain information from loan applicants to be able to proc­ess loan requests made by members for all types of loans offered excluding mortgage applications.
•  Verifies loan application information to ensure that all essential informa­tion to make a decision has been noted.
•  Assures all loan applications are completed in accordance with applica­ble federal and state laws and regulations.
•  Inputs loan application information into computer terminal for processing.

OTHER DUTIES & FUNCTIONS

• Conducts every aspect of this position, involving interpersonal relations, in line with the concept that all personnel, staff, shareholders and visitors are afforded full and equal treatment in all matters without regard to race, creed, color, sex, sexual orientation, age, national origin, lawful political affiliation, physical handicap or marital status.
• Periodically serves on various Credit Union committees (ie. Safety, Social Events, etc.)
• Performs such other duties and responsibilities as may be prescribed by the Branch Manager, VP Branch Operations or the President/CEO.
• Pursues a program of:
  • Self development.
  • Utilizing such training and education as may be required by the credit union:
    • in connection with this position;
    • for career development.
• Ensures a secure, neat, clean and safe work area.

WORKING CONDITIONS

Equipment Used: 

• Computer
• 10-key calculator
• Telephone
• Copy Machine
• Document Scanner
• Printer
• Coin Counting/Sorting Machine
• Bill Counting/Sorting and Dispensing Machine
• Remote Teller Workstation Equipment

Work Hours:

• Hours are to be determined depending on the branch assigned
• Monday - Friday, 8:45 am - 5:30 pm
• Saturday, 8:45 am - 2:30 pm
• Overtime as required by Management
• Work days, hours or branch location may vary according to the operational needs of the credit union

MENTAL DEMANDS   

• Requires the application of sound decision-making principles, logical thinking and good judgment.
• Requires alertness, concentration and attention to detail.
• Requires the use of good judgment when dealing with difficult or uncomfortable situations.

COMMUNICATION DEMANDS

•  Ability to communicate clearly both orally and in writing with members, peers and managers.

PHYSICAL DEMANDS

• Requires sitting at a work station and using a telephone for periods up to 4 hours (without a break) for up to a 10 hour work day.
• Requires the ability to understand and complete instructions.
• Requires data entry/key punching and mouse skills to complete daily work.
• Ability to view and correctly interpret numbers, text and images on a computer screen.
• Requires the use of various office equipment to perform duties.
• Requires verifying documents for accuracy.
• Requires working beyond the 8-hour day periodically.
• May require lifting and carrying up to 40 pounds.
• Requires receiving and dispersing verified amounts of cash and negotiable instruments according to accepted procedures.

QUALIFICATION REQUIREMENTS

Skills & Knowledge:

• Ability to use a computer key board.
• Ability to type 40 WPM.
• Ability to operate a 10 key calculator.
• Knowledge of basic math skills.
• Ability to work cooperatively with members, co-workers and management.
• Ability to effectively supervise people.
• Must be bondable.

Education:

• Must possess oneof the following:
  • A two or four year college degree; 
  • One year of work experience as a Senior Member Services Specialist II (or comparable position); OR
  • Three consecutive years or more of satisfactory employment with Pearl Hawaii FCU.  Note:  upon applying for position, the last three years of employment will be reviewed and considered.

Experience:

• Two years of experience as a Member Services Specialist (or similar position) required.

Training:

• Must be willing to attend/participate in any training necessary to learn/update skills or knowledge required for the position.