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MEMBER SERVICES SPECIALIST, DUKE CREDIT UNION

Employer
Duke University
Location
Duke Credit Union

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Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

  • Objectives:
  • To receive members on the telephone or in person at any branch and handle the transactions requested, or direct them to the proper person. To insure that all requests for services by members are processed in a timely manner in accordance with policies and procedures.

    Performs duties at the MSS desk, Teller Line, and Greeter Station as deemed appropriate by Management. This position also performs duties in the Operations department.

    To provide accurate and detailed information to credit union members concerning credit union services and policies to include shares, share drafts, certificates, IRA's, loans, VISA, ATM, ACH, wires, payroll deductions, and electronic services.

    To operate and maintain a working knowledge of the data processing system as it relates to the daily operations of the credit union. This includes the ability to enter all transactions, deposits, withdrawals, loans and maintain accounts.

    To represent the credit union to members in a warm, courteous and professional manner. Adheres to expectations as outlined in the Credit Union Service Standards.

  • Reporting Relationships:
  • A. Reports to: Financial Services Supervisor (front office MSS)

    Operations Supervisor (back office MSS)

    B. Directs: None

    III. Responsibilities and Authorities

  • Receive members via telephone or in person, determine the nature of the member's business and either transact the member's request or refer member to appropriate staff member.
  • Responsible for handling changes in name, address, and other pertinent information.
  • Responsible for marketing credit union services by cross selling.
  • Responsible for handling payroll request. Includes stops, starts or changes on payroll deduction amounts or payroll distributions.
  • Process stop payment requests, order checks, and provides copies of statements that are in the optical system.
  • Responsible for processing share secured loans and share covered VISA’s.
  • Responsible for quoting accurate loan pay-off information.
  • Responsible for opening and closing share and share draft accounts. Must know the required procedures for opening and closing certificates of deposits and IRA accounts.
  • Identify, research and resolve member issues. Follow-up on member inquiries not immediately resolved.
  • Respond to member emails in a timely and professional manner.
  • Balancing, emptying, filling, and daily maintenance of Coin Machine.
  • Responsible for maintaining and balancing a cash drawer daily and for cashing share drafts or checks.
  • Receives cash and checks from members and is responsible for funds being deposited correctly and accurately to member accounts. Receives requests for transferring funds from one account to another and is responsible for funds being correctly and accurately transferred.
  • Responsible for processing incoming and outgoing mail transactions.
    • Assist at the Greeter Station when needed.

  • Maintain strict adherence and consistency to procedures regarding safe deposit boxes.
  • Create Debit/ATM/Credit Cards and balance card machine at the end of each business day.
  • Process and balance Automatic Teller Machine (ATM) daily deposit pulls and Audio Response requests. Monitor ATM portal.
  • Process fraud center detail report emails and CAM alerts. Assist with debit/credit card maintenance. Update travel notices through Powerlink.
  • Performs other duties as may be required or requested by the Supervisor.
  • Job Knowledge: Must have complete knowledge of credit union policies and procedures, applicable credit union law, and the data processing system. Must be knowledgeable of credit union products and services. Must be knowledgeable of general office procedures and etiquette. Must possess aptitude for figures.

    Desired Skills: Must be able to communicate effectively with others over the telephone and in person. Must be able to grasp the effects of member requests as they relate to individual accounts. Ten-key and keyboard skills required. Excellent oral and written communication required.

    Essential Functions: Mobility, Speech, Sight, Hearing, Stooping, Dexterity, Lifting up to 60 pounds, Bending, Sitting for extended period.

    Working Conditions: Must be willing to work overtime during peak periods. Usual office conditions.

    Pay Grade: Job Family 03, Level 07, support, non-exempt

    Minimum Qualifications

    Education

    High School diploma or equivalency required. Business or technical training desired. Completion of the Star Modules is preferred.

    Experience

    Two years financial institution experience required. One to two years credit union experience preferred.

    Degrees, Licensures, Certifications

    N/A

    Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

    Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

    Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

    Organization

    Read our Diversity Profile History

    Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

    As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

    Duke maintains a historic affiliation with the United Methodist Church.

    Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

    Mission Statement

    Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

    “To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

     “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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