Job Summary

Assist members by phone, email or in person, in all aspects of the Credit Union's deposit products and services. Provide technical support and mentoring to CU staff in all aspects of deposit products and services, including quality service, productivity and strategic initiatives. Open accounts, conduct a variety of transactional services, resolve issues, and professionally handle members' daily needs. Provide oversight in the workflow and activities of the teller and member services staff.

Responsibilities

Perform essential duties and responsibilities of the CU Member Service Coordinator as needed to ensure timely member service.

Handle sensitive member relations and/or transactions requiring experience such as suspected ID Theft, EFT problem resolution, NSF collections, deposit agreement questions, IRAs, etc.

Monitor collections on negative balance accounts and take appropriate timely action as necessary to optimize collections while balancing the goodwill of members with the overall business interests of the Credit Union.

Oversee proper supply and availability of daily cash, account agreements and disclosures, etc. and other forms and supplies needed for daily workflow within member services.

Interact with members to research member needs. Conduct periodic member surveys, analyzing member feedback & report on results.

Develop, direct, implement and coordinate the production and distribution of new and existing products and services, advising Credit Union staff on content and design of printed materials for internal and external use.

Ensure timely communication of all member communications to CU staff and members. Maximize timely member communication through all available channels including Lobby, CAMnet, Online Banking, Website, hospital visits, etc.

Handle daily processing of instant issue debit cards. Assist loan department with new loan verifications.

Assist the Member Service Manager in oversight of the workflow within the member services area, including monitoring adequate coverage and timely service, investigation of balancing outages, opening/closing procedures, vault cash, etc.

Assist the Member Service Manager in the timely completion and analysis of a variety of productivity, quality control and service reporting.

Assist the Member Service Manager in monitoring changes in deposit volume and mix relationships and transaction activity required for regulatory reporting such as CTRs, SARs, etc.

Perform other duties as assigned to ensure member service is maintained at the highest possible level.

Knowledge, Skills & Abilities

Must possess knowledge of banking laws and regulations related to credit union member service activities.

Demonstrate ability to sell and cross-sell financial services.

Education 

• Bachelor's Degree (Required) 

Experience - 2 yrs related financial institution service experience as determined by Credit Union CEO Marketing or related degree

 · May substitute Associates degree or 45 related college hours in related field plus 5 years of related experience; OR High School/GED plus 10 years of related experience for Bachelor’s degree plus 2 years related experience.

Credentials 

Work Schedule: Days

Status:  Full Time Regular 1.0

Location: Credit Union

Location of Job: US:WV:Charleston

Talent Acquisition Specialist: Tamara B. Young tammy.young@vandaliahealth.org