Hoosier Hills Credit Union Looking for Member Account Specialist at Bedford, IN Full Time

Salary: $18.78 – $28.17

Summary/Objective

The Member Account Specialist is responsible for assisting the Manager, Account Services in performing the various duties within the Credit Union’s Account Services Program and ensures the Credit Union stays in compliance with the rules and regulations affecting member debit and credit cards.

The Member Account Specialist will work with all stakeholders to ensure all channels, locations, employees, and members are appropriately supported. This individual should have a passion for solving the needs of our credit union and membership in today’s dynamic environment. They should be able to deliver member-centric solutions that enable business growth and have a firm understanding of both the organization and member experience.

Responsibilities

Mission and Service – Is an integral part of the Hoosier Hills Credit Union and Service Center team in living out our corporate mission; “To be better for our members by making a positive difference in their lives and the communities we serve.”

• Consistently delivers outstanding service to both internal and external members that is in alignment with the Credit Union’s Service Promises.

• Always acts in the best interest of the member and the Credit Union.

• Maintains the highest level of professionalism when interacting with other employees through friendly, informative, and helpful communications, which are key to understanding and identifying member needs, solving problems, and in representing the Credit Union. Builds rapport by establishing credible relationships with other employees through consistent high-quality service.

• Increases member satisfaction by taking ownership of each request and being highly responsive to the needs of CU staff.

• Takes initiative to continually evaluate and meet/exceed the departmental needs and goals.

• Develops and maintains collaborative working relationships with internal and external clients by applying excellent verbal, written and telephone communication skills.

• Exercises sound ethical judgment and discretion by applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating issues with transparency.

• Demonstrates ability to innovate and assess data to identify opportunities to achieve efficiencies as the organization develops and grows.

• Utilizes other business units as needed to assist employees and thus the members.

Member and Business Focus – Continuously champions knowledge of and experience with member interactions to be a trusted resource in developing and expanding the membership with each opportunity for member interaction.

• Creates business value for the membership and aligns the organization with success by providing consistent, accurate, and outstanding service.

• Serves as a trusted resource to members and fellow team members by serving as being a subject matter expert on specific topics, such as POA and trust accounts, wires, deceased account issues, account file maintenance, quality control reviews, and integration with the core and other software systems.

• Engages in problem resolution from start to finish by clarifying the issue, determining the cause, and following up to ensure there is a resolution.

• Remains current on regulations pertaining to member accounts and wires.

• Stays current on job-related technologies, procedures, regulations and/or information and shares that information with the Manager, Account Services.

• Makes recommendations for revisions that would improve the account services programs, including recommendations for enhancements or modifications to procedures and automated systems.

• Communicates with members, other employees, and outside parties as necessary to administer the review and processing of specialty accounts, members wires, and other actions within the responsibility of the department.

• Champions Account Services programs and related program initiatives. Learns new procedures and products quickly, transferring knowledge to others, and embraces technology and innovation. Adhere to all applicable Credit Union policies, procedures, and regulations.

• Participates in Account Services Program strategy formulation, continuously enhancing controls, processes, and employee and member education.

• Resolves problems or discrepancies concerning member accounts, and transitions between responsibilities effectively and efficiently to meet the needs of the members. Recommends products and services that enhance members’ financial wellbeing.

Acumen and Technical Savvy – Possesses proficiency in account maintenance, banking systems, and process knowledge to ensure records accuracy, policy compliance, and member satisfaction with every transaction.

• Assists Manager, Account Services in administering all aspects of the Account Services.

• Maximizes use of existing and newly implemented systems and processes to identify new initiatives, new products, and process modifications that may affect the Credit Union’s Account Services operations.

• Oversees and maintains the credit union’s overdraft protection program.

• Processes CD renewals for all Service Centers and creates and maintains all associated documentation.

• Processes Garnishments and Levies as received, mails letters and/or checks, and replies to correspondence from requesting party.

• Maintains HSA and IRA Accounts and assists with year-end tax reporting process.

• Processes and monitors various member account activity, including, but not limited to, stop payments, wire transfers, ATM deposit hold releases, negative share accounts, charge-offs, and dormant, inactive, and abandoned accounts.

• Maintains Title Tracking and sends correspondence to members as needed for missing titles, co-borrower information, and incorrect VIN data. Tracks CPI policies and force place as necessary.

• Reviews, releases, and posts files for checks submitted via Mobile Deposit Capture (MDC) or Business Remote Deposit Capture (bRDC), and works with EFT Specialist to make deposits for all Commercial Members that use the Remote Deposit Capture software.

• Oversees daily check balancing process and works with appropriate staff regarding outages.

• Assists BSA/Fraud departments in reviewing compromised account alerts (CANS) and reports all counterfeit, altered/fictitious checks to AFS.

• Prepares a variety of reports including those pertaining to share drafts, negative balances, charge offs, exceptions, etc.

• Understands and maintains compliance with Credit Union policies and procedures, and applicable laws and regulations.

• Completes annual Bank Secrecy/OFAC and any related training as assigned by Training or Compliance Staff.

Teamwork and Collaboration – The consistent focus on team involvement and in personal growth through sharing and implementation of creative ideas that provide membership business value and enhance a positive work environment

• Maintains supportive communication with supervisor and team members, reports problems, developments, changes, and other important information regarding responsibilities.

• Executes established business plans through awareness, involvement, constant communication, and continual learning.

• Shares opportunities for improvement with appropriate managers.

• Attends and supports branch events and other community outreach efforts as needed, as well as attending to operational needs and issues as they arise.

• Strives to improve self and team to create strategies for future-focused positive results.

PM19

Education and/or Experience

• High school diploma or equivalent.
• A minimum of six months similar or related experience required.

Qualifications

• Excellent communication skills (both oral and written).
• Professional appearance and demeanor, good interpersonal relations skills, and positive and optimistic outlook.
• Strong knowledge of retail delivery products and other Credit Union products and services.
• Proven accuracy and integrity of work.
• Strong and consistent sales and service performance.
• Employs tact and sound judgment required to solve day-to-day problems within established guidelines.
• Ability to gather and analyze data.
• Ability to establish and maintain positive working relationships with management, peers, employees, and vendors.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Basic knowledge of word processing and spreadsheet software.
• Be able to manage strict deadlines and time sensitive duties accurately & efficiently.

Work Environment/Physical Demands

• Normal accessibility of branch and corporate work sites required for the position.
• Normal physical mobility and agility, which includes movement from place to place on the job, and the ability to maneuver body while in place.
• Normal dexterity of hands and fingers.
• Normal coordination, including eye-hand, hand-foot.
• Works in typical administrative setting with climate control and appropriate lighting.
• Work requires occasionally lifting and carrying up to 50 pounds, taking frequency into consideration.

PI196368117

Hoosier Hills Credit Union