Lead Member Services Specialist

Want to be part of an organization that makes a difference? Come join our team!

Position Summary:

The Lead Member Service Specialist handles all essential duties of a Member Service Specialist (MSS) and serves as the primary point of contact for resolving escalated member situations, as well as addressing complex member and employee issues or inquiries. They assess when issues require escalation to the Branch Manager. Additionally, they monitor branch traffic and make adjustments to shift and lunch schedules to maintain high-quality member service.

Essential Functions:

* Engage members and prospective members in conversation about their banking and financial needs and recommend appropriate solutions, including referrals to Credit Union Financial Advisors, Mortgage Loan Officers and Commercial Services.

* Establish new members and share accounts. Look for other products/services that may be of value to the member. Perform TD requests including new purchases, renewals and surrenders.

* Provide first contact resolution by assisting members in resolving account and service issues. Approve fee refunds the members, when applicable.

* Act as the primary contact for members seeking consumer loans and credit cards. Originate and input loans into the Credit Union's loan operating system while gathering required information and documentation.

* Accurately complete Monetary Instrument logs, Currency Transaction Reports (CTRs) and Unusual Activity Reports (UARs) as warranted by transaction activity and in accordance with BSA policy. Report all suspicious activity to the BSA officer.

* Process teller transactions including cash and check withdrawals, account-to-account transfers and share deposits. Process cashier's check and money order purchases and VISA cash advances.

* Provide members with account and membership status including current balances, loan pay-off figures and other information as needed. Update member contact information, identification and other data as appropriate.

* In the absence of the Branch Manager, handle all aspects of Branch management including scheduling, problem escalation, and operational matters.

* Provide assistance to all Member Service Specialists during complex member transactions, troubleshoot errors and make exceptions on a case-by-case basis.

* Be the primary contact for training of new MSS' in branch. Create and develop an in-branch training program that provides consistency, clarity and new ideas. Communicate new information and/or policy changes when applicable.

High School Diploma; 2 to 5 years of experience in a customer service or sales position with experience assisting and recommending products and services to better enhance the customers' overall well-being preferred; demonstrated cross-selling ability; excellent member service skills; and excellent computer skills, including Word, web, and Excel, as well as experience using mobile devices, tablets, etc. Previous experience in banking required, leadership experience preferred.

Hours: 37.5 hrs/week

Telecommute Status: On-site

Reports to: Worcester Branch Manager

Paygrade 09: Min: $26.86 - Mid: $33.57 - Max: $40.29