Universal MSOS Representative I - Waterford or Headquarters West

Job Description:

Please note: This position is for Support and Resolution.

PRIMARY FUNCTION:

The Universal MSOS Representative I – MSOS Support Services and Resolution performs the duties of a Support Services Representative I & II and a MSOS Resolution Consultant I. This role is vital in supporting our membership and staff. 

JOB DUTIES AND RESPONSIBILITIES:

Support Services Representative I:

• Act as a resource for members and front line staff
• Open new accounts/memberships to include verifying membership eligibility when requested by FRM
• Process all member related data changes and account maintenance
• Handle all deceased accounts to include but not limited to notifying beneficiaries and other affected departments
• Handle all aspects of savings certificates including opening, renewing, closing and reconstructing dividends
• Review pending Online Membership Applications

Support Services Representative II:

• Review all members’ legal documents for accuracy and validity
• Process IRS Levies, Tax Liens, Garnishments, Power of Attorney and Living Trust documents
• Assist the IRA Specialists with all general IRA inquiries
• Reconstruct share accounts

Resolution Consultant I:

• Proactively work to de-escalate upset callers while working to resolve their concern
• Research and respond to complex inquires related to deposit errors. Evaluate member’s needs and makes recommendations to help members achieve their financial goals
• Review, evaluate, and determine refund waivers of overdraft fees, late charges, and/or other fees related to VACU’s products
• Review affidavits of unauthorized withdrawal to ensure properly completed. Approve and forward to Check Services to process
• Review and verify availability of funds on checks drawn on other financial institutions for early release of check holds and release holds on certificate of deposits when held as collateral for loans. Communicate decision to member
• Perform lost/stolen process when a member loses their personal financial information
• Perform maintenance and/or trouble shoot inquiries for frontline staff and/or members regarding share and loan accounts
• Review affidavits of unauthorized withdrawal for accuracy, approve and send for processing
• Review/Verify availability of funds on checks drawn on other financial institutions for early release of check holds in emergency situations
• Release holds on certificate of deposits when held as collateral for loans
• Perform Lost/Stolen process to protect member’s personal financial information
• Maintain broad knowledge of various departments and provide support for Card Services, Collections, Title Admin, and EFT queues during MSOS business hours, to include Saturdays
• Review, evaluate and determine refund waivers of overdraft fees, late charges and/or other fees related to VACU’s products

MSOS

• Demonstrates “The Four Key Basics”; Efficiency, Courtesy, Ownership and Trust
• Take ownership of all member or staff issues that need resolution
• Maintain basic knowledge of Business Member Services

• Provide excellent quality service as outlined in the Member Experience guidelines
• Evaluate member’s needs and make recommendations to help members achieve their financial goals
• Demonstrates the ability to provide effective decision making that is in the best interest of VACU and the member
• Responsible for service observations to ensure quality service and accuracy

• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies
• Comply with all policies and procedures as outlined in the MS Operations Manual and the MSOS Manual

• Promote team accountability

• Contribute towards individual, team, and department goals
• Assist in improving efficiencies by recommending ways to automate or streamline processes to department manager

• Provide mentoring and coaching to new representatives

• Participates in testing for Miser/system releases
• Report all Risk Management Policy violations in accordance with policy
• Keeps informed and complies with policies and procedures regarding Information Security as outlined in the Security manual and maintains working knowledge of basic e-commerce regulations that impact the credit union’s Online Services
• Ensures teamwork within the department and promotes internal Quality Service with other areas of the Credit Union

• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security

• Perform other duties as assigned

JOB QUALIFICATIONS:

Knowledge: Thorough understanding of products and services offered by financial institutions required.

Skills: This person must demonstrate excellent research/problem solving skills, the ability to multi-task, be open minded and flexible to change, to include changing technology. Additionally, this person must have excellent oral/written communication skills and interpersonal skills. Possess strong organizational skills, energetic, motivated, and creative. Must be a self-starter, self-motivated and have multi-functional abilities including applying critical thinking for finding efficiencies.

Abilities: This person must be able to handle stressful or difficult situations in a calm manner and be able to handle multiple priorities in a timely fashion without direct supervision. This person is reliable, detail-oriented, and must provide excellent service at all times. This person should have the ability to accommodate flexible schedules including Saturday, overtime and extended hours.

Minimum Education and Experience: High school degree required; college or additional business related courses preferred. Must have experience in handling member requests involving troubleshooting and research. Individual must have good judgment and the ability to work independently. Mentoring or training experience preferred and demonstrates leadership qualities.

PHYSICAL REQUIREMENTS:

This job requires the ability to sit for long periods of time. This job requires occasionally lifting up to 20 pounds and/or up to 10 pounds frequently. Must be able to speak clearly, and see clearly with reasonable accommodation.

This position description is not a complete statement of all duties and responsibilities comprising your position. It contains only the facts necessary to evaluate your position on a fair basis.