Lincoln Branch - Member Service Specialist III
Company: Golden1 Credit Union
Posted on: January 11, 2022
JOB TITLE: Member Service Specialist III
DEPARTMENT: - Branch Channel Delivery
STATUS: Non- Exempt
JOB CODE: - 2401
Provide members the highest level of service available in an
efficient and courteous manner. Process monetary transactions
within assigned limits, maintain accurate records and balance each
day's transactions in accordance with established policies and
procedures. Proactively engage with members to identify products
and services designed to assist them in achieving their financial
goals. - Answer questions, and direct members to appropriate
department for specialized services.
TASKS, DUTIES, FUNCTIONS:
Processes and audits financial transactions including deposits,
withdrawals, transfers, payments and general ledger entries while
maintaining a cash drawer.
Provides Golden 1 services to member, including but not limited to
cashier's checks, money orders, savings bonds, wire transfers and
transactions, additional sub-shares, and debit card issuance.
Assesses members needs while processing transactions.
Identifies opportunities to help members relative to Golden 1
product or service offerings and documents in EnAct system.
Identifies and report fraudulent activity to management and
Financial Investigations dept., in accordance with current
procedures to prevent potential loss to the credit union.
Assists in the proper operation of the ATM and Teller Cash
Dispenser Units including, but not limited to, replacing receipt
cartridge, clearing a blockage, etc.
May be required to take the lead for open and closing
responsibilities in the absence of MSS IV and above.
Verifies signature cards in ECM (Enterprise Content
Check acceptance approval within assigned limits.
Ensures confidentiality of all member and credit union
Maintains current knowledge of all Golden 1 products and services,
as well as of policies and procedures for teller functions.
Performs additional responsibilities essential to the operations of
the branch (TCR, SBO, Safe deposit box, etc...), as needed.
Opens deposit and specialty accounts (e.g., Roth IRA) and
identifies members' financial service needs to ensure members are
provided with meaningful financial solutions.
Mentors and advises MSSI's and MSSII's.
Develops coaching and leadership skills by observation and training
Engages in consultative dialogue with members to identify current
and future financial needs and documents in EnAct system.
Enroll members in the different channels that Golden 1 uses:
online, mobile, etc.
Refer member's home lending/investment needs to the appropriate
business partner through EnAct referrals.
Process consumer loan applications and completes the fulfillment of
loan when appropriate.
Approves signature cards.
Audits loan reports and provides coaching as needed to avoid future
Provide approvals based on authorized limits as assigned by the
Notarizes member documents (certification of trust, etc.).
Collects medallion stamp request information and sends to MSS IV or
above for approval.
Maintain a thorough understanding of state and federal laws and
regulations related to credit union compliance including bank
secrecy and anti-money laundering laws appropriate to the
COMMUNICATION & INTERACTIONS:
Interacts professionally with members.
Communicates in a professional manner (proper grammar, punctuation
and tone) in both written and verbal communication.
Effective listener. Communicates with empathy.
Associates member needs based on conversation to G1 products and
Overcomes basic objection or resistance through conversation.
Works as part of a team.
Accepts constructive feedback positively and utilize it to help
personal and professional development.
Ability to have a consultative dialogue by asking effective
questions and connecting to answer to solutions offered by G1.
Communicates the ""why"", not just the ""how"" or ""what".
Overcomes member objections and resistance with a calming and
Demonstrates polished presentation skills, e.g.: Speaks clearly and
confidently; Communicates in a clear and concise manner; able to
convey complicated information in an understandable manner to the
Demonstrates networking skills, e.g.: - Asks effective questions
and processes answers; speaks with sincerity; uses positive
language; makes friends-not contacts; follows-up on networking
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
INTERNAL: - Participates in team meetings. - Frequent routine and
complex verbal and written communication with the following
departments: - Branch Network, Home Loan Reps, IT Help Desk,
Deposit Account Servicing, Financial Advisors, Member Development
Officers, Call Center (MSCC), Fraud Management, MSSI Training, Loan
Processing and Underwriting. - Internal conversations are more
research focused (e.g., fraud avoidance and account research)
EXTERNAL: - Frequent transaction related interactions and
consultative conversations with members. - Follows-up and initiates
conversation with potential members identified at marketing and
table events. - May be required to sign-in outside vendors and
visitors as needed.
EDUCATION: High School or GED required.
EXPERIENCE: Minimum two plus year of prior experience in a banker
role at another financial institution or customer relationship
building role preferred, plus and 1 year as a Member Service
Specialist II or teller role at Golden 1 or another financial
Fosters a positive and engaging work environment. Treating others
with courtesy and respect.
Inspires others through words and actions and embracing G1's
mission, vision and core values.
Displays positive, outgoing, and empathetic attitude.
Punctual and reliable.
Takes on any task required to meet or exceed all team
Takes the initiative to identify, investigate and resolve member
issues, including operational and support situations.\
Willingness and flexibility in taking on new responsibilities as
Willingness to learn and master new and emerging banking
Presents Golden Services (Internal/External).
Assumes Positive Intent in all communication.
4. - KNOWLEDGE/SKILLS:
Functional: -Excellent oral and written communication skills.
Advanced knowledge in the following areas: - Federal Rules and
Regulations as applied to credit unions, G1 products
(consultative), deposit fulfillment (with Subshares) and
Fulfillment, Deposit Services, Lending Services, employee handbook,
Knowledge Base (G1 policies and procedures), cash handling,
teamwork, and customer service.
Technical: Basic knowledge in the following systems/applications: -
Microsoft Office (Word, Excel, Outlook and PowerPoint), eFunds,
Bridger, Card @ Once, EnAct (referrals, uncovering opportunities
and reviewing balances), ECM, Springboard, DSUI / TNav, Wire
Exchange, SBO, HRIS (ADP), Concur, Relationship Manager.
Proficient adding profiles and updating tasks, activities and notes
in EnAct. - Proficient in Maestro and LPQ.
Prolonged standing throughout the workday. A teller stool is
provided as may be needed.
Ability to lift up to thirty pounds.
Ability to frequently move about the branch to accomplish
Corrected hearing within normal range. A telephone device to
enhance hearing will be provided if needed.
Corrected vision in the normal range.
Possess sufficient manual dexterity to skillfully operate an
on-line computer terminal and other standard office equipment,
including an adding machine and typewriter, if needed.
Certified Notary Public, if required for specific branch.
Keywords: Golden1 Credit Union, Lincoln , Lincoln Branch - Member Service Specialist III, Other , Lincoln, California
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