Senior Member Service Representative - Contact Center

Mission:

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies: S.T.R.I.V.E

• Maintains our members' and employees' trust by safeguarding their financial data and information.
• Values and respects everyone's abilities, opinions, and feedback to achieve trust, safety, and well-being in a friendly, welcoming, and cooperative environment. Actively devoted to our motto of "better together."
• Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
• Generates new ideas, supports change, provides new efficient solutions, and solves problems creatively while balancing risk.

General Summary:

Under general supervision and in compliance with all federal and state regulations and USSFCU policies and procedures, assists in the daily activities involved in the operation of the retail branch and/or contact center. Serves as an ambassador of USSFCU by espousing our "Better Together" philosophy to fulfill our purpose of helping our members achieve financial success. Performs routine and complex transactions which include cash handling. Possesses strong customer service skills, able to have professional conversations with members. Develops relationships with members, engages as a member advocate, actively listens, identifies member needs and provides solutions. Is driven to meet or exceed performance and sales and service goals. Responds to questions, requests for information, and maintains knowledge of credit union products and services. Possesses a drive to succeed professionally and grow with USSFCU.

Essential Duties and Responsibilities:

• Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both external and internal members. Is efficient, results driven, and accurate. Understands the impact of their behavior and performance on USSFCU, our members, potential members, and teammates.
• Possesses advanced computer skills/data entry. Has aptitude with data and dashboards
• Demonstrated ability to cross sell credit union products and services.
• Processes Currency Transaction Reports (CTR's) and Suspicious Activity Report (SAR's), processes, balances, settles and replenishes ATM.
• Reads and analyzes credit reports for memberships and loans.
• Acts as Quality Agent (QA Cards) - Ability to understand expectations (Key Performance Indicators/KPI's)
• Processes Wires (according to verification limits and wire procedures)
• May be asked to assist at other branches and/or support the contact center depending on staffing needs.
• Maintains Knowledge of Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Member Identification Policy (MIP)
• Understands the Basics of a Complex Accounts: Power of Attorney (POA), Payable on Death, IRA's, Trusts, Representative Payee, Guardianship, Conservator Ship, Youth, Estates
• Opens and closes the branch and/or the contact center.
• Handles vault duties and balances cash drawers. (Branch Only)
• Performs routine and complex member transactions. Completes all transactions and processes accurately and efficiently. Avoids exceptions and repeat errors. Accurately balances cash and checks daily and assists with other daily balancing functions. May assist with various retail tasks such as ordering currency, reconciling various monetary instruments, servicing ATM's, verifying cash, etc. Able to apply common sense understanding to carry out detailed instructions and provide solutions.
• Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone or other channels such as email. Performs file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modifications. Able to problem solve and find solutions.
• Understands Credit (Disclosing rates, provides lending information, opening loans)
• Maintains knowledge of Select Employment Groups (SEGs)
• Works as part of the retail team in meeting and exceeding sales and service goals.
• As a member advocate, actively listens to offer referrals for products and services based on the member's needs. Accurately completes all related forms and procedures that may be required for referrals of products and services. Understands and can convey to members the appropriate rules and regulations related to the member's products and services.
• Possess the ability to solve problems and find solutions.
• Trains and coaches MSR's and new hires.
• Works interactively and positively with other team members to promote unity, communication, and consistency of operations within retail and the organization. Actively participates to help the team meet and exceed retail and organizational goals. Is results driven, possesses a high sense of urgency, and is self-motivated to succeed. Able to multitask and practices good organizational skills.
• Handles fraud (Card Services and general Information for submitting fraud forms, ability to update ID's), Account take-overs, elder abuse.
• Assists other departments as necessary and works closely with other departments in obtaining information for members or in ascertaining necessary corrections for errors.
• Maintains confidentiality of all member interactions, transactions, and documentation. Ensures that proper handling of documents occurs to include proper logging of documents for storage and/or destruction, filing, imaging, and shredding.
• Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization. Ensures timely completion of all assigned training. Strives to improve own personal performance. Takes responsibility and ownership of actions and decisions. Is dependable and adheres to assigned schedule.

Non-Essential Duties and Responsibilities

• Performs other duties as assigned.

Education: College degree or high school diploma.

Experience: 3+ years of relevant experience at a financial institution with relationship deepening, customer service and cash handling environment.

Skills: Ability to successfully completely new account and loan training within 1 year of service. Demonstrated ability to cross-sell products and services; attention to detail; Experienced with basic PC applications such as Word, Excel, and Outlook; knowledge of Credit Union policies and procedures with particular emphasis in teller and member service areas preferred. Bilingual in Spanish a plus.

Communication: Possesses excellent conversational, active listening and interpersonal skills needed to build member relationships. Possesses excellent written communication skills. Deals effectively with members and all levels of staff.

Supervisory: None Required

Time in Service: None Required

Salary Range: Metropolitan Area (DC, MD, VA) $52,878.83 - $79,318.24

Benefits: Health Insurance including Medical, Dental, Prescription, Vision, 401(k) Retirement Plan, Incentive bonus, 12 Holidays, 15 Vacation days, 9.75 Sick days, Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement.

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.