Member Service Officer I

True Sky Credit Union

Structured Compensation - Job Description

Member Service Officer I

Data Year: 2020
Prepared On: 02/19/2020

Department:

Branches

Grade:

7

Reports To:

Branch Manager

Classification:

Non-Exempt

Supervises Direct:

0

Supervises Indirect:

0

Approved By:

President

Effective Date:

02/13/2020

Revised Date:

02/19/2020

Role:

Provide a single source of excellent service to serve our members with their financial needs. Proactively cross sells credit union products and services within the guidelines of the established performance program. Active participation to meet branch WIG program, lead measures, and commitments. Provide high quality service to empower our members and enrich their lives.

Essential Functions & Responsibilities:

E

35%

Meet or exceed the established individual loan and member branch WIG expectations. Accurately and confidently assisting members with all loan and member service requests.

E

25%

Enthusiastically promote and sell all Credit Union products and services to enhance our member’s financial well-being.

E

20%

Adheres to “Great Service Guidelines” to deliver our commitment of providing high-quality service to empower our members and enrich their lives. Promote a positive culture by embracing and adapting to new technology and changes in the workplace.

E

15%

Support and participate in the Credit Union's loan development program to ensure branch WIG goals, lead measures, and commitments are met. Effectively uses Co-Pilot program to review all credit opportunities to save our members money.

E

5%

Performs other duties as assigned in a positive and team-oriented manner.

Performance Measurements:

1.

Participate in branch WIG expectations, including commitments to achieve the established individual loan and member goal. Attend and engage in weekly meetings making adjustments as required to meet minimum expectations.

2.

Meet or exceed the established expectations of selling all ancillary products and additional products and services utilizing Co-Pilot Program.

3.

Consistently deliver exceptional service by following “Great Service Guidelines.” Arrive to work on time to serve members and keep unscheduled absences or tardiness to no more than one per month. Receive acceptable performance feedback from secret shopper program. Promote a positive culture by embracing and adapting to new technology and changes in the workplace.

4.

To stay current and comply with all federal and state regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC) and all credit union policies and procedures.

5.

Perform other duties as assigned in a positive and team-oriented manner.

Knowledge and Skills:

Experience

One year to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills

Must have good communication skills. 10-key calculator, computer skills and typewriter skills. Bilingual skills preferred.

Physical Requirements

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 occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, talk and hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work environment characteristics 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 not exposed to weather conditions.
The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.