MSR III -PRODUCT SUPPORT SPECIALIST

Company: Truwest Credit Union
Location: Tempe
Posted on: October 29, 2024

Job Description:

Live your best (work) life at TruWest Credit Union!

Do you like knowing what tomorrow will bring? And the day after? And the day after that? Same, us too! At TruWest, we offer steady work schedules that makes it easy for you to plan (work) life around.

Self-care is important. So why not get paid for it? TruWest offers paid time off and we also observe all Federal Holidays which gives you 11 more days a year to spend on YOU or hanging out with family, friends or furbabies (bonus)!

Benefits? We've got you covered (get it?)! We offer first day medical, dental, vision and 401(k). We'll even help you save for retirement by matching your 401(k) contributions. Don't even know what a 401(k) is? That's okay, we'll show you the ropes and you'll learn a ton about finances, loans, accounts and planning for your future. We want you to know all about our products and services so you can help our members. Don't believe us? Just check out our video that highlights all the amazing things we do here:

https://vimeo.com/721196286/593a894041

Starting pay: $21.21/hr. Final salary is dependent on a candidate's experience and qualifications.

If you love working with members and looking for a place to call home, you've found it. What are you waiting for? Apply now!

Full Job Description:

This position is responsible for providing specific, technical and clerical functions in support of the Member Services Department and for providing general to detailed account information over the telephone. Responsible to handle types of transactions that are more complex; such as returned items, check adjustments, plastic debit processing, fraud/dispute claims, charge off accounts, Overdraft Privilege, and backing up special accounts. Responsible for assisting branch/department staff on inquiries regarding member accounts. Interfaces with TruWest dispute vendor, plastics vendor and internal departments. Have the understanding of policy and procedures relating to the Member Services Department. Responsible for providing spontaneous service excellence to members, employees and business associates; demonstrating the values shown on TruWest's Vision, Mission and Values.

Qualifications:

Education: High School diploma or GED

Experience: 2-3 years' experience as an MSR II, Product Support Specialist or similar related experience.

Knowledge and Skills: This individual must have good verbal/written communication skills in order to exchange moderate to complex information to staff and members. Individual must also have excellent telephone etiquette, good organizational skills and be able to work independently and meet expected timelines. This individual must have an intermediate to advanced understanding of the XP System. This individual must also have intermediate to advanced PC skills including Microsoft Word, Excel, Akcelerant and Outlook. Must have a thorough understanding of TruWest's products and services offered.

Essential Duties and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Process the daily Return Items report, when scheduled.
• Process the Share Draft exception report, when scheduled.
• Process the daily card reports.
• Orders Debit Cards, and complete maintenance of these cards.
• Interface with Visa DPS regarding member inquiries on debit card disputes and fraud claims.
• Manage all debit or ATM card disputes and fraud claims; including but not limited to issuing/revoking provisional credit to members, provide additional documents to assist members complete card disputes and fraud claims, and maintain internal dispute and fraud tracking.
• Process and report fraud claims into CUNA.
• Process Stop Payment requests, Change of Address requests, Plastic Card Maintenance forms, and other documents received in Member Services.
• Processes all adjustments for items such as encoding errors and lost items that have not been processed.
• Retrieves check copy requests for staff and members.
• Process Social Security verification of deposits (VODs).
• Process the card renewal file for month end card processing.
• Process Affidavit of Forgery on checks.
• Process LynxGate exceptions daily.
• Update member accounts with Travel Notifications, as applicable.
• Compile dispute and fraud summary for month end Significant Activity report. Responsible for updating Work Instructions, Policy and Procedures, and Job Aids as related to this position.
• Assigned to Crystal reports to be maintained during the month.
• Process and monitor Overdraft Privilege Accounts.
• Process and monitor Charge off Accounts.
• Responsible for communication and reporting between Chexsytems and TruWest in regards to charge off accounts.
• Backup the Product Account Specialist with Business Accounts, reviewing and approving before the account is opened.
• Backup the Product Account Specialist with Trust accounts, reviewing documents for accuracy in XP.
• Backup the Product Account Specialist with Death Claims, entering claims into Akcelerant. Backup the Product Account Specialist with IRA Withdrawals, Contributions and Transfers for accuracy in XP and in Ascensus.
  
  Secondary Duties and Responsibilities:
• Completes assignments in a timely manner by structuring and organizing work effectively.
• Work as part of the team and cooperates with co-workers and manager.
• Demonstrates a willingness to assume additional responsibilities as need to ensure department productivity is maintained.
• Provide prompt and courteous service to staff and members while exhibiting professionalism in dress, appearance and behavior.
• Communicates effectively with co-workers and members both orally and in written form and maintains a professional interface with other departments.
• Adheres to all TruWest Human Resource policies.
• Follow credit union policies for compliance with all laws and regulations, specifically, but not limited to, the Bank Secrecy Act, Security Policies and Confidentiality Policies.
• Good knowledge of deposit products and the ability to assist staff and members with their financial needs.
• Responsible for completing all special projects as required by the Member Services Manager or Vice President.
• Follow credit union policies for compliance with all laws and regulations, specifically, but not limited to, the Bank Secrecy Act, Security Policies and Confidentiality Policies.
• Other duties as assigned.

Keywords: Truwest Credit Union, Gilbert , MSR III -PRODUCT SUPPORT SPECIALIST, Other , Tempe, Arizona