Member Relationship Officer

at  Empeople Credit Union

SUMMARY:

The Member Relationship Officer is responsible for delivering the distinctive Empeople Credit Union member experience by serving as a concierge in a progressive and innovative environment. Responsibilities include promptly greeting members in the retail branch lobby, providing account servicing including: processing account transactions (including cash), handling general account maintenance functions, and educating members on products and service offerings in addition, the MRO will process cash advances, print and mail instant issue cards and be cross-trained to serve members over the phone. MRO’s have access to top-tier service and sales training. While sales are encouraged, they are not required. If a career path in sales is desired, MRO’s have access to full-time sales positions.

KNOWLEDGE OF:

• Empeople Credit Union products and services
• Empeople Credit Union policies and procedures pertaining to Member Services

REQUIRED EDUCATION AND EXPERIENCE:

• High School diploma or GED and two years of customer service experience including cash handling.
• Ability to speak multiple languages is preferred.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Enthusiastically greet members as they enter branch lobby, acting as a concierge of the Empeople Credit Union experience. Welcome and acknowledge all members according to company standards, anticipate and address members’ service needs, assist individuals with disabilities, and thank members with genuine appreciation.
• Search for opportunities to promote products and service-usage to members that would benefit members and enhance their economic well-being. Educate members on Credit Union self-service digital technology: Mobile Banking, Online Banking, Bill Payment, remote deposit capture, debit cards, e-statements, ATMs, alerts.
• Handle all account servicing requests from members. Coordinate and carry out deposit and member services functions in accordance with policies, principles, and procedures.
• Answer questions about products and services and resolve problems that are within the authority to resolve. Refer problems that are beyond the scope of responsibility to the supervisor, along with recommendations for solutions.
• Identify cross-sell opportunities, and make product and/or service recommendations as the needs arise, and hand-off to appropriate branch staff or business line to complete the sale
• Responsible for daily credit union business including record retention, cash management, inventory, daily reconciliations, and office security. Ensure all required paperwork and documentation are accurately completed, adhering to the Credit Union’s policies and procedures
• Operate cash transaction drawer. Responsible for investigating and resolving all balancing offages and discrepancies, including MRO cash drawers and cash recycler totals.
• Processes regular Member transactions including servicing Member accounts, accepting loan payments, cashing checks, verify currency, balancing cash drawer, night deposits, correct

discrepancies and make necessary adjustments. Balance Automated Teller machines

(ATMs) and Teller Cash Dispensers (TCDs)/ Teller Cash Recyclers (TCRs) as necessary

• Represents Empeople Credit Union with a professional image. Ensures that the office image is favorable, reflecting a sound and secure financial institution that employs prudent housekeeping procedures, safety measures, and provides a pleasant atmosphere for members, including privacy, confidentiality, and ease of use.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Assures proper coverage, training, and functioning of the lobby area as well as ensuring that members are greeted and assisted promptly.
• Integrates the credit union philosophy and operating principles and diligently promotes the credit union’s Mission Statement into work habits, processes, and service delivery systems.
• Comply with quality assurance expectations and standards.
• Provide Notary services to members
• Perform other related duties as assigned
• Strong organizational, accuracy and detail orientation skills required

ADDITIONAL RESPONSIBILITIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.