Lead Member Service Officer, Downtown, Bilingual Encouraged

Job Title: Lead Member Service Officer

Department: Branch Administration

Reports To: Branch Manager

FLSA Status: Non-Exempt

Grade: 7

Summary 

The Lead Member Service Officer is responsible for assisting the team and management with department operations and goals, staff development, and training. 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.

Lead Duties

• Assists with training and development of department staff.
• Assist in making appropriate staffing and service recommendations.
• Review and recommend process changes to increase efficiency and better serve the member
• Troubleshoot and resolve issues related to service delivery channels
• Resolve member complaints
• Act as a subject matter expert by assisting staff as needed 
• Assists with various quality control processes, audits and branch operations to maintain high compliance standards
• Assists with branch security

New Account Duties

• 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 and access 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
• Assist vendors as necessary
• 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
• Balancing and correcting TCR machines
• Verify cash replenishments from Loomis
• Accurately manages and balances a cash drawer

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 
• Ensure that all accounts and transactions are reviewed for the appropriate red flags

Member Service

• Perform, prepare and obtain all necessary verification and documents for products and services
• Come to work every day with a member focused, passionate, and dedicated approach
• Approach every member situation from a caring, helpful, and open-minded approach
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier
• Assists in any other areas as directed by Leadership

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 - 6 months to 2 years related experience

Education - 2-year college degree or completion of a specialized course of study OR 2 years related experience

Physical, Mental and Working Requirements

This position requires the ability to perform primarily sedentary office work, operate standard office equipment, and use a computer for extended periods. Must be able to communicate effectively, follow instructions, manage multiple priorities, and maintain professionalism under deadlines. Work is performed indoors in a climate-controlled environment. Occasional extended hours or off-site travel may be required. Regular attendance and the ability to handle confidential information are essential.

Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.