Member Services Representative

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must preserve all substantive info, no boilerplate. Remove cookie/navigation/legal/EEO etc. Also remove duplicated lines. Must not include sections with placeholder like "commensurate with experience". The posting includes purpose, enhanced expectations, performance expectations, modules required, minimum requirements, job environment, physical demands, etc. No explicit pay, schedule, benefits mentioned. So we should not include Pay, Benefits, Schedule sections unless present. There's no mention of pay, benefits, schedule. So we will include sections: About the role (maybe from purpose), Responsibilities (enhanced expectations + performance expectations), Requirements (minimum requirements), Qualifications (maybe preferred education etc), Skills (maybe communication, problem solving, etc). Could also have Modules Required as a section? Not in list but could be under Requirements or Qualifications. But we must follow allowed headings list; we can only use those headings. So we need to map content to those headings. We have: - Purpose: "If you are motivated and believe in the credit union philosophy of 'People Helping People,' join our team! Purpose The Member Services Representative must possess all the basic essential knowledge of branch operational procedures. They communicate and explain product information to members and answer general questions, including functions such as cash box management, account origination and maintenance, and all other services as needed." That's about the role. - Enhanced Expectations and Responsibilities at this Position Level*: list of bullet-like sentences. - Performance Expectations and Essential Responsibilities*: another list. - Modules Required: list. - Minimum Requirements: list. - Job Environment: description. - Physical Demands: description. We need to produce sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have no Benefits, Pay, Schedule => omit. We need to decide what goes where. About the role: purpose paragraph. Responsibilities: combine Enhanced Expectations and Performance Expectations (both are responsibilities). Could also include modules? But modules are training requirements, maybe under Requirements or Qualifications. Requirements: Minimum Requirements (must have high school diploma, preferred bachelor's, etc). Also maybe include "Must have met all requirements of the Assoc MSR role" etc. Qualifications: maybe include "Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP)." Also "Must have demonstrated proficiency in all aspects of the Assoc MSR role." Could be qualifications. Skills: communication, problem solving, self-motivated, dependable, active listener, aptitude for meeting people, etc. We also have Job Environment and Physical Demands; where to put? Could be under Requirements? Or maybe under About the role? But we must preserve all substantive info. Could add a section "Working Conditions" but not allowed headings. We could incorporate into About the role or Responsibilities? Better to add a section "Job Environment" but not in allowed list. The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It implies we should use those headings; we can also use other headings? It says "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, but likely they expect only those headings. Safer to stick to those. Thus we need to fit Job Environment and Physical Demands into one of those sections, maybe under Requirements or About the role. Could add a paragraph under About the role describing environment. We must not invent or summarize away detail. Must preserve all substantive information. So we need to include the details about office setting, background noise, physical demands (sitting, use hands, lift 10-15 lbs). We'll include them in About the role or Responsibilities? Probably About the role includes purpose and environment. Let's craft:

About the role

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team! The Member Services Representative must possess all the basic essential knowledge of branch operational procedures. They communicate and explain product information to members and answer general questions, including functions such as cash box management, account origination and maintenance, and all other services as needed. The position is based in an office setting with physical proximity to other employees and members, with some background noise from other employees, printers, telephone and coin machine. The job requires a substantial amount of sitting, use of hands and fingers to press keys on a computer keyboard to enter or retrieve information, use of hands and fingers to press telephone keypad and lift telephone receiver, ability to comprehend phone calls, and ability to lift 10‑15 pounds.

That covers purpose, environment, physical demands. Now Responsibilities: combine Enhanced Expectations and Performance Expectations. We need to use

• for any list of duties/requirements/benefits. So we will list each responsibility as
• . We must preserve all substantive information; not invent or summarize away detail. So we need to include each bullet point exactly as in text, maybe rephrase slightly but keep meaning. Let's extract Enhanced Expectations and Responsibilities at this Position Level*: - Proficiency in account maintenance and opening all account types for new members while following MIP procedures. - Open and process maintenance on tax advantaged accounts, process foreign and domestic wire transfers, redeem savings bonds, and help order and return foreign currency. - Obtain and execute Notary Public services as requested by management. - Engage with community as requested by management by attending community events to enhance Credit Union presence. - Maintain a current and comprehensive knowledge of credit union products and services, and independently possess an ability to educate members and make recommendations based on their needs. - Contact members and document efforts regarding deposit and/or loan collection reports as directed by management. - Perform subsequent advances on existing open and home equity lines of credit after completing the “Advances” module. - Assist with member safe deposit box access AFTER completing the “Safe Deposit Box” Module and Annual Safe Deposit Box Training. Performance Expectations and Essential Responsibilities*: - Comply with all Credit Union policies and regulatory requirements. - Ensure all member information remains confidential and members’ accounts are accessed for business purposes only. - Security and control procedures must be followed by all branch employees. - Serve members by processing transactions in the appropriate system and balancing a cash drawer in accordance with Performance Measurement Criteria standards. - Possess a thorough understanding of SECU Check Acceptance Guidelines and Hold procedures. - Greet and assist members in a courteous, professional, and timely manner through all service channels – in-person, phone, and digital communication. - Answer phones and assist members with service requests. - Operate a drive-through window as needed. - Balance the vault, automated teller machines, teller cash dispenser, and coin sorter. - Evaluate daily mobile and automated teller machine check deposits. - Help verify and prepare cash delivery and shipments. - Interact with other departments to facilitate member requests. - Organize, file and scan documents daily. - Troubleshoot problems with member accounts, cards, and on-line access including processing disputes. - Knowledgeable in CXone and be able to assist MSS as requested. - Knowledgeable in basic Financial Advisory and Real Estate Services (i.e., insurance, retirement planning, investment services, trust, and mortgage services) and able to provide quality referrals. - Review and take appropriate action on negative checking, NSFB, and Share Below $25 report. - Maintain daily and monthly records for various reports – i.e., return items, forgeries. - Exhibit a positive attitude toward members and teammates while maintaining professional appearance and demeanor. - Participate in additional training and continuing education to enhance knowledge of branch operations. - Regular attendance and punctuality are mandatory. - Complete additional tasks assigned by management and other administrative duties as needed. We'll combine these into one list under Responsibilities. Now Requirements: Minimum Requirements list. - Must have high school diploma or GED equivalent. - Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP). - Must possess an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union. - Must have excellent communication skills, both verbal and written. - Must be self-motivated and dependable. - Must have a demonstrated ability to problem solve and use good judgment. - Must be an active listener and communicator. - Must have demonstrated proficiency in all aspects of the Assoc MSR role. - Must have met all requirements of the Assoc MSR role. - Minimum of 2 years of SECU or directly related experience strongly preferred. - Excellent balancing record with no gross balancing violations or exceptions in the preceding 6 months. - Has completed all required quarterly training courses & other training assigned by management. - Consistently demonstrates SECU’s Core Values. - Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment. Note: Some of these are more like qualifications/skills. But we will put them under Requirements. Now Qualifications: maybe we separate preferred education and certifications? But we already included preferred degree in Requirements. Could move preferred education to Qualifications. However we need to avoid duplication. Let's think: The instruction says preserve ALL substantive information; we can allocate sections as we see fit, but we must not duplicate content. So we need to split the minimum requirements into two categories: hard requirements (must have) vs preferred qualifications. Could put must-haves under Requirements, and preferred under Qualifications. Also skills under Skills. Let's categorize: Must-haves (requirements): - Must have high school diploma or GED equivalent. - Must possess an aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union. - Must have excellent communication skills, both verbal and written. - Must be self-motivated and dependable. - Must have a demonstrated ability to problem solve and use good judgment. - Must be an active listener and communicator. - Must have demonstrated proficiency in all aspects of the Assoc MSR role. - Must have met all requirements of the Assoc MSR role. - Minimum of 2 years of SECU or directly related experience strongly preferred. (This is "strongly preferred" but still a requirement? It's preferred; maybe put under Qualifications.) - Excellent balancing record with no gross balancing violations or exceptions in the preceding 6 months. - Has completed all required quarterly training courses & other training assigned by management. - Consistently demonstrates SECU’s Core Values. - Must complete the Credit Unions Core Module Program within 12 months of hire date as a condition of employment. Preferred qualifications: - Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP). Skills: - Aptitude for meeting people and developing member confidence, respect, and trust. - Excellent communication skills (verbal and written). - Self-motivated and dependable. - Demonstrated ability to problem solve and use good judgment. - Active listener and communicator. - (Maybe also knowledge of specific systems: CXone, Financial Advisory, Real Estate Services, etc.) Those could be skills. But we already have communication etc under Requirements; we might duplicate. Better to keep Requirements as the mandatory items (high school diploma, etc.) and put skills under Skills section. However the list includes many skill-like items that are also requirements. To avoid duplication, we could put all mandatory items under Requirements, and then under Skills we list specific competencies like "Knowledgeable in CXone", "Knowledgeable in basic Financial Advisory and Real Estate Services", "Ability to educate members and make recommendations", etc. But those are also in responsibilities. Hmm. Given the instruction to prefer a few substantive sections over many thin ones, we could combine Requirements and Qualifications into one section