SUMMARY

Responsible for supporting all the functions and process that contribute to the efficiency of the Account Services Department. This includes accurate and timely processing of critical tasks that require investigative skills and the use of good judgement; problem solving/decision making on issues that affect members, Credit Union expense/revenues and quality of service. Also working with branches, departments, and members to resolve problems/issues and efficiently exchange information. Maintain compliance with all credit union policies and procedures, as well as all applicable state and federal banking regulations. This individual will foster an environment that produces exceptional member service in accordance with MCCU’s Passion Statement.

CORPORATE COMPETENCIES

1. Member Service and Value – Deliver exemplary service internally and externally in accordance with the credit union’s service standards and in a professional manner that projects confidence, knowledge, and ability to provide options and solutions to meet member needs within established policies and procedures. Interactions with members provide value and generate goodwill and a positive image of MCCU as a trustworthy financial institution.

2. Accountability/Accuracy/Efficiency – Maintain a superior level of attention to detail and ensure accuracy in all transactions and activities performed. Organized and thorough in completing duties and a reliable team member. Ensure established processes and procedures are complied with and are consistently executed. Display self-motivation. Accept responsibility for own actions and hold others accountable to maintain appropriate levels of performance in accordance with established policies and procedures.

3. Team Player – Possess exceptional collaborative skills to work cross functionally with various departments and operational areas to solve problems and advance ideas and innovation. Maintain positive working relationships with all credit union team members to achieve corporate and departmental goals and objectives. Treat people with respect; keep commitments; inspire the trust of others.

4. Decision Making - Consistently apply superior data driven decision-making techniques pertaining to job duties, inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as a tool for development. Exercise good judgement in making decisions, ensuring appropriate supervisory approvals are obtained.

5. Communication – Exhibit strong communication skills with all internal and external stakeholders. This includes appropriate collaboration and engagement of staff and other higher-level executives in information gathering and sharing, project management, and implementation of projects and other assignments. It also includes communication with vendors, members, and other external parties. Respond to inquiries or refers inquiries to the appropriate department or person and exhibiting the necessary follow through with members and/or staff involved.

ESSENTIAL DUTIES

Performance Responsibilities – Responsibilities and duties related to this function are:

• Responsible to work trackers, pending ProDoc items and card processor reports, while adhering to internal service process.
• Handle member and branch inquiries, referrals, mobile deposits items and enrollments.
• Process share draft exceptions, returns, returned checks, adjustments, shared branch adjustments and account and loan adjustments.
• Process wire transfers and ACH functions.
• Post member payroll, safe deposit box fees, and create vouchers.
• Maintain electronic payments, credit card spreadsheets, daily and month end GL reconcilements including posting vouchers.
• Assure ATMs are in balance and maintain spreadsheets.
• Review, approve and perform maintenance for consumer bill payment including exceptions.
• Monitor and process ATM, Debit, and Credit Card fraud/dispute claims. Maintain spreadsheets related to open claims and correspondence.
• Process correspondence between card processor and MCCU when it comes to credit/debit card/atm card/digital wallets.
• Process, review, and make decisions on all ATM/Debit card applications.
• Process credit card applications and issue cards, along with verification and conducts follow ups.
• Process credit card address changes.
• Report declined credit card applications to card processor.
• File maintenance and troubleshoot issues on Mastercard.
• Make decisions regarding credit/debit card compromised card alerts, including reissuing and member communication.
• Monitor and decision Verafin alerts as it related to the department functions.
• Detect, prevent, investigate, report and document fraud activity and findings.
• Issue and maintain access to travel cards, card processor and Alloya.
• Monitor and maintain outstanding money orders and cashier checks.
• Other Assigned Duties – This position performs other functions and duties that may be assigned from time to time.

ENVIRONMENT AND PHYSICAL ACTIVITY

The incumbent is in a non-confined office type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc. While performing this position, the incumbent spends time writing, typing, speaking, listening, lifting (up to 50 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching. The incumbent for this position may operate any of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), scanner, and image systems, money counter, credit card terminal, typewriter, computer terminal, laptop computer, printers, or other equipment as directed. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, member and vendor contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.

MINIMUM REQUIREMENTS

• High School graduate or equivalent.
• Associate degree from a two-year college or university, with an emphasis on accounting/finance preferred
• Minimum of three years of related experience in a financial institution.
• Knowledge of all products and services offered by the credit union preferred.
• Knowledge of related state and federal banking compliance regulations, and financial institution (specifically credit union) policies and procedures associated with safe and sound operations.
• Highly attentive to detail and accuracy in all work product.
• Skills in personal computer operation; word processing, spreadsheet, and specialty software programs.
• Basic math skills: ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions.
• Ability to work with minimal supervision while performing duties.

Leadership reserves the right to change this job description at any time according to business needs.