Member Services Officer 2

About the role

The Member Services Officer 2 is responsible for performing a wide range of banking transactions, assisting members with their banking needs and effectively cross-selling products, services and solutions. Some duties may involve working with members via ITM. Promotes and maintains a positive image of CoastHills.

Responsibilities

• Processes banking transactions, such as withdrawals, transfers of funds, requests for account information, etc. by telephone, mail and/or Interactive Teller Machine (ITM).
• Opens new memberships and share accounts and closes accounts as requested.
• Responds to member concerns and requests; assists with completion of forms and documents.
• Prepares and processes authorized account changes.
• Processes cashier’s checks, money orders and other services and transactions.
• Explains, promotes and cross sells CoastHills services, products, programs and investment opportunities; cross-sells Wealth Management services as well as e-statement account conversions.
• Proactively responds to members’ inquiries and requests using product knowledge.
• Researches member issues and questions in Base2000.
• Operates a variety of office equipment and machines.
• Researches member issues involving NSF return items and claims of fraudulent account activity.
• Researches account loan transactions to resolve payment issues.
• Uses Loans PQ to assist members with application status, branch assignment and denial reason.
• Provides information to members on loan options, rates, terms and collateral requirements.
• Informs members of necessary information required to complete loan applications.
• Provides information regarding State/Federal regulations to members when issues arise.
• Prepares and processes stop payments/revoke authorizations, check orders, sole proprietorships and bank wires.
• Aid with online banking, bill payer, and mobile deposit questions/issues.
• Researches GAP (Guaranteed Asset Protection), MBI (Mechanical Breakdown Insurance) and Debt Cancellation (Life, Unemployment, Disability) issues that members encounter and provides documentation requested, answering members’ questions regarding loan coverage.
• Uses FI Manager to reset HB, allow access to FI-FI and respond in message center.
• If assigned to ITM, processes member transactions, accurately balances ITM daily balance to Episys balance sheet.
• Maintains a high level of accuracy and attention to detail.
• Makes regular rounds to monitor status of ITMs and notify appropriate employees of issues or problems.
• Uses computerized systems for member authentication or information validation before conducting transactions.
• Regularly attends and participates in in-house training.
• Performs duties as assigned by management and may be assigned to work at any location.

Requirements

• Minimum one year of customer service and/or cash handling experience in a retail or banking environment.
• Successful completion of core competencies certification and Member Services Officer Level 2 certification within six months of employment.
• Knowledge of branch operational activities and basic understanding of lending practices and policies.