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MEMBER EXPERIENCE REPRESENTATIVE (MXR)

POSITION PURPOSE

Assist new and existing members with their immediate, short term and long-term financial needs/goals through exceptional service and problem-solving. This position combines all aspects of member services, and account opening functions, as well as actively supporting other member contact departments (Contact Center) to fulfill member needs. Accurately and efficiently process a variety of member service transactions and account maintenance functions. Actively participate in promotions by cross-selling and educating members on Mocse products and services while meeting productivity goals. This position requires a thorough understanding of deposit and lending operations and products to provide exceptional member service in all interactions.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and professional performance of member service functions and professional business relations with members.

a. Facilitate the delivery of efficient, accurate, and professional service of all financial products and services that defines excellent member experience. This will include accurately processing deposit transactions, creating out-of-the-box solutions for member loan requests, and opening accounts in an accurate and timely manner. All new products and services should be accompanied by accurate and timely documentation.

b. Presents and explains Credit Union services and products to members and assists in meeting their financial needs.

c. Opens and closes consumer and business accounts.

d. Provides member education and identifies cross-selling opportunities with an emphasis on strengthening member relationships. Actively cross-sells Credit Union products and services.

e. Assist members with requests, challenges, research, and follow-up on details to resolve matters to the member’s satisfaction. Utilize technology to educate members and prospective members on the benefits of Credit Union membership as well as our lineup of products and services.

f. Possess the necessary sales skills and positive energy toward the accomplishment of monthly and annual branch activity, member experience, and growth goals to continuously put our members first. Effective communication, especially listening skills, is required for the fulfillment of this requirement.

g. Provides Notary services as needed.

h. Opens, maintains, and closes Safe Deposit Boxes.

i. Assists members with Internet Banking, Mobile Banking, Payment Portal, Zelle Transfers, and Bill Pay questions.

2. Assumes responsibility for effectively receiving, reviewing, and processing loan applications.

a. Interviews members in person or via phone to gather information for processing Consumer Loan applications.

b. Evaluates and verifies loan applications by using the lending approval process. Verifies proof of income, debt ratios, and the value of the collateral. Presents loan requests to Underwriters for approval when necessary. Obtains loan approval and notifies applicants of loan decisions and necessary documentation or stipulations. Requests additional information if required.

c. Ensures that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.

d. Assists in servicing loans by processing payoffs, refinances, problem loan workout arrangements, address changes, payment extensions, and payment due date changes.

e. Assumes responsibility for securing collateral required before loan disbursal. Provides blue book/NADA values.

f. Counsels members whose loan requests were denied, explaining reasons and alternatives.

g. Educates and sells Debt Protection, Guaranteed Auto Protection coverage, and Mechanical Repair Coverage.

h. Assists members with credit disputes by providing summarized information to Loan Support for processing.

i. Ensures that lending operations are conducted in accordance with established Credit Union policies and procedures and are legally compliant. Ensures that loan requests are properly documented.

3. Assumes responsibility for performance and maintaining professional development and community service.

a. Complete all required meetings/training.

b. Ensures that the Credit Union’s quality and professional reputation are protected and maintained. Keep abreast of industry trends through benchmarking, participation in professional associations, etc. to advise others on strategic technology direction.

c. Pursue self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and members.

d. Utilize sound judgment skills to maintain a safe and secure environment. Adherence to all operational, regulatory, and security requirements, directives, and procedures while minimizing losses.

PERFORMANCE MEASUREMENTS

1. Member Focus – the primary reason for the existence of this role is to meet and exceed the needs of our members. In almost every situation a solution can be found. We expect that every MXR will do their best to achieve a win-win result for every member.

2. Flexibility – To be successful in a dynamic environment all advisors must be flexible and adaptable in their way of thinking. We reward outside-the-box thinking and wish to foster that environment in our branches for the benefit of our member owners.

3. Needs-Based Consultative Sales – In our financial services environment, the expectation is that all MXRs

4. will be so well-versed in our lineup of products and services that they will be comfortable and energetic about speaking with members about the benefits that meet their needs. To serve your member, you must know your member.

5. Motivation – Each MXR should possess the capability to motivate others. Once you have listened to the member’s needs and have found a product that would suit their interests, it is your responsibility to enhance their lives by bringing it to reality for them.

6. To be capable of, and willing to fully comply with the requirements of the Bank Secrecy Act, The Patriot

7. Act, OFAC, and all credit union policies and procedures relating to or arising from these laws and applicable government regulations. Good working relationships and coordination exist with area personnel and management. Appropriate assistance is provided to area staff as needed. Supervisors are appropriately informed of area activities.

8. Required reports and records are accurate, complete, and timely. Totals are balanced and any discrepancies are promptly resolved.

9. Credit applications and related financial data are closely and effectively analyzed and evaluated.

10. Actively participates in both departmental and organizational team meetings, goals, and tasks.

11. Supports Mocse Credit Union’s Vision and abides by the Code of Conduct.

12. Cooperates with supervisor in Performance Management process.

QUALIFICATIONS

Education/Certification: High school graduate or equivalent.

Required Knowledge: Thorough understanding of member services and products provided.

Good understanding of member bookkeeping procedures.

Good understanding of Credit Union operations.

Knowledge of Credit Union loan services, policies, and procedures.

Understanding of related legal and regulatory standards and required loan documentation.

Knowledge of consumer and residential lending practices.

Experience Required: Six months to two years of similar or related experience.

Skills/Abilities: The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust.

Obtaining cooperation (internally and/or externally) is an important part of the job.

Intrinsic empowerment to provide the highest level of service possible that puts members first.

All MXRs will be held accountable both individually and as part of the overall team.

Internally motivated and able to function independently as it relates to product knowledge.

A friendly and energetic disposition is required for success.

Other Skills:

1. Rapport building

2. Strong oral and written communication

3. Critical thinking

4. Sound judgment

5. Problem-resolution

6. Team collaboration

7. Root cause analysis

8. Technology friendly

9. Community focus

10. Professional appearance and attitude.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average conversations and receive ordinary information.

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Repetitive Motion: Movements frequently and regularly are required using the wrists, hands, and/or fingers.

Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

None: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability: Ability to deal with a variety of variables under only limited standardization.

Able to interpret various instructions.

Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio, proportion, and percentage. Able to perform very simple algebra.

Language Ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.

Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.

Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent), and variation in word order; using present, perfect, and future tenses.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Job Type: Full-time

MARKETING MANAGER

POSITION PURPOSE

The Marketing Manager is responsible for coordinating and directing all marketing department functions, and the formulation, development, and implementation of credit union marketing goals and objectives. Participates in the inception and development of new services and products based on member needs. This role organizes and directs the Marketing Department and ensures that marketing projects are well coordinated and complement the strategic objectives of the credit union. Develops policies, procedures, and training programs to ensure efficient and effective marketing operations. Supervises and appraises the activities of subordinate personnel (if applicable) and ensures that all promotional activities are performed professionally.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the development and implementation of strategic planning of marketing functions.
   1. Assists Senior Management with long and short-term strategic
   2. Develops and implements marketing plans, strategies, and programs for all credit union services and
   3. Executes established goals and ensures that strategic plans are complemented and supported.
   4. Develop and manage a marketing and promotions calendar.
   5. Manage social media content platforms and execute end-to-end campaigns.
   6. Manage a digital sales funnel and content management system (CMS)
   7. Manage and collaborate with outside professionals like copywriters and designers.
2. Assumes responsibility for ensuring effective and efficient Marketing programs.
   1. Ensures that the quality and integrity of marketing programs and activities are
   2. Ensures that marketing functions are carried forward in accordance with established credit union
   3. Conducts periodic reviews of existing marketing Provides recommendations regarding improvements in delivery mechanisms, public relations, and new products and services.
   4. Ensures regulatory compliance as it relates to the development of products and services and delivery
   5. Evaluates the Marketing Department’s effectiveness through analyses of department activity, new account data, and member
3. Assumes responsibility for ensuring the effective administration of Marketing activities.
   1. Establishes and implements organizational structure, policies, and procedures for the Marketing Department.
   2. Manages expenses within approved budget.
   3. Ensures that marketing functions are well coordinated with branch operations and with related Provides assistance as required.
   4. Keeps Senior Management informed of marketing activities and any significant
   5. Attends and participates in meetings and committees as required.
   6. Completes required reports and documents.
4. Assumes responsibility for establishing and maintaining effective coordination with employees and with management.
   1. Models the Code of Conduct.
   2. Assists management and employees as required.
   3. Keeps management informed of area activities, progress toward established objectives, and any significant problems or Requests assistance when necessary.
   4. Attends meetings as required.
   5. Completes assigned, required reports and related documents promptly and accurately.
5. Assumes responsibility for related duties as required or assigned.
   1. Ensures that work areas are clean, secure, and well-maintained.
   2. Stays informed of developments and trends within the credit union/financial industry that may affect marketing and advertising.
   3. Completes special projects as assigned.

 PERFORMANCE MEASURES

1. Marketing functions are efficient, effective, and delivered in accordance with credit union policies and procedures.
2. Marketing programs are regularly reviewed and revised as Marketing activities should complement and support credit union strategies and goals.
3. Marketing functions are well coordinated with branches and related Assistance is provided as needed.
4. Marketing personnel are effective and Good communication exists with department personnel.
5. Senior management is appropriately informed of marketing activities and any significant Suggestions for improved efficiency or effectiveness are provided. Required reports and records are accurate and timely.
6. The credit union’s professional reputation is maintained.

QUALIFICATIONS:

EDUCATION/CERTIFICATION: Bachelor’s degree in a related field or equivalent experience.

REQUIRED KNOWLEDGE: Thorough understanding of credit union products and services with a strong background in financial marketing and promotions.

EXPERIENCE REQUIRED: 3+ years of credit union experience preferred.

ACCOUNTING SUPERVISOR

POSITION PURPOSE

Responsible for implementing policies, procedures, and systems involving accounting operations. Assigns, directs, coordinates and reviews work for accounting staff. Responsible for the accounting department’s efficient operation, ensuring adequate coverage, training, supervision, and performance reviews. Ensures that staff provides professional and efficient services and that problems are resolved promptly. Responsible for accurately and timely completing administrative functions for various accounting software applications including Fedline, corporate account access, investment, and certificate reporting. Oversee and complete department monthly responsibilities.

ESSENTIAL FUNTIONS AND BASIC DUTIES

1. Assumes responsibility for the accurate and efficient performance of critical Accounting department functions.
a) Responsible for analyzing and reconciling detailed general ledger accounts. Research and resolve discrepancies or errors.
b) Provide administrative functions for various accounting software applications such as Fedline or corporate account access.
c) Perform all related IRS backup withholding functions, communication, and reporting.
d) Oversee monthly audit of all GL reconciliations and documentation. Reconcile general ledger accounts as assigned.
e) Compute figures and prepare recurring account reconciliations. Review source documents and record daily transactions. Balance and post daily entries.
f) Complete required records and reports for monthly balancing of investments, corporate credit union accounts, and other assigned reports.
g) Compiling regulatory reports and monthly financial reports for review by the VP of Administration.
h) Post transactions to the appropriate general ledger account.
i) Reviews and verifies the accuracy of journal entries and accounting classifications.
j) Complete accounting functions in accordance with established policies and procedures. Monitor procedures, policies, and service delivery. Modify, write, and update procedures as necessary.
k) Oversee vendor management that relates to accounting functionality.
l) Assists the VP of Administration and other employees engaged in accounting activities.

2. Assumes responsibility for effectively researching, tracking, and resolving Accounting problems or discrepancies.
a) Ensure that Fedline and corporate account functions are completed in accordance with established policies, procedures, and legal standards. Keep records of Fedline functions.
b) Work with management and staff to research, resolve, and correct any accounting-related payment or processing errors. Communicate with staff and management the outcome and resolution of problems or research.
c) Analyze financial reports and records to ensure accuracy and compliance with GAAP.
d) Provides problem resolution and identifies process improvements for all areas of accounting. Work with staff and management to correct any errors or discrepancies.

3. Effectively supervises Accounting Department personnel, ensuring optimal performance.
a) Keep the department adequately staffed.
b) Track workflow and ensures that deadlines are met.
c) Ensure that department functions are complete in accordance with established policies and procedures and related legal requirements. Monitors and evaluates work quality, efficiency, and productivity.
d) Provide leadership to personnel through effective objective setting, delegation, and communication. Conducts staff meetings as required and informs personnel of policy and procedures changes. Evaluates and discusses areas needing improvement.
e) Ensure that personnel are well trained, effective and optimally utilized. Identify training needs and develop appropriate training programs. Conduct training sessions and cross-train staff as appropriate.
f) Collaborate with staff to set individual and team goals. Conduct quarterly meetings to reflect on their progress. Support and encourage them in their professional development.
g) Prepare and deliver employee coaching and discipline in a timely manner.

4. Assumes responsibility for maintaining effective business relations with financial professionals, and government officials.
a. Respond to or refer questions or problems promptly and courteously.
b. Gather information required for audits and exams.
c. Maintain the credit union’s professional reputation.
d. Prepare and submit the annual FR2910a report to Federal Reserve as scheduled. Prepare and report Local Agency accounts to the Department of Financial Institutions as required weekly and quarterly.

5. Assumes responsibility for establishing and maintaining effective communication and coordination with area personnel and management.
a) Keep management informed of area activities and of any significant problems. Reports the status of all account reconciliations to the VP of Administration, monthly or as requested.
b) Assist area personnel as needed. Maintains regular contact with other departments to obtain information and/or to correct problems.
c) Provide coverage for absent employees as required.
d) Maintain proper security controls, and is familiar with all security procedures, reports any suspicious activity or problems beyond their authority to appropriate supervisor/management personnel.
e) Complete reports and balancing promptly and accurately.
f) Coordinates accounting matters with other departments and locations.

6. Assumes responsibility for related duties as required or assigned.
a) Complete special projects as needed.
b) Stay informed of changes in department including updates in compliance, policies, and procedures.
c) Ensure that the work area is clean, secure, and well maintained.
d) Attend meetings as required.

PERFORMANCE MEASUREMENTS

1. Ensure that all critical department functions are completed accurately and timely including ACH, check 21 item processing, wire transfers, ATM settlement, research, levies, accounts payable.
2. Management of Fedline and corporate account access for staff is completed and updated as needed.
3. Government forms and reports for backup withholding and Fedline access are correct and filed on time and in accordance with established policies, procedures, and legal requirements.
4. Accounting Department personnel are effective, motivated, optimally utilized and well supervised. Assistance is provided as needed.
5. Recordkeeping errors or discrepancies are promptly discovered and resolved or appropriately referred.
6. Accounting documents, records, and reports are accurate, current, and timely.
7. Good communication exists with credit union personnel. Support and assistance are provided as needed for scheduling, coverage, and training. Procedures are developed and maintained.
8. Management is appropriately informed of area activities.
9. Accounting functions are completed in accordance with established standards, policies, and procedures.
10. Regularly lead and participate in staff and/or department meetings. Contribute and/or provide information for meetings.
11. Maintaining professional and technical knowledge and keeping current with industry trends, news, laws, etc.
12. Lead employees in accomplishing team goals and tasks.
13. Quarterly meetings, coaching, and disciplines are delivered in a timely manner.
14. Support Mocse’s values and model the Code of Conduct.

QUALIFICATIONS

EDUCATION/CERTIFICATION: Minimum of two-year college degree or specialized course of study

REQUIRED KNOWLEDGE : GAAP, NCUA Regulations, and state and federal laws

Strong knowledge of accounting processes and principles

EXPERIENCE REQUIRED: 3-5 years of accounting experience

Minimum of 1 year of Supervisor or Lead Worker responsibilities

Previous Credit Union or financial institution experience preferred

SKILLS/ABILITIES: Excellent communication and leadership skills

Good Supervisory and training abilities

Professional appearance, dress, and attitude

Strong analytical and problem-solving abilities

Attention to detail and accuracy

Strong math and accounting skills

Excellent interpersonal skills

Proficient in Microsoft Office application skills, specifically Excel and Word

Job Type: Full-time