Member Services Officer II

Job Type: Full-Time

Exemption Type: Non-Exempt

Wage Amount: $20.00 hourly minimum

As an MSO II, your role will be a combination of teller, personal banker, and supervisor. You will create an enjoyable, memorable experience by providing members with exceptional service. You are responsible for processing member transactions, identifying their financial needs, and recommending valuable solutions. Your support of a sales and service culture will enable you to educate members while also supporting the goals of the credit union. As an MSO II, you are an operational expert in branch operations and will be utilized by MSO team members as a resource for more complex transactions and member issues. You will open/close the branch, provide supervisory overrides, and assist with the completion of branch monthly audits. The primary purpose of this position is to assist the credit union in achieving its mission of becoming our members’ first choice as their partner to make informed financial decisions. With the support of our exceptional staff, we provide products, services, and education while maintaining the highest standards and actively supporting our community.

Essential Functions:

Teller/Personal Banker Functions

• Perform all duties and responsibilities of an MSO I.
• Open business/trust/estate accounts and other specialized accounts as needed.
• Perform opening and closing of new/existing safe deposit boxes (where applicable).
• Provide Notary Public services (as assigned).

Branch Support

• Perform monthly teller work audits/cash drawer audits.
• Assist with researching and resolving teller out-of-balance occurrences.
• Assist with annual Safe Deposit Box Audit and Bait Money Audit (as needed).
• Ensure compliance of branch security and safety needs.
• Assist with Branch Audits ex: Cash Recycling Machine (CRM)/ATM (as assigned).
• Perform vault responsibilities to include:
• Buy/sell cash to/from team members
• Load/balance ATM/CRM
• Prepare outgoing coin/cash shipments
• Verify incoming cash shipments (as assigned)
• Order cash for branch when necessary.
• Evaluate and report any maintenance or equipment needs of branch to Assistant Branch Manager.

Supervisor Functions

• Perform supervisor overrides and check approvals.
• Assist with escalated member issues and create resolutions in a timely manner.
• Provide operational/transactional training to new/existing team members.
• Responsible for opening the branch, including the monitoring of branch opening safety procedures, updating branch reports, and ordering cash.
• Responsible for closing the branch, including balancing branch end-of-day totals, securing of assets/facilities, and monitoring overtime occurrences.
• Respond to after-hours inquiries from the credit union security provider.
• Provide supervisor/management with guidance on coaching needs of MSO team members.
• Create a positive branch culture emphasizing internal recognition of performance achievements.
• Create and implement branch schedule (as assigned).

*For information about our benefits, please click the following link: https://aplusfcu.org/about-us/career-opportunities/benefits

Education and Experience

• High school diploma or G.E.D. equivalent.
• Minimum of one year financial institution experience.
• Working knowledge of credit union policies and procedures (preferred).
• Basic knowledge of math/computer skills.

Requirements

• Must be able to stand for long periods of time.
• Part-time team members must have the ability/stamina to work at least 28 hours per week.
• Full-time team members must have the ability/stamina to work at least 40 hours per week.
• Must be able to reach, lift, bend, and carry.
• Must be able to engage in problem-solving skills to help identify and resolve member issues.
• Must be able to communicate extensively through in-person, e-mail, written, and telephone communications.

Decision-Making Capabilities

• Must be able to independently determine funds availability of checks deposited/checks cashed.
• Must be able to independently approve/deny policy exception requests for members.
• Types of Decisions requiring supervisory approval: Legal questions and situations outside A+FCU policies and procedures.