Member Support Operations Representative; MSR

Position: Member Support Operations Representative (MSR 2)

Be the Voice That Makes a Difference
Join a Purpose-Driven Team at Health Care Associates Credit Union

Are you someone who thrives on helping others, solving problems, and creating positive experiences? At Health Care Associates Credit Union, we're not just another financial institution—we're a mission-driven team dedicated to helping our members "Bank Healthy" by providing exceptional service and personalized financial solutions.

Why You'll Love Working With Us

• Salary Range: $23.21-$27.85/hr (Actual compensation will be determined using factors such as experience, skills & knowledge)
• 35-hour work week
• 4 weeks of paid time off
• Federal holidays off
• No working nights
• Opportunity for quarterly incentives
• Full benefits package
• 401K (Employer Matching up to 4.5% of eligible pay PLUS Employer Contribution of 4% of eligible pay)

Details

If you are committed to customer service and a desire to learn, we will train you (financial institution experience preferred, but not required).

We take care of you so you can take care of our members!

About the Organization

We are a full-service, credit union serving members of various Health Care organizations.

About the Position

A key component of this role is to identify the financial needs of each member and recommend an appropriate quality financial solution. In addition, this position will have the overall responsibility of providing the members with accurate, efficient, and courteous service focusing on the following: opening of new accounts; maintaining member records; responding to member needs; processing member transactions through the mail, by phone, online or in person;

accurately balancing work. The processing of Zelle, Bio-Catch, fraud and report monitoring are also a major responsibility. This team is also responsible for providing back-up Contact Center support, both from a queue and documentation processing perspective, as well as, branch support during staff shortages.

Duties and Responsibilities Member & Staff Service

• Provide exceptional service to both internal and external members in alignment with the credit union's standards
• Consistently meet or exceed established sales and service goals
• Demonstrate strong and up-to-date product knowledge
• Assist members effectively in person, by phone, email, and online

Process New Accounts

• Establish savings/membership accounts
• Open checking accounts & order checks
• Open money market accounts & order checks
• Open subsequent savings, Christmas club, vacation club accounts and CDs
• Open and understand fiduciary accounts (representative payee, custodial, trust and estate accounts)
• The processing and follow-up of all online applications
• The processing of Business Development applications

Maintain Membership Records, Documentation and File Maintenance

• Process name changes
• Process address changes
• Process all required account maintenance
• Scan all applicable member documents daily
• Utilize and record as required in Synapsys
• Process and set-up auto share transfers, loan transfers and off cycle transfers per member request
• Possess knowledge of Alkami and assist with online support
• Possess knowledge of bill pay and assist with the set-up and usage
• Prepare out clearing checks and forward to accounting daily

Respond to Member's Needs, Inquiries and Requests

• Research account inquiries or discrepancies
• Provide members with rates and account disclosure information
• Suggest products and services to further benefit member financial needs
• Order check copies, plastics, statement copies, and reorder checks, etc.
• Complete verification of deposit forms and immigration letters

Process Members Mail in Transactions

• Post deposits to various share accounts
• Post loan payments
• Process VISA payments
• Send receipts for mailed in deposits
• Send withdrawal checks or close accounts per member written request

Process Members Walk in Transactions

• Post deposits to various share accounts
• Post loan payments
• Process VISA payments
• Process cash and check withdrawal requests
• Transfer funds between share account or from share to loan & VISA
• Process wire transfer requests
• Process stop payments
• Process Charge-off and GL payments

Accurate Balancing

• Examine checks for endorsements, negotiability, and determine if funds…