MSR II (Senior)

Description

Our Company

At Raiz FCU, we share a passion for knowledge and the pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you.  At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.

Job Overview

This role reports to branch management and is responsible for handling member interaction and transactions in the branch. Provides guidance and answers questions related to credit unions and all other related services. This role requires someone analytical, inquisitive, and enthusiastic about providing world-class service to members through our products and services, creating a positive member experience.  Subject Matter Expert (SME) knowledgeable who is educated on all services provided.  This role will use leadership and communication skills, along with providing guidance and training to team members.  Will support other team members in resolving issues while maintaining a professional demeanor.  Identifies operational issues and suggests possible improvements. The role will be a resource to Member Service Representatives needing guidance in resolving complex and/or escalated issues.  Attends required training and demonstrates a willingness to keep learning.  Will support cross-selling efforts. 

You will be an empowering mentor that is a:

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members

Position Details:

Non-Exempt (Hourly)

Hours: Monday through Friday, occasional Saturdays

Salary Range:

$17.41- $26.11

Qualifications

Skills and Experience

• Education High School degree or equivalent
• Minimum of 2 years of financial experience 
• Completion of specialized Raiz certification such as FICEP certification and/or equivalate experience in a similar role
• Critical thinking and problem-solving skills
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication, conflict management, and interpersonal skills
• Detail-oriented, and able to multi-task
• Proficient in Microsoft Office and web-based applications

Role Description and Essential Duties

• Assist branch supervisor, to ensure that support and training is provided to all our team members.
• Planning, assigning, directing work, resolve problems and address member complaints and/or concerns, will be of top priority
• Knowledgeable in all MSR duties
• Responsible for assisting the branch supervisor in daily tasks
• Responsible for quality of member service through teaching, motivating, coaching and developing the branch team to offer personalized products to our members based on their financial needs. 
• Assist in Developing strong leaders by acclimation and success of new and tenured team members.
• Provides guidance and answers questions related to credit union’s products and services
• Demonstrates knowledge in RAIZ products and services
•  Actively listening to our members to identify their needs to provide personalized products to members and solves problems.
• Assist in establishing new membership, maintenance accounts, open IRA’s, Business Accounts, and Certificate of Deposit.
• Knowledgeable expert who is educated on all services provided by credit union  
• Attends required training and demonstrates a willingness to keep learning.
•  Will be a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance.
• The ability to work well with others in every situation and empathizes with branch team.
• A natural communicator who builds a positive environment alongside branch supervisor, to achieve uniformity and an inclusive culture.
• A natural communicator who is able to help others understand complex topics.
• Must be able to handle and deescalate challenging situations while maintaining a professional demeanor
• Initiate and lead conversations to identify member needs
• An expert focused on gathering additional data, where coaching opportunities exist, to improve the overall member experience. 
• Experience in member service operations, including a comprehensive understanding of member needs, expectations, and effective strategies in order to exceed their financial goals
• Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller. 
• Responsible to make efforts in account retention and/or properly closing all accounts.
• Responsible for handling members interaction with account inquires and processing transaction by phone
• Educate membership and answers questions related to credit union and all other related services
• Supports cross-selling efforts and solves problems. This individual will assist in establishing new membership, maintenance accounts, open IRA’s, Business Accounts, and Certificate of Deposit.
• Knowledgeable expert who is educated on all services provided.
• Attends required training and demonstrates a willingness to keep learning
• Good understanding of credit union’s operations and procedures.
• Acting as a trusted advisor to provide guidance to our members and building trust.
• Demonstrates the ability to provide advice considering our members’ best interests. Building members relationships.
• Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
• A natural communicator who is able to help others understand complex or intimidating topics
• Must be able to handle and deescalate challenging situations while maintaining a professional demeanor. 
• Will be a subject matter expert in troubleshooting for Online/Mobile banking issues and Personal Audio Teller
• Be able to resolve complex situations and diffuse escalated interactions.
• Responsible to interact with members via audio and video.
• Attends required training and demonstrates a willingness to keep learning.
• Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training
• Assists with other duties as assigned or identified.