Job Title: eServices Relationship Officer

Department: eServices, In Office

Reports To: eBranch Assistant Manager

FLSA Status: Non-Exempt

Grade: 6

Summary

The eServices Relationship Officer is responsible for processing new accounts, member service requests, teller transactions and assist with loan questions through electronic delivery channels. Assists in creating an environment and culture to make members dreams come true.

Essential Duties and Responsibilities include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their manager.

New Account Duties

• Open new accounts and perform new member onboarding process.
• Meet or exceed deposit goals.
• Perform initial quality reviews on new accounts.

Member Service Request Duties

• Complete butterflying account process.
• Perform and resolve routine account-related requests, inquiries, and issues.
• Create leads and cases for member products and services that are unable to be resolved.
• Completes end of day procedures.
• Answers payoff requests and Asset Verification.
• NetTeller corrections and unfreezing frozen NetTeller accounts.
• Escort vendors to appropriate departments.
• Manage and maintain member appointment schedules.
• Follows account comments, warnings, and notes.
• Verify remote deposit capture.
• Respond to Text Concierge messages from the membership.
• Process ITM disputes, wires, POA requests and IRA’s.
• Complete opening and closing duties and end of day procedures

Teller Duties

• Process and verify deposits for cash and checks, withdrawals, transfer and loan payments.
• Audits, restricts and unrestricts NetTeller frozen accounts.
• Escorts vendor to appropriate departments
• Completes eCTR procedures including adding a CTR transactor to accounts for non-members.
• Completes SAR’s when appropriate.
• Review and correct any account errors.
• Completes and verifies members/ non- members via Teams.

Loan Duties

• Answer routine loan-related requests and inquiries

Compliance and Fraud Prevention Duties

• Perform, prepare, and obtain all necessary verification and documentation for products and services.
• Completely and accurately obtain and input all CIP information for new accounts.
• Properly update all necessary CIP information in the core processor for all applicants, and applicable transactions.
• Accurately perform OFAC during transactions such as but not limited to: opening new accounts; adding individuals to an account or shares; producing cashier’s checks; initiating wires, etc.
• Accurately identify all members.
• Completely and accurately fill out CTRs and SAR for RGCU members or customers.
• Ensure that all accounts and transactions are reviewed for the appropriate red flags.

Member Service

• Perform, prepare, and obtain all necessary verification and documentation for products and services.
• Come to work every day with a member focused, passionate, and dedicated approach.
• Approach every member situation from a caring, helpful, and openminded approach.
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier.
• Assists in any other areas as directed by the AVP of Digital Services, eBranch Manager, eBranch Assistant Manager, eBranch Lead, Senior Management and/or President/CEO.
• Ensure that all accounts and transactions are reviewed for the appropriate red flags.
• Report all suspicious activity to the Risk Management department via the compliance group email.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Decision-Making and Judgement - Collects and evaluates all relevant information prior to making job-related decisions. Presents well-considered alternatives when making recommendations. Makes decisions in a timely manner. Communicates with all affected parties prior to implementing decisions. Maintains appropriate, professional boundaries with all peers, subordinates, supervisors, managers, vendors, and guests. Understands what appropriate, professional boundaries are and models these boundaries to others.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Experience- Up to 6 months of related experience.

Education- Has a high school degree or equivalent.

Language Skills

Ability to effectively present information and respond to questions from managers, members, and the general public.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Symitar software used to perform member transactions. Spreadsheet software and Word Processing software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and use hands to finger. The employee is frequently required to reach with hands and arms and talk or hear.

Work Environment

The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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