Posting Date

Responsibilities and duties

  • Operations Representative functions:
  1. Process mail and return mail.
  2. Receive incoming and originate outgoing wire transfers.
  3. Complete forms and enter information into database, perform maintenance and service requests.
  4. Complete reports and records as needed.
  5. Prepare and send correspondence related to member accounts (certificates, negative balances, escheat regulations, dormant accounts, etc.).
  6. Assist with IRA and HSA processing and tax reporting.
  7. Process returned checks.
  8. Complete special projects as assigned.
  9. Assist related departments as required.
  10. Complete all required training for position and participate in electives to enhance skills.
  11. Participate in meetings and other events as required.
  12. Ensure all credit union member and employee related business is kept in the strictest confidence.
  13. Other duties as assigned.
  • Member Service Representative functions:
  1. Process member transactions such as: deposits, loan payments, transfers, cashier’s checks, cash advances, stop payments, etc.
  2. Adhere to policies and procedures including but not limited to security and transaction verification. Adhere to Anti-Money-Laundering Policy established to comply with the provisions of the Bank Secrecy Act (BSA) which includes Customer Identification Program (CIP), Currency Transaction Report (CTR), Suspicious Activity Report (SAR) and Monetary Instrument Log; USA Patriot Act; and, regulations from the Office of Foreign Assets Control (OFAC).
  3. Scan checks received for deposit or payment. Resolve out-of-balance situations.
  4. Ensure individuals, organizations and businesses meet eligibility requirements.
  5. Present and explain credit union products and services to members and recommend the right products and services to assist them in meeting their everyday banking needs.
  6. Renegotiate Certificates of Deposits/IRAs.
  7. Order checks and perform maintenance and service requests.
  8. Serve as resource for members to answer questions, solve problems and help with bookkeeping, account reconcilement and research requests.
  9. Answer member questions regarding mobile banking, online banking and electronic bill payment.
  10. Receive, direct and handle telephone calls, video calls, texts, online banking, e-mail and mail-in requests.
  11. Quality check new memberships/accounts, service/maintenance requests.
  12. Complete reports and records as needed.
  13. Contact members and prospects to update records and cross-sell.
  14. Complete all required training for position and participate in electives to enhance skills.
  15. Participate in meetings and other events as required.

Qualifications

Education:

  • High school graduate or equivalent
  • Understanding of credit union operations

Experience:

One to three years retail service and/or financial services experience preferred

Skills/Abilities:

  • Accuracy and attention to detail with mathematical aptitude and analytical skills
  • Strong interpersonal, communication and organizational skills
  • Ability to provide exceptional service
  • Professionalism, honesty, integrity and good listening skills to build rapport and relationships
  • Ability to exercise good judgment, solve problems, offer sound advice and cross-selling products and services
  • Ability to operate related computer applications and business equipment. Experience with customer databases a plus
  • Adaptability to changing workflows to remain productive in fast-paced times

Supervisory responsibilities

None

Schedule

Full time, Non-Exempt

Location

Lancaster, Pennsylvania

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