Job description

Title: Lead Member Service Representative

Reports to: Branch Manager

Incumbent:

Basic Functions:

Oversee the Frontline Member Service area. May perform all Member Service functions on a limited basis. Solve escalated member problems and/or help with complex member questions or work-related matters. Guide and advise Member Service Representatives in the efficient handling of member needs and accurate transactional processes. Must be skilled in customer service.

Specific Duties of the Lead Member Service Representative:

· Follow all policies and procedures required to maintain accuracy, manage risk, prevent fraud, and protect members.

· Responsible for the vault cash; will order money from third party and distribute to tellers when needed.

· Investigate teller losses and institute corrective flow of work.

· Onboarding and train new employees.

· Address member issues or concerns; engage Branch and Assistant Managers when needed to provide full solutions for members.

· Perform verbal disciplinary coaching to correct procedural issues on the frontline and keep Branch and Assistant Managers informed.

· Observe any additional corrective disciplinary action within the Frontline Member Service area and report these issues to Branch and Assistant Managers.

· Maintain proficient knowledge of the rules and regulations, including but not limited to, the Bank Secrecy Act, and OFAC.

· Complete all essential ongoing training courses as required.

· Any additional duties assigned.

Education Requirements: High school diploma or GED equivalent.

Experience Requirement: Preferred one year financial institution experience. Preferred two years in customer service or customer facing role.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• AD&D insurance
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Vision insurance

Experience level:

• 1 year

Physical setting:

• Office

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Pottsville, PA 17901: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Cash handling: 1 year (Preferred)
• Banking: 1 year (Required)
• Customer service: 2 years (Required)

Work Location: One location

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