Location: SANTA ROSA and SEBASTOPOL
Salary: $21 - $29.71 Hourly
Position Summary: Performs an extensive range of transactional duties. May perform all duties of the MSR positions including guidance in the efficient and accurate handling of member needs. Resolves complex member problems and performs consumer lending functions.
Major Duties and Responsibilities:
Member Service
- Perform and comprehend all functions of the MSR II levels.
- Perform service dependably and accurately, cross-selling CFCU products and services at every opportunity, always demonstrating member service standards.
- Provide account information in person, by phone or via e-mail and video
Transaction Processing
- Perform all functions of the MSR II positions including complex transactions and loan transactions.
- Assist MSRs with balancing.
Experienced New Account Processing & Account Administration
- Perform all New Account processing and account administration as required by CFCU standards.
- Perform all file maintenance functions, including placing proper and accurate share comments according to CFCU standards.
- Handle all aspects of IRA accounts including but not limited to: opening, closing, rollovers, transfers, contributions, and distributions
Electronic Services
- Assist members with stop payment request paperwork for share drafts and ACH/EFT items.
- Expert knowledge of online banking, bill pay, and other electronic services for cross-selling, resolving member issues, and assisting co-workers as needed.
- Assist members with using the ATM as needed.
- Assist with filling/balancing/troubleshooting of automated cash machines as needed
Loan Processing
- Answer questions regarding lending needs and requests; have a working knowledge of CFCU lending guidelines in accordance with CFCU policies and procedures.
- Process, close, fund and disburse loans as needed.
- Cross-sell additional loan products and services such as GAP, Debt Protection, and other CUNA insurance products
Additional Duties
- Particularly in select smaller branches, may need to act as Branch Manager, answering questions, solving problems, helping with complex transactions and sensitive member relations problems. Explain policies and procedures to members.
- Perform other tasks as assigned by management.
- Ability to “travel” as needed to cover any location vacancies
- Attend regular departmental and company-wide meetings.
- Will participate in rotation of working a Saturday via video appointment
Required Knowledge, Abilities, and Education:
- Proven leadership skills with excellent member service and communication skills including written, verbal and listening skills.
- Ability to interact effectively over the telephone, via e-mail, and video. Effectively communicate with difficult members.
- Ability to work and communicate effectively with all levels of the organization.
- Excellent organizational skills, team skills, and adhere to CFCU clean desk policy and security policies.
- Ability to use PC and work in Microsoft Office Suite programs.
- Working knowledge of all CFCU account and loan products and services.
- High school diploma.
- Six months or longer as CFCU MSR II or two years or more in the financial services industry.
Beneficial Education and Experience:
- Notary (or ability to become one within 90 days) is required
- Customer and/or retail experience is expected
- Bilingual (Spanish) is beneficial
