Member Services Officer III (Supervisor)
Job Type: Full-Time
Exemption Type: Non-Exempt
Wage Amount: $23 hourly minimum
General Summary – Primary Functions
The primary purpose of the Financial Services Consultant III is to create an enjoyable, memorable, and impactful experience through the delivery of exceptional member service while building strong, long-term financial relationships and striving to positively impact members with each interaction. In accordance with established policies and procedures, the Financial Services Consultant III will engage in consultative conversations with members, identify their financial needs, and recommend valuable solutions to improve their financial well-being and quality of life. As a branch leader, their knowledge and skillsets will be utilized to assist (team) members with more complex member services and problem resolution. The Financial Services Consultant III will uphold the Credit Union’s member consultation and service-level expectations, coaching team members to advance their skillsets and improve overall employee engagement.
Member Consultation
- Engage in meaningful consultative conversations, uncovering members’ needs and recommend products and services to improve their financial lives.
- Embody sincere empathy and display a deep passion for helping members achieve their financial goals.
- Assist members and prospective members with opening/closing deposit products and services.
- Recommend lending products/services and assist members with loan applications through video lending or refer to a branch lender.
- Identify and refer investment opportunities to A+ Wealth Management.
- Assist with the opening and servicing of fiduciary accounts, including POA’s, Trusts, Estates, and IRA’s/HSA’s.
- Open, close, and service Business Memberships, including sole proprietorships and associations.
Financial Transactions
- Process financial transactions and service requests.
- Operate, maintain, and balance a cash drawer (as assigned).
- Assist members with disputes and fraudulent transactions.
- Perform updates to members’ accounts (including but not limited to ownership changes, adding/removing beneficiaries, changes of address, etc.)
- Assist members with safe deposit box assistance, including entry, opening, and closing of safe deposit boxes (where applicable).
- Provide Notary Public services.
Branch Leadership and Support
- Meet or exceed goals to support branch growth and the overall member experience.
- Provide team member coaching to enhance member service skillsets, member consultation proficiency, and operational/compliance knowledge.
- Serve as an expert for the branch team on A+FCU products and services.
- Facilitate and/or attend branch meetings and trainings.
- Perform branch vault responsibilities (balancing, buy/sells, and cash recycler management).
- Perform balancing and loading of ATMs (where applicable).
- Perform or oversee daily branch tasks (including but not limited to opening/closing duties, preparing outgoing currency shipment, etc.)
- Assist management with the completion of branch reports.
- Perform monthly, quarterly, and annual branch audits (as assigned).
- Monitor branch cash levels, place orders/shipments as needed.
- Perform supervisor overrides and check approvals.
- Responsible for opening/closing the branch; uphold adherence to opening/closing safety procedures.
- Assist other branch locations as needed.
- Maintain a strong knowledge of credit union products/services and policies/procedures.
- All other duties as assigned.
Community and Business Development
- Volunteer to participate in business development and community events.
- Represent the A+FCU brand and mission within the communities we serve; uphold and coach to A+FCU professionalism, outreach, and Business Development standards
- Deepen relationships at community/business development events by recommending A+FCU products and services.
Compliance
- Adhere to all A+FCU policies and procedures.
- Maintain strict adherence and compliance to all laws, rules, regulations, and internal controls.
- Complete required regulatory training as assigned.
Education and Experience
- High school diploma or G.E.D. equivalent required.
- Three year’s financial institution experience required.
- One year supervisor experience required.
Knowledge, Skills & Abilities
- Strong interpersonal skills, including the ability to demonstrate empathy, compassion, and understanding of others.
- Excellent communication skills (both written and verbal), that reflect a professional, positive business approach.
- Strong knowledge of bank/credit union policies and procedures.
- Strong attention to detail and ability to follow-through on assigned tasks.
- Ability to work independently and as part of a team, with the flexibility to adapt to change.
- Strong time management and organizational skills.
- Basic knowledge of math/computer skills.
- Microsoft Office Suite product knowledge preferred.
- Must have the ability to travel between branch locations (as assigned):
- Floater branch – at least 25% of the time.
- Non-Floater branch – at least 5% of the time
Physical Requirements
- Must be able to stand for long periods of time.
- Full-time team members must have the ability/stamina to work at least 40 hours per week.
- Will frequently reach, lift, bend, carry, and finely manipulate/key-in data.
- 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
- Types of Decisions requiring supervisory approval: Exceptions outside of role limits, legal questions, and situations outside A+FCU policies and procedures.