Member Services Specialist I

Position Summary:

The Member Services Specialist I performs resolution and processing of various transaction tasks such as stop payments, returned deposit items, collection items, verifications of deposit, check hold monitoring, month end reporting and various general ledger (GL) reconciliations. The incumbent ensures timely processing and reporting of checks, research and adjustment of various inclearing items and resolution of accounts that are out of balance.

The incumbent supports other service departments on member issues that require immediate resolution. The incumbent may handle special projects and prepares reports and analyses as assigned to effectively meet member and Technology Credit Union (Tech CU) needs.

Essential Duties
• Researches and resolves all applicable Central Operations department GL accounts and provides documentation as requested or required for reconciliation.
• Reviews each assigned GL account on a daily basis.
• Processes share draft, return deposits, levies, subpoenas, incoming mail, and return mail.
• Reviews checks accepted via various channels and assesses them for risk, places holds or rejects items as needed.
• Provides backup assistance as needed and works with the team to ensure all departmental duties and goals are met.
• Locates and corrects missing deposits.
• Conducts research necessary to provide verification of deposit, credit information, 10-day payoffs and other verification letters per member requests.
• Responds to management direction in the completion of requests, department needs, or scheduling while supporting established service standards.
• Communicates clearly and accurately while responding to member and internal requests regarding operating policies and procedures as needed.
• Performs other duties and special requests as assigned.

Work Schedule
• Full-time: typically 40 hours/week
• M-F, 8 hour shift within the 7:45am-6:30pm window
• Occasional overtime

Workplace Essentials
• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate, & Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local regulatory agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Education: Associate Degree or equivalent experience. 

Experience: 3+ years’ experience in financial institutions, including exposure to account/member services

Knowledge/Skills/Abilities:
• Excellent communication with strong written and verbal skills.
• Proficient with Microsoft Word, Excel, PowerPoint, Outlook and Internet Explorer.
• Extremely detail-oriented.
• Good ability to challenge status quo and drive innovation with a positive “can do” attitude.
• Strong ability to effectively communicate with members to resolve risk and fraud issues.
• Strong service and ability to work independently with Tech CU departments.
• Basic knowledge of Symitar, Episys or other similar systems.

Travel: May be required to infrequently attend offsite training, meetings or events, typically with advance notice. Overnight travel unlikely.

Typical Working Conditions: Office environment with direct and/or phone interaction with client.

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices.

Physical Requirements: This position requires:
• Ability to sit 70% of the day.
• Walk/travel outside of the facility 10 % of the time.
• Speaking and listening to interact with clients and team in person or via phone.
• Reading a computer screen and perform keyboarding tasks for up to 50% of the day.

EQUAL EMPLOYMENT OPPORTUNITY
Technology Credit Union is an Equal Opportunity Employer. All qualified employees and applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This is a grade 103 position, with a salary range from $59,300 to $82,700 with bonus potential of 7%. The anticipated range for new hires is between the low-end and midpoint of the range, depending on experience. Tech CU is a pay-for performance organization that benchmarks base pay to the 50^th percentile of our market and we provide incentive-based compensation aligned with successful accomplishment of individual and corporate goals. The salary mentioned above is based on working in San Jose, CA. Salaries are based on the geographic location in which you live if working remotely.

Additionally, Tech CU provides health care benefits, life and disability insurance, 12 paid holidays and 401k with a company match; along with employee paid voluntary benefits. 5.54 Paid Time Off (PTO) hours accrue per bi-weekly paycheck (18 days per year) and will increase with length of service. Eight hours of Voluntary Time Off (VTO) are granted to full time employees annually to dedicate time to charitable organizations. Leaves of absences are available in adherence with state and federal regulations.