Coordinator, Pawhuska

truitycu; Bartlesville (OK); On-site; USD 32,000 - 42,000; Full time

Job summary

Truity Credit Union is seeking a dedicated Member Service Associate to assist members with financial transactions and deliver reliable, courteous service daily. You will support Member Consultants and collaborate with branches to ensure smooth operations.

The role emphasizes compliance, careful handling of sensitive information, and a customer-centric approach. A strong communication background and high school diploma are required, with opportunities for training and growth within the credit

Qualifications

• Experience in member services or call center environments preferred.
• Compliance training and testing experience emphasized.
• Ability to handle confidential information with discretion.

Responsibilities

• Assist with daily member transactions and provide courteous service.
• Respond to member inquiries and concerns with accurate information.
• Support scheduling and reporting for the department.
• Provide training support and guidance to new staff.
• Ensure compliance training is completed as required.
• Communicate effectively with members and co-workers.

Skills

Communication skills

Interpersonal skills

Customer service

Phone/e-mail support

Attention to detail

Education

High school diploma or equivalent

Tools

Symitar

Outlook

Visa/Star

Ascensus

Job description

PRIMARY PURPOSE

Our culture is not just a poster in the hallway; it is a guiding principle we live by each and every day, one we carry forward even as our work changes around us. Non-stop change is part of our path, and we meet it by simplifying, not just doing more.

That means this role is expected to accept and adopt High Tech, High Touch practices using artificial intelligence and other digital tools to simplify outdated, low-value work so technology handles the routine, freeing us to stay present for what only a person can do: building relationships, solving complex problems, and responding with genuine care. Digital tools don’t replace those relationships; they remove the barriers that get in their way.

Central to this commitment is our cross-functional employee team, known as our "Culture Crew," dedicated to fostering community through engaging activities, reinforcing our cultural values, and ensuring their continuous integration into our daily operations. We define our culture according to our cultural pillars of:

• Membership Centric
• People Focused
• One Team
• Personal Achievement
• Innovation

JOB SUMMARY

This position assists members with financial transactions providing reliable, courteous, and prompt member service and assists Member Service employees providing support and encouragement to ensure exceptional member service is provided.

ESSENTIAL FUNCTIONS

May include any and/or all of the following:

1. Assist the departmental manager in developing effective employees through training, coaching, evaluating, motivating, and goal-setting.
2. Actively listen and respond to member inquiries, suggestions, request, and concerns.
3. Perform research concerning member inquiries.
4. Assist as directed with scheduling of employees to assure appropriate coverage.
5. Assist with preparation and distribution of department specific reports.
6. Answer questions and provide assistance to Member Consultants as well as outside branches regarding member issues and processes.
7. Assist with training of all new employees.
8. Successfully complete all applicable compliance training and testing.
9. Work directly with members daily.
10. Work on special projects as requested by Manager.
11. Administrator role with Ascensus.
12. Perform other duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Knowledge of:
  • Modern office equipment
  • Technology and various software programs including Symitar, Outlook, Visa/Star, and Ascensus.
  • Credit Union products and services
  • Consumer Lending loan basics
  • Advanced level of IRAs, HSAs, Trusts, Visa Cards, Signature Loans, Secured Loans
  • Member Consultant and Teller Services functions including policies, practices, and standards
• Ability to:
  • Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
  • Organize and prioritize to meet deadlines
  • Solve practical problems and deal with variablesin situations
  • Self-direct with the initiative and drive necessary to activate a project from conception through completion
  • Write reports and correspondence and to speak effectively before members and employees
  • Effectively assist manager in developing, motivating, guiding, and evaluating staff
  • Carry out Credit Union mission, philosophies, values and practices
  • Solve practical problems and deal with variables in situations
  • Develop, motivate, guide and evaluate staff
  • Organize and prioritize to meet deadlines
  • Open and close a call with warmth and professionalism
  • Cross sell for the benefit of the member
  • Educate effectively on processes
  • Speak with confidence and clarity
  • Adapt professional style to the needs of the members
  • Overcome objections
  • Provide accurate services
  • Maintain confidentiality and professionalism

Skill in:

• Excellent communication and interpersonal skills to effectively work with members and co-employees
• Making effective and timely decisions
• Interpersonal and human relations
• Paying close attention to detail

QUALIFICATIONS

Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education and self-study

Successfully complete all applicable compliance training and testing

Education and experience equivalent to:

Three to five years of similar or related experience, including preparatory experience

A high school degree or equivalent

Sales experience preferred with a concentration on serving the member’s benefit, as well as service

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

Equal Opportunity Employer/Veterans/Disabled

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 918.336.7662 or [e-mail] for assistance. You may also contact us at that same number and email, if you would like to see a copy of our Aff…