The Member Service Associate handles various levels of member transactions and cross selling in an efficient and effective manner. This position requires an effective understanding of the Credit Union's policies and procedures on processes such as: basic cash in/out transactions, system utilization, and regulatory compliance. The MSA will be required to utilize member relationships techniques that pertain to good member service, sales skills, problem solving, and telephone interviewing etiquette. The MSA will be required to meet productivity standards and demonstrate accuracy and thoroughness within their job performance. MSAs will counsel members on Credit Union services/transactions that will improve their financial situation.
The MSA will meet with members, potential members, and prospective borrowers either face-to-face and/or by telephone. All MSAs may be temporarily assigned to other branches or departments in order to meet the business needs of the Credit Union.
This job description is also intended to be a road map for MSA career advancement.
Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
MSA I – Level I Duties and Responsibilities
Handles member account transactions that may include deposits, withdrawals, transfers, cashing checks, selling money orders, traveler’s checks, and VISA gift cards
Assist members and potential members with loan transaction and credit card inquiries
Performs cash and check transactions including settlement of a cash drawer and balancing of end of day check items.
Cross-sells Credit Union services and products
Follow regulatory guidelines and risk management that may apply to transactions and/or processes
Utilizes online resources and communicate proficiently through email to coworkers and members
May assist with training newly hired Member Service Associates
MSA II Duties and Responsibilities (Has all job duties of an MSA I)
Performs more advanced cash transactions such as business account and IRA transactions
Answers phones and completes outbound sales calls
Assist members and potential members with establishing and monitoring share/savings services
Handles general new account applications and account openings
Assist members and potential members with establishing advanced/specialty account services including Trust, Estate, Foreign and Non-Resident Alien accounts
Handles complex member situations such as Deceased Member, Guardianships, and Representative Payee accounts
Handles ACH/Payroll/Direct Deposit, Wire Transfers, and Stop Payment set up and changes
Trains MSA Is
MSA III Duties and Responsibilities (Has all job duties of an MSA I – II)
Handles consumer loan and home equity application processing, document collection, and disbursements
Advise members regarding available insurance protection (life, disability, gap, etc.)
Trains MSA Is and IIs
MSA IV Duties and Responsibilities (Has all job duties of an MSA I – III)
Counsels and assists members with opening Tax Qualified accounts (HSAs & IRAs)
Assist members with Investment Services and make qualified referrals
Opens and/or understands Business Accounts and educates members on basic business lending services
Utilizes Balance Presentation
Handles written communications to members and coworkers
Assists members with account reconcilement
Completes quality control processes
Assist with Business Development activities
Trains MSA Is - IIIs
MSA V Duties and Responsibilities (Has all job duties of an MSA I – IV)
Mentors employees in the MSA I-IV levels
Has override privileges
Provides cash management support
May act as back-up Head Teller or have Branch Opening/Closing responsibilities
Trains MSA Is - IVs
The MSA must possess attributes such as: detail ability, service orientation, social confidence, initiative, patient listening, and versatility. MSAs must also be dependable and flexible. Must be comfortable with sales and service.
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.
EDUCATION and/or EXPERIENCE
High school diploma or general education certification (GED).
Requirements For Internal Advancement:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure/policy/training manuals. Ability to speak effectively to members and coworkers.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals. Ability to compute rate, ratio, and percent.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
OTHER SKILLS AND ABILITIES
Keyboard/typing, 10 key calculator, personal computer and Microsoft Office Suite, telephone, fax, copier, etc
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to handle, or feel objects, paperwork, tools, or controls; and speak intelligibly and hear. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop or kneel. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate.
NASA FCU is an equal opportunity employer committed to diversity in the workplace. We promote a drug-free work environment.