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MEMBER SERVICES SPECIALIST

Job Title: MEMBER SERVICES SPECIALIST
Job Code: 3512
FLSA: N
Job Level: 07
Revised Date: 07/01/2022
Job Family: JF 03

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Occupational Summary

Assist members on the telephone or in person at any branch and handle the transactions requested or direct them to the proper person. Ensures that all requests for services by members are processed in a timely manner in accordance with policies and procedures.

Performs duties at the MSS desk, Teller Line, and Greeter Station as deemed appropriate by Management. This position also performs duties in the Operations department.

Provides accurate and detailed information to credit union members concerning credit union services and policies to include shares, share drafts, certificates, IRA's, loans, VISA, ATM, ACH, wires, payroll deductions, and electronic services.

Operates and maintains a working knowledge of the data processing system as it relates to the daily operations of the credit union. This includes the ability to enter all transactions, deposits, withdrawals, loans and maintain accounts.

Represents the credit union to members in a warm, courteous, and professional manner. Adheres to expectations as outlined in the Credit Union Service Standards.

Work Performed

Receive members via telephone or in person, determine the nature of the member's business and either transact the member's request or refer member to appropriate staff member.

Responsible for handling changes in name, address, and other pertinent information.

Responsible for marketing credit union services by cross selling.

Responsible for handling payroll request. Includes stops, starts or changes on payroll deduction amounts or payroll distributions.

Handles stop payment requests, order checks, and provides copies of statements that are in the optical system.

Receives requests for transferring funds from one account to another and is responsible for funds being correctly and accurately transferred.

Responsible for processing share secured loans and share covered VISA's.

Responsible for quoting accurate loan pay-off information.

Responsible for opening and closing share and share draft accounts. Must know the required procedures for opening and closing certificates of deposits and IRA accounts.

Identify, research, and resolve member issues. Follow-up on member inquiries not immediately resolved.

Respond to member emails in a timely and professional manner.

Balancing, emptying, filling, and daily maintenance of Coin Machine.

Responsible for maintaining and balancing a cash drawer daily and for cashing share drafts or checks.

Receives cash and checks from members and is responsible for funds being deposited correctly and accurately to member accounts. Receives requests for transferring funds from one account to another and is responsible for funds being correctly and accurately transferred.

Responsible for processing incoming and outgoing mail transactions.

Assist at the Greeter Station when needed.

Maintain strict adherence and consistency to procedures regarding safe deposit boxes.

Create Debit/ATM/Credit Cards and balance card machine at the end of each business day.

Process and balance Automatic Teller Machine (ATM) daily deposit pulls and Audio Response requests. Monitor ATM portal.

Process fraud center detail report emails and CAM alerts. Assist with debit/credit card maintenance. Update travel notices through Powerlink.

Performs other duties as may be required or requested by the Supervisor.

Required Qualifications at this Level

Education/Training

High School diploma or equivalency required. Business or technical training desired.

Experience

One year financial institution experience desired. Preference will be given to applicants with credit union experience.

Skills

N/A


The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.


Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.


Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.