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Member Support Operations Representative (MSR 2)

Member Support Operations Representative (MSR 2)

HealthCare Associates Credit UnionLisle, IL, USA
10 days ago
Job type
  • Full-time
  • Quick Apply
Job description

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

Are you someone who thrives on helping others, solving problems, and creating positive experiences? At HealthCare 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 : $22.75-$27.30 / 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 hold needs to be placed
  • Verify transaction slip is completed accurately. Assist in person member with completion if necessary. Complete transaction slip if it is a non-face to face, night drop or mail-in transaction.
  • Make sure all totals balance with computers teller balance records and recyclers if applicable
  • Zelle Processing, Review, Analysis and Support

  • Review, monitor and process all Zelle rule violations in Yellow Hammer and FCD
  • Review, monitor and process all accounts in PayCenter Portal
  • Review daily activity and reporting within CRM
  • Review and monitor Zelle reports
  • Bio-Catch Monitoring and Review

  • Process all daily Bio-Catch Alerts and code properly within Analysts Station
  • Review each alert within Alkami
  • Contact the member for transaction verification
  • Review Alkami reports
  • Review the Bio-catch Reports
  • Report Monitoring

  • Review all daily Fraud Prevention reports in Alkami
  • Review all daily Fraud Prevention reports in Bill Pay
  • Review daily Zelle reports
  • Review all daily External ACH Transfer report
  • Review the ACH External Transfer file for accounting daily
  • Fraud Processing, Review and Member Reimbursement

  • Review and work all fraud cases presented
  • Integrate the various required processes to complete the fraud workflows
  • Audits

  • Process all FIS audit requests
  • Process all ChexSystem audits
  • Assist internal auditors with document retrieval and presentation
  • Other

  • Adhere to other duties as assigned
  • Processing of incoming and outgoing mail for HACU's mail room in Lisle
  • Processing of HACU CD maturity notices
  • Processing of ODT letters and Opt In / Opt Out request
  • Knowledge, Skills and Abilities :

  • Ability to work cooperatively in a group setting
  • Basic math skills necessary for balancing
  • Working knowledge of computer systems (e.g., Word, Excel, PowerPoint, Windows 11, etc.)
  • Ability to communicate and convey thoughts and ideas clearly and concisely
  • Ability to multi-task and work in a fast-paced environment
  • Ability to listen attentively and work independently with minimal supervision
  • Qualifications :

  • High school diploma or equivalent
  • Prior financial institution experience helpful, but not required
  • Prior customer / member service experience helpful, but not required
  • HACU is an Equal Opportunity Employer

    This is an onsite position

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    Support Representative • Lisle, IL, USA

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