Job Title: Member Service Officer
Department: Branch Administration
Reports To: Assistant Branch Manager
FLSA Status: Non-Exempt
Grade: 6

SUMMARY

The Member Service Officer is responsible for processing new accounts, member service requests, teller transactions through in-person channels. Assists in creating an environment and culture to make members dreams come true.
Essential Duties and Responsibilities Include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their manager.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

Experience- Up to 6 months of related experience.
Education- Has a high school degree or equivalent.

LANGUAGE SKILLS

Ability to write reports, business correspondence, and procedure manuals such as Standard Operating Procedures (SOPs). Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public. Must be able to read and write using the English language.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, amortizations, proportions, percentages, cash flow, net present values, and depreciation. Ability to apply concepts of basic algebra and arithmetic.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

NEW ACCOUNT DUTIES

• Open new accounts and perform new member onboarding process
• Meet or exceed deposit goals
• Perform initial quality review on new account

MEMBER SERVICE REQUEST DUTIES

• Complete butterflying account process
• Perform and resolve routine account-related requests, inquires, and issues
• Create leads and cases for member products and services that are unable to be resolved.
• Verify and assist with renting, maintaining, and auditing of Safe Deposit Boxes
• Complete opening and closing duties for branch
• Follows account comments, warnings, and notes
• Manage and maintain member appointment schedules and lobby traffic
• Escort vendors to appropriate department
• Process disputes
• Process wires, POA requests and IRAs
• Review and Correct any account errors

TELLER DUTIES

• Processes and verifies cash, check, deposits, withdrawals, transfers, loan payments
• Completes end of day procedures
• Completely and accurately fill out CTRs
• Properly identify shared branching members, ensure completion of appropriate paperwork and fulfill transaction requests
• Maintain vendor relationships
• Verify cash replenishments from Loomis
• Returned check review in Tranzact
• Audits: Daily work and returned checks
• NetTeller setting up and frozen account corrections
• Complete eCTR/ adding CTR transactors
• Complete SARs when needed

LOAN DUTIES

• Answer routine loan-related requests and inquiries

COMPLIANCE AND FRAUD PREVENTION DUTIES

• Perform, prepare, and obtain all necessary verification and documentation for products and services
• Completely and accurately obtain and input all CIP information for new accounts.
• Properly update all necessary CIP information in the core processor for all applicants, and applicable transactions.
• Accurately perform OFAC during transactions such as but not limited to: opening new accounts; adding individuals to an account or shares; producing cashier’s checks ; initiating wires, etc.
• Accurately identify all members using RGCU approved types of identification for all transactions.
• Completely and accurately fill out CTRs and SAR for RGCU members or customers and Shared Branching guest members.
• Ensure that all accounts and transactions are reviewed for the appropriate red flags.
• Reviews transactions and sends suspicious activity to Risk Management via the compliance email group for review

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.