MSR/MSR II - Branch

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- MSR

This position reports to branch management and is responsible for handling member interaction and transactions at the branch. Provides guidance and answers questions related to credit unions and all other related services. Knowledgeable technology-driven expert who is educated about all services provided. Attends required training and demonstrates a willingness to continue learning. Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service. Requires someone who is enthusiastic about educating members on our products and services and creating a positive member experience. You will provide guidance in resolving complex and/or escalated issues while maintaining a professional demeanor.

You will be an empowering mentor who 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

Job Overview- MSR IIThis 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 union and all other related services. This role requires someone who is analytical, inquisitive, and enthusiastic about providing world-class service to members though 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. 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

Pay Details: MSR

$17.34-$26.01

Pay Details: MSR II$19.31-$28.96

Skills and Experience- MSR

• Education - High school degree or equivalent, college hours preferred.
• A minimum of two years credit union and/or banking experience
• Sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services preferred
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication and interpersonal skills
• Critical thinking and problem-solving skills
• Detail-oriented, and ability to multi-task
• Proficient in Microsoft Office and web-based applications

Skills and Experience- MSR II

• Education - High school degree or equivalent, college hours preferred.
• A minimum of three to five years credit union and/or banking experience. Two years of sales experience such as insurance sales, financial advising, lending, and selling capacity of products and services.
• Completion of specialized Raiz certification such as FIcEP, CCUFC certification and/or equivalate experience in a similar role
• Subject matter expert (SME)
• 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- MSR

• Demonstrates a robust understanding of the principles and practices of effectively marketing financial products and services.
• Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
• Initiate and lead conversations to identify and assess member needs.
• Demonstrate the ability to give sound advice considering our members’ best interests and assist members with any questions and help them understand complex or intimidating topics.
• Experience in member service operations, including a comprehensive understanding of member needs, in order to exceed their financial goals.
• Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
• Establish new membership, maintenance accounts, open Checking Accounts, IRAs, Business Accounts, Certificate of Deposit, and Special Accounts (Fiduciary, Organizational, Representative Payee, Estate, Guardianship, and Revocable Living Trust).
• Accountable for proactively retaining accounts and ensuring the effective closure of all accounts as needed.
• Responsible for handling member interaction and transactions at the branch such as but not limited to large deposits, cash advances, wires, and saving bonds.
• Process incoming mail and return mail.
• Process corporate checks, on-us checks, temporary checks, line-of-credit advances, account transfers, payoffs, and all negotiable instruments.
• Fulfills member service requests and conducts thorough research to promptly resolve any discrepancies.
• Collaborates with the consumer loan department in taking application and facilitating loan closings.
• Process loan maintenance, due date changes, release of liens, vehicle shipments letters, CPI (Insurtrak), and replacing of collateral.
• Proactively cross-sell and maintenance GAP, DPW, Warranties, and Credit Life/Credit Disability.
• Must have excellent interpersonal and communication skills, including the ability to positively interact with team, management, vendors, and members; proficiency in effective verbal and written communication.
• Ability to multi-task, effectively organize, plan, and manage time while applying critical thinking and problem-solving skills.
• Knowledge of functions relating to cash and ATM operations and assist in placing travel notes, disputes, fraud cases and general account maintenance. Will issue, activate debit cards as well as assist in training member to use ATMs and ITM.
• Be able to resolve complex situations and diffuse escalated interactions. Responsible to interact with members via audio and video.
• Assists in auditing signature cards.
• Review and process required form for power-of-attorney, while also offering notary services.
• 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.

Roles and Responsibilities- MSR II

• 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
• Balance on a daily basis and promptly resolve any discrepancies
• Balancing records must meet established standards
• 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.