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Team Lead - Membership Service Reps
Honolulu, HI
Job Description
- Assist the Credit Union Membership Service Representatives (MSRs) with daily workflow questions, member complaints or difficult inquires, and provides guidance on the interpretation of Credit Union policies and procedures. Coordinates the daily coverage of phones and the lobby area to ensure satisfactory and efficient servicing of our members. The Team Lead is expected to assist in answering incoming phone calls or help in the lobby as needed to support shortage in staffing.
- Screens outgoing letters to members and documentation of Credit Union daily transaction procedures to ensure paperwork is complete and accurate for expeditious processing.
- Trains Credit Union Membership Service Representatives on correcting errors when found and assists Credit Union Manager or Director by documenting staff performance for PMP purposes.
- Conducts the daily operations and balancing of the main office branch and the Kapolei Credit Union Branch Office on Fridays.
- Assist manager and director with all operational aspects of the credit union, including monitoring and updating online banking, mobile banking, website, Bluewire posting and work with Communications for all marketing pieces.
- Have working knowledge of consumer loan processing and underwriting as a back-up to the Loan Analyst.
- Reviews and updates the operational procedural manuals to ensure that the most current and accurate information to handle job assignments are being used.
- Recommends additional staff training needs to Credit Union management.
- Handles initial customer complaints by personally addressing the member's concerns and resolving the issue at this level if possible. Otherwise, Team Lead will provide research, documentation, and possible recommendation to Credit Union management for resolution with member.
- Provides Credit Union management with staffing reports related to performance of the Credit Union Membership Representatives.
- May attend meetings and other functions on behalf of Credit Union Manager.
- Performs all other miscellaneous responsibilities and duties as assigned or directed.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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