Universal Employee

Capital Credit Union; De Pere (WI); On-site; USD 32,000 - 46,000; Full time

Job summary

Capital Credit Union is seeking a Member Services Associate to assist members with transactional needs, deposits, withdrawals, and loan questions. You will promote products and services, balance cash drawers, and support branch operations while ensuring accuracy and compliance with BSA/OFAC policies.

The role emphasizes building member relationships, attention to detail, and effective communication in a fast-paced banking environment. Equal opportunity employer; E-Verify participation.

Qualifications

• Read, write, and comprehend detailed and technical instructions.
• Pass a federal background check and be listed on the SAFE Act registry.
• Operate an on-line computer terminal and basic office tools.
• Know the products, services, and procedures to process transactions.
• Maintain a high degree of accuracy and attention to detail.

Responsibilities

• Assist members with transactional needs in person and over the phone; process transactions accurately.
• Assist with account maintenance items including stop payments, research, ACH, transfers, and discrepancies.
• Assist with deposit and loan needs including IRA/HSA, signature loans, and secured loans.
• Promote Credit Union products and services tailored to member needs.
• Build financial relationships with members and refer to Mortgage Lenders or Financial Solutions.

Skills

Customer service

Sales skills

Multitasking

Attention to detail

Strong communication

Problem solving

Independent judgment

Education

High school education

Tools

Online banking terminal

Word processing

Email

Job description

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by fulfilling the members’ transactional, new accounts and consumer lending needs. Promotes products and services in a professional and effective manner.

• Assists members with their transactional needs in person and over the phone. These may include but are not limited to deposits, withdrawals, loan payments, check cashing, transfers and more. Processes members’ transactions accurately and efficiently.
• Assists members with stop payments, account research, ACH items, pre-authorized transfers, wire transfers, account discrepancies and other account maintenance items.
• Assists members with their deposit side needs, including, but not limited to, IRA/HSA products, deceased accounts, and trust accounts.
• Assists members with their consumer loan needs, including, but not limited to, signature loans, consolidations loans, and secured loans.
• Interprets key documents and makes decisions based on policies and member data.
• Promotes applicable Credit Union products and services. Presents necessary information suited to members’ needs, including, but not limited to, consumer loans, debt protection, GAP, shares, share drafts, share certificates, IRA’s, HSA’s, Credit Card, home banking and more.
• Concentrates on building financial relationships with members while using a member advocacy approach.
• Spots needs and refers members to Mortgage Lenders, Financial Solutions Representatives and Commercial Lending.
• Corresponds with membership on eligibility requirements for accounts, loans and denials of credit.
• Actively attends meetings and training sessions to keep up to date and responsible for policies, procedures and regulations, including, but not limited to, Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Balances a cash drawer, including operating a cash recycler.
• Assists the branch with opening and closing procedures.
• Strives to help the members from start to finish with all of their banking needs.

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by fulfilling the members’ transactional, new accounts and consumer lending needs. Promotes products and services in a professional and effective manner.

Essential Responsibilities

• Assists members with their transactional needs in person and over the phone. These may include but are not limited to deposits, withdrawals, loan payments, check cashing, transfers and more. Processes members’ transactions accurately and efficiently.
• Assists members with stop payments, account research, ACH items, pre-authorized transfers, wire transfers, account discrepancies and other account maintenance items.
• Assists members with their deposit side needs, including, but not limited to, IRA/HSA products, deceased accounts, and trust accounts.
• Assists members with their consumer loan needs, including, but not limited to, signature loans, consolidations loans, and secured loans.
• Interprets key documents and makes decisions based on policies and member data.
• Promotes applicable Credit Union products and services. Presents necessary information suited to members’ needs, including, but not limited to, consumer loans, debt protection, GAP, shares, share drafts, share certificates, IRA’s, HSA’s, Credit Card, home banking and more.
• Concentrates on building financial relationships with members while using a member advocacy approach.
• Spots needs and refers members to Mortgage Lenders, Financial Solutions Representatives and Commercial Lending.
• Corresponds with membership on eligibility requirements for accounts, loans and denials of credit.
• Actively attends meetings and training sessions to keep up to date and responsible for policies, procedures and regulations, including, but not limited to, Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Balances a cash drawer, including operating a cash recycler.
• Assists the branch with opening and closing procedures.
• Strives to help the members from start to finish with all of their banking needs.

Necessary Experience And Qualifications

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Ability to pass a federal criminal background check and be listed on the Federal Mortgage Loan Officer registry as required by The S.A.F.E. Act.
• Ability to operate an on-line computer terminal, word processing, email, and adding machine as normally acquired through a basic course or one to three months of on-the-job experience.
• Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience.
• Ability to concentrate on and pay close attention to detail for over fifty percent of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.
• Ability to multitask and switch from one task to the next easily.
• Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations. Requires strong communication/listening skills to deal diplomatically and effectively with sensitive situations. Demonstrates strong motivation and sales skills.
• Ability to exercise a high degree of independent judgment when addressing member concerns. Must be supportive of the overall business objectives.

Work Environment And Physical Requirements

• Office environment with moderate level of noise
• Minimal lifting of up to 25 pounds
• Frequent use of telephone, copier, computer, fax machine and other office machines
• Prolonged sitting or standing
• Frequent mental and visual concentration
• Occasional travel for training, meetings, and assisting other locations.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify.