This MRO must be able to work out of any of Empeople's branches in Southern Maine depending on staffing needs.

The Member Relationship Officer is responsible for delivering the distinctive Empeoples member experience by serving as a concierge in a progressive environment. Responsibilities include promptly greeting members in the retail branch lobby, providing account servicing including: processing account transactions (handling cash and checks, deposits, withdrawals, loan payments, and any other transactional request by member), handling general account maintenance functions, In addition, the MRO will process requests sent by our phone service team and be cross trained to serve members over the phone. All MROs are expected to educate members on products and service offerings. As a credit union, our business relies on member participation to facilitate the growth of the organization, and educating our members on the benefits of participation is crucial in this role. MRO’s have access to top-tier service and sales training. We fully support cross training and professional development. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

QUALIFICATIONS:

Knowledge Of:

• Empeople products and services 
• Empeople policies and procedures pertaining to Member Services 

Ability To:

• Operate a PC using the following software applications Excel, Word, PowerPoint and Outlook.
• Operate the Credit Unions financial software to   access member accounts for transactions and account inquiries. 
• Effectively manage the branch lobby and meet the service level expectations. 
• Provide exceptional member service to every internal and external member. 
• Communicate effectively with members and process requests timely and accurately. 

• Enthusiastically greet members as they enter branch lobby, acting as a concierge of the Empeople experience. Welcome and acknowledge all members according to company standards, anticipate and address members’ service needs, assist individuals with disabilities, and thank members with genuine appreciation. 
• Search for opportunities to promote products and service-usage to members that would benefit members and enhance their economic well-being. Educate members on Credit Union self-service digital technology: Mobile Banking, Online Banking, Bill Payment, remote deposit capture, debit cards, e-statements, ATMs, and alerts.
• Fraud is rampant in the banking industry and protecting our members’ money and identity is paramount. The role of the MRO is to ensure we advise members on the best course of action to protect them and their money. 
• Handle all account servicing requests from members. Coordinate and conduct deposit and member services functions in accordance with policies, principles, and procedures. 
• Answer questions about products and services and resolve problems. This role is designed to support members through any problem and always find a resolution for them.
• Identify cross-sell opportunities, and make product and/or service recommendations as the needs arise, and hand-off to appropriate branch staff or business line to complete the sale 
• Responsible for daily credit union business including record retention, cash management, inventory, daily reconciliations, and office security. Ensure all required paperwork and documentation are accurately completed, adhering to the Credit Union’s policies and procedures. 
• Operate cash transaction drawer. Responsible for investigating and resolving all balancing offages and discrepancies, including MRO cash drawers and cash recycler totals. 
• Processes regular Member transactions including servicing Member accounts, accepting loan payments, cashing checks, verify currency, balancing cash drawer, night deposits, correct discrepancies and make necessary adjustments. Balance Automated Teller machines 
• (ATMs) and Teller Cash Dispensers (TCDs)/ Teller Cash Recyclers (TCRs) as necessary 
• Represents Empeople with a professional image. Ensuring that the office image is favorable, reflecting a sound and secure financial institution that employs prudent housekeeping procedures, safety measures, and provides a pleasant atmosphere for members, including privacy, confidentiality, and ease of use. 
• Develop and maintain positive working relationships with others, support teams to reach common goals, and listen and respond appropriately to the concerns of other employees. 
• Assures proper coverage, training, and functioning of the lobby area as well as ensuring that members are greeted and assisted promptly. 
• Integrates the credit union philosophy and operating principles and diligently promotes the credit union's Mission Statement into work habits, processes, and service delivery systems. 
• Comply with quality assurance expectations and standards. 
• Provide Notary services to members. 
• Perform other related duties as assigned. 
• Strong organizational, accuracy and detail orientation skills required. 
• Comply with all applicable laws, regulations, policies, and procedures, inclusing but not limited to: Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act, and the Customer Identification Act (CIP).

REQUIRED EDUCATION AND EXPERIENCE:

• High School diploma or GED and two years of related teller, customer service and cash handling experience.

License or Certificate:

• Notary Public
• Bondable
• Acceptable Credit History

COMPETENCIES: 

• Customer Service
• Communication Skills
• Mathematical Skills
• Reasoning Ability