Member Support Services Rep I

Job Description

JOB INFORMATION

Title:

Member Support Services Rep I

Officer Title:

Grade:

14

FLSA Classification:

Non-Exempt

Date Last Edited:

9/5/2023

Reports To:

Supervisor Member Support Services

Department:

Member Service

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=206

PRIMARY FUNCTION

Perform a variety of administrative operational duties and serve as a resource specialist by responding to internal and external member service requests.  Responsibilities require a moderate volume of phone communication and interactions with third party vendors and government agency personnel.  Daily operations can include processing new accounts, reviewing custom reports, conducting maintenance on existing accounts, problem resolution, death claims, processing garnishments, levies and third party confirmations, GL reconciliation, check and savings bond adjustments, Abandoned Property and backup withholding interest reporting, etc.

•

Process new accounts and work custom reports to conduct account maintenance for share accounts, term certificate accounts, Individual Retirement Accounts (IRA), Health Savings Accounts (HSA), Fiduciary accounts, etc.

•

Respond to internal/external member inquiries/services requests received by phone/mail/fax using available systems, resource documents and third party vendors.

•

Process death claims by communicating with the designated contact person, reviewing the received documentation, researching the member account relationship, processing insurance claims, placing holds on accounts and distributing funds, as applicable.

•

Respond to court restraints/levies/subpoenas by reviewing legal documentation, researching member account relationship, completing/mailing required documents, placing system holds/restraints, monitoring accounts, distributing funds to adhere with Credit Union procedure and legal requirements, updating Excel tracking reports. Moderate communication with attorneys, federal/state/court personnel and employee may be required to appear in court.

•

Process Individual Retirement Account required minimum distribution (RMD) and necessary corrections.  Employee is responsible for communicating with members, calculating RMD, updating system with election and ensuring distribution.

•

Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

•

Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

•

Responsible for regular and predictable attendance including punctuality.

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate.

X

Minimum 1 Year

Data entry or clerical experience

X

Experience with a financial institution

X

•

Ability to multi-task and handle varying deadlines within a fast paced work environment.

•

Ability to work well collectively and autonomously.

•

Ability to read, understand and interpret documents, procedures and policies.

•

Demonstrate ability to quickly learn, retain and apply new job functions and processes.

•

Advanced verbal and written skills.

•

Basic proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

30

Occasionally

Travel outside of work location to cover in other locations and to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate.

•

Standard office equipment including, but not limited to, a computer, telephone, copy/fax machines, etc.

•

There are no significant hazardous conditions.

View Competencies

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.

2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.

3. Integrates core values into the way work is done and how relationships are conducted.

4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

5. Tailors communications based on others’ needs, motivations and agendas.

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.

2. Adjusts to new or changing assignments, processes, and people.

3. Demonstrates ability to successfully manage multiple tasks and priorities.

4. Demonstrates willingness to listen to other opinions.

5. Identifies and considers alternative approaches to situations or problems.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.

2. Helps others drive tasks to completion as appropriate.

3. Holds self and others accountable for delivering on all commitments.

4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.

5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.

6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

Accuracy and Attention to Detail

Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Level 2

1. Processes limited amounts of detailed information with good accuracy.

2. Utilizes specific approaches and tools for checking and cross-checking outputs.

3. Develops and uses checklists to insure that information goes out error-free.

4. Accurately gauges the impact and cost of errors, omissions, and oversights.

5. Learns from mistakes and applies lessons learned.

Platform Functions

Knowledge of the procedures, tools, and transactions used in banking platform functions; ability to provide services at a customer service desk or platform.

Level 2

1. Works behind a customer support platform or desk.

2. Processes routine customer transactions.

3. Performs routine work flow; monitors resource requirements and dependencies.

4. Assists customers in selecting products or services.

5. Explains major platform functions and their interrelationships.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.