• Provide leadership to Service Center personnel to include scheduling of staff, managing lobby flow, attentiveness, work quality, efficiency, and constant awareness of Center activities to ensure Member service standards are met.
• Motivate, train, coach, mentor, and serve as career path consultant for staff, promoting an open, positive work environment. Acknowledge areas needing improvement and provide appropriate support.
• Verify and balance the Center teller transactions, vault, ATM, and cash activities daily. Ensure all negotiables are balanced and secured each day. Ensure all Member-sensitive documents are properly secured. Enforce compliance with Center Policies and Procedures and Service Center Control procedures.
• Provide first level of acceleration for Member problem resolution, staff problem resolution, and Center issues.
• Manage and comply with Service Center Control Manual audit and control requirements. Conduct staff meetings on operational and regulatory matters, also ensuring regulatory BVS assignments are completed by center staff Compile SCCM documentation for Center Manager review.
• Provide feedback to Center Manager in the performance evaluation of staff members. Keep Center Manager apprised of all staff-related issues requiring performance improvement plans.
• Perform Member Service Representative duties as required to ensure timely service to our Members.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.


• Minimum Formal Education Required for this Position:
  • High School Diploma/G.E.D. or Equivalent
  • Member Relationship / Customer Service / or New Account training or equivalent
  
  Minimum Work Experience:
  • 2+ years' combined customer service, sales, training, team leadership, or related experience required
  • 6+ months experience as an Ent MSR / Sr. MSR or 1+ years' financial institution experience required
  • 1+ year as a Sr. Member Service Representative at Ent preferred
  
  Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of "Knowledge Consistent with a Bachelor's Degree in Accounting and 2+ years' of accounting experience? could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master's Degree in Accounting and 0 years of work experience
  
  
  Technical or Specialized Knowledge/Skills:
  • Enthusiastic attitude regarding helping our community
  • Strong knowledge of Credit Union policies, procedures, and audit requirements
  • Excellent professional interpersonal / conflict resolution skills related to both members and co-workers
  • Ability to resolve member concerns in a way that makes sense from a Member's perspective while maintaining policy compliance
  • Strong emphasis on member service and offering appropriate cross-sell/upsell opportunities to the member
  • Strong attention to detail and accuracy of all transactions is of critical importance
  • Proficient in basic math (addition, subtraction, multiplication, and division)
  • Comfortable handling physical money with a high level of accuracy with members directly
  • Proficient skills with Microsoft Outlook and web-based transactional systems to complete day to day member requests
  • Able to use 10-Key by touch is required
  
  Certifications Required: None
  
  Environmental, Physical and Psychological Requirements
  • Must be able to sit or stand for prolonged periods of time in a climate-controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, and operating a telephone. Demands for visual and auditory acuity are typical of an office environment. Must be able to interact via email, telephone, or in-person with diplomacy, tact, and courtesy with all members under varying circumstances. Must be able to handle stressful situations in a professional manner. Must be flexible with schedule to work overtime as needed based on demands of the membership. Must be able to lift up to 40 lbs

The pay range for this position: S12 $24.21 - $26.77 hour.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

For information on our benefits, please visit: Benefits Summary Sheet - 2021

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)