LEAD MSS

Major Duties and Responsibilities

• Maintains the MSS team for quality assurance and provides coaching and development with consistent feedback to team members.
• Assists management with daily operations and provides feedback to management on a consistent basis.
• Processes transactions, answers inquiries and resolves problems or discrepancies with member accounts.
• Obtains and accurately records information required for the provision of services.
• Counsels on product selection or use, opens new accounts and processes consumer loans.
• Proactively seeks out cross training opportunities to better assist members.
• Provides friendly, professional, and confidential assistance to members promoting positive member experience.

Qualifications

• Maintains knowledge and thorough understanding of credit union processes, products and services to effectively assist members in the assigned capacity.
• Uses every encounter as an opportunity to advise or educate the member about additional services or programs that might benefit them.
• Maintains knowledge of product and service offerings.
• Demonstrates customer service skills, attentiveness, tact and diplomacy in dealing with members and co-workers.
• Troubleshoots and resolves member and internal inquiries in a timely, professional and accurate manner.
• Informs and advises member of status or enhancements to current account productivity and suggests resolution on account disputes and other account activity.
• Works actively toward individual, branch and credit union goals while ensuring quality service is provided.
• Seeks opportunities for to improve efficiency and communicates to leadership.
• Participates in cross training for personal growth.

Skills

• Customer service skills
• Product knowledge
• Problem-solving abilities
• Communication skills
• Confidentiality and security awareness