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<h3>Job Description</h3>
Job Description
 
 
 
 
 
POSITION DESCRIPTION:
MEMBER SUPPORT SPECIALIST
Department: MEMBER SUPPORT
Classification: Non-Exempt 
Reports to: Member Support Manager
GENERAL DESCRIPTION: 
As a Member Support Specialist, based out of our South Charlotte location, you will use your persuasive personality to make a positive impact on our members via phone, email and or cobrowsing. You will perform an extensive range of banking center activities, including but not limited to processing transactions, initiating disputes, act as an advisor to our members by educating them on the products and services available to fit their needs while contributing to the financial growth of the credit union. 
ESSENTIAL FUNCTIONS: 
Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:
<ol>
<li>Achieving production standards (measured through handle time, number of calls, abandonment rate, cobrowse engagements, loan referrals, and quality audits.</li>
<li>Working independently prioritizing work to accurately complete daily assignments in support of the Credit Union goals</li>
<li>Offer solutions to resolve member concerns/needs while maintaining positive problem-solving skills</li>
<li>Uncover additional services that a member’s relationship will benefit from; cross sell these products and services</li>
<li>Upgrade phone calls to cobrowsing to assist member’s more effectively</li>
<li>Maintain accurate notations on all communications with our members, reviewing assignments, and ensuring member accounts are properly addressed.</li>
<li>Staying well versed on CTFCU procedures and policies by participating in continuing education programs; protecting our members by ensuring confidentiality, safety, and security of information</li>
<li>Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)</li>
</ol>
To be successful in this role, you will be:
<ol>
<li>Highly energetic, multi-tasker and strong verbal/written communication skills</li>
<li>Ability to adapt to &amp; discuss complex digital tools and technologies </li>
<li>Goal driven, over achiever</li>
</ol>


PERFORMANCE MEASUREMENTS
<ol>
<li>Demonstrate results within the MSS scorecard, consisting of operational efficiency, interaction quality, leads and referrals, engagements, implementing core values, NetPromoter surveys, etc.)</li>
<li>Exhibits ongoing commitment to achieve and demonstrate our organizational core values</li>
</ol>

QUALIFICATIONS
<ol>
<li>High school diploma or equivalent; Associate’s degree in banking or finance a plus</li>
<li>One or more years’ experience in sales, cross selling, customer service; preferable in banking or other financial industry</li>
<li>Experience with the daily use of multiple systems </li>
</ol>

DISCLAIMER AND ACKNOWLEDGEMENT
Position descriptions possess the essential functions and basic duties of the role. Peripheral tasks may 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 contained above 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. Position 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. Equal Opportunity Employer: M/F/Disability/Veteran.
I have received a copy of the above position description and understand the role’s expectations for performance. I understand that should I have questions or need additional directions, it is my responsibility to seek clarification and/or assistance from my direct supervisor. 
Employee Signature: __________________________________________ Date: _________________
Supervisor Signature: __________________________________________ (Witness)

MEMBER SUPPORT SPECIALIST I

<h3>Job Description</h3>
Job DescriptionThe Member Service Specialist ensures every member/guest entering a Sun FCU lobby is greeted and welcomed. They serve as the primary account opener in the branch and fills in where needed in the member service and consumer lending area. Provides a full range of products and services to members with an emphasis for acquiring, expanding, and enriching member relationships Identifies and analyzes member needs to adequately recommend products and services.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal’s mission and core values in a positive manner. Other duties may be assigned.
<ol>
<li>The Member Service Specialist is directly responsible for the following:
<ol>
<li>Acts as Branch Concierge in High-Touch, High-Tech (HTHT) environment by:
<ol>
<li>Greeting all members/guests entering Sun FCU lobby, always exhibiting Sun Federal’s service behaviors.</li>
<li>Assessing needs and directs members to Harmony (ITM) for regular transactions (deposit, withdrawal, loan payment, transfer).</li>
<li>Ensuring beverage area is always clean and well-supplied.</li>
</ol>
</li>
<li>Opens and closes member accounts, checking accounts, secondary savings accounts, and certificates.</li>
<li>Opens and performs transactions on Individual Retirement Accounts (IRA) and Health Savings Accounts (HSA).</li>
<li>Interviews, takes consumer loan applications, gathers information, recommends a decision, and processes preliminary documentation on Visa, Personal, &amp; Vehicle requests.</li>
<li>Cross-sells and refers members to consumer or mortgage loan officers, Wealth Management, or other business partners based on member needs.</li>
<li>Executes the branch and CU business plan as assigned, which includes playbook outbound calls to members.</li>
</ol>
</li>
</ol>

<ol>
<li>Assumes responsibility to develop and maintain quality member relationships.
<ol>
<li>Provides personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations and deepen relationships.</li>
<li>Meets expected service levels for wait time and accuracy. </li>
<li>Ensures that all member requests are processed accurately and efficiently.</li>
<li>Maintains a high degree of knowledge in all credit union programs, ensuring quality service and accuracy.</li>
<li>Acts in the member’s best interest; consistently educate members about their financial choices including convenience service options.</li>
<li>Participates in the development and attainment of branch goals.</li>
<li>Takes responsibility for deepening member relationships.</li>
<li>Displays sound judgment in handling member requests and exceptions, seeking and documenting approval as needed. </li>
<li>Consistently meets CML &amp; established service behavior standards.</li>
</ol>
</li>
</ol>
<ol>
<li>Assumes responsibility for the efficient, effective, and accurate performance of member service functions.</li>
</ol>
<ol>
<li>Completes transactions, balances, and verifies cash totals.</li>
<li>Represents the Credit Union in a courteous and professional manner.</li>
<li>Presents and explains Credit Union services and products to members. </li>
<li>Actively and professionally cross sells Credit Union services.</li>
<li>Actively participates in Branch “Playbook” efforts and achieves individual goals as assigned. Makes assigned outbound calls as directed.</li>
<li>Takes ownership of problems, shows empathy, and apologizes for errors and follows up appropriately. Utilizes member feedback to enhance service quality, creates equitable solutions, and increases member loyalty. </li>
<li>Executes areas of branch Cross Training Matrix as directed by management.</li>
<li>Ensures that work area is clean, secure, and well maintained. Assists with branch/department presentation.</li>
<li>Keeps manager informed of area activities and significant problems.</li>
<li>Refers members to Collections department, as necessary.</li>
<li>May be responsible for:
<ol>
<li>acting as the Branch Marketing Liaison which includes keeping branch displays, materials and staff up to date on current marketing promotions.</li>
<li>the accurate operation of and cash ordering for the branch vault and/or ATM/ITM.</li>
<li>clearing minor faults, currency jams and other light duty (or “first line”) ITM/ATM troubleshooting</li>
<li>completing member transactions, including but not limited to, deposits, withdrawals, transfers, loan payments and account maintenance.</li>
</ol>
</li>
</ol>
<ol>
<li>Assumes responsibility for effectively receiving, reviewing, and processing consumer loans.
<ol>
<li>Interviews, takes applications, gathers information, and processes preliminary documentation on consumer loan (Visa, Personal, &amp; Vehicle) requests.</li>
<li>Refers member requests for Home Equity Loans and Home Equity Lines of Credit to Consumer Loan Officer, Mortgage Loan Officer, or Manager.</li>
<li>Evaluates and verifies loan applications and credit criteria. Computes debt ratios. Verifies employment and income. Determines value of collateral. Requests additional information if required.</li>
<li>Makes loan recommendations and forwards to management for decision. Communicates decisions with members and send appropriate documentation.</li>
<li>Coordinates and processes consumer loan closings. Ensures that each loan is promptly and properly prepared, documented, processed, approved, and disbursed. </li>
<li>Counsels members regarding money management and financial matters including conducting credit report reviews. Assists in counseling members whose loan requests were denied, explaining reasons and alternatives.</li>
<li>Responsible for establishing and modifying automatic transfers of consumer loan payments.</li>
<li>Offers SunGuard payment protection, Guaranteed Asset Protection (GAP), and Mechanical Repair Coverage (MRC) coverage to members.</li>
<li>Seeks additional lending opportunities within member profiles and credit reports. Creates and identifies mutually beneficial solutions (Recaptures) for members and the Credit Union.</li>
<li>Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures that loan requests are properly documented.</li>
<li>Refers member business lending needs to Consumer Loan Officer or Branch Manager.</li>
</ol>
</li>
</ol>

Expectations for Employees 
<ol>
<li>Supports and advances Sun Federal’s mission, vision, values, and culture. Accepts responsibility to live Sun Federal’s culture. Makes a positive contribution to business plan objectives, goals, and outcomes. Follows Sun Federal’s Service Behaviors. Shows professionalism, empathy, and respect in all interactions with members, internal and external. </li>
<li>Takes personal responsibility to actively listen to the members, understand their needs and take initiative to help the member as your priority. While some have little direct member contact, every position at Sun Federal supports the member.</li>
<li>Take ownership of job duties. Offer team members assistance when necessary to help develop a fully competent and cohesive workforce. Recommends and develops process improvements and procedures to enhance productivity and improve service.</li>
<li>Responsible for personal development through training, collaboration, and teamwork. Understands and adheres to all policies, procedures, and regulations. Maintains knowledge of regulations appropriate for position (i.e., Bank Secrecy Act, OFAC, etc.) and attends all training as it relates to position related regulations. </li>
<li>Adheres to Sun Federal’s security procedures and safeguards member information. </li>
<li>Demonstrates professionalism in dress, tone, flexibility, and communication. </li>
<li>Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other employees. Maintains open and respectful communication with other departments. Handles conflict directly and discreetly.</li>
</ol>

PERFORMANCE MEASUREMENTS
<ol>
<li>Member services functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.</li>
<li>Good working relationships and coordination exist with area personnel and Management. Appropriate assistance is provided to area staff as needed. Supervisor is appropriately informed of area activities.</li>
<li>Required reports and records are accurate, complete, and timely.</li>
<li>The Credit Union's professional reputation is maintained and conveyed.</li>
<li>Achieves individual goals as assigned.</li>
<li>Always displays professional appearance and communication skills.</li>
</ol>

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

Education/Certification: High school graduate or equivalent. 
Required Knowledge: Thorough knowledge of member services and products. Understanding of member bookkeeping, new account opening, consumer lending procedures and all self-service products.
Experience Required: Three to five years of experience in a Financial Institution and/or customer service.
Skills/Abilities: Excellent communication and public relations skills. Displays a professional image and behaviors that promotes Sun Federal’s brand and culture. Demonstrated ability to provide remarkable members service and staff support. Demonstrated ability to work under and meet deadlines; and able to work with multiple priorities. Excellent multitasking skills. Strong C skills with the ability to use and instruct others on Microsoft Windows, Word, Excel and Outlook, Branch Suite &amp; Teller Advantage. Proven teamwork skills. Must be fluent in English with excellent written and verbal communication skills. Demonstrated analytical, accuracy and problem-solving skills within a retail environment. Strong interpersonal and administrative skills.

PHYSICAL ACTIVITIES AND REQUIREMENTS 
Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal 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 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. 

WORKING CONDITIONS
No hazardous or significantly unpleasant conditions (such as in a typical office). Ability to handle stressful situations as they occur. 
ACTIVITIES AND REQUIREMENTS 
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
Mathematics Ability: Ability to perform basic math skills and to use decimals to compute ratios and percent, and to draw and interpret graphs.
Language Ability: Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and use adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tenses, and using a good vocabulary.
________________________________________________________________________________________________________________________________________________
Employee Benefits
Tuition Reimbursement, Promote From Within Philosophy, Professional Development,
Work/Life Balance, Paid Vacation and Sick time, 11 Paid Holidays, Paternity Leave, Weekends and Evenings Free, 
401(k) with 6% Match, Employer-Paid Pension, Incentive Pay, EAP,
Medical, Dental, Vision, Life, Long-Term Disability Insurance, Employer H.S.A. Contribution,
Wellness Program and Rewards, Credit Union Membership, Financial Wellness Education
__________________________________________________________________________________________________________________________________________

Member Service Specialist

<h3>Job Description</h3>
Job DescriptionDescription:
POSITION TITLE: Member Relationship Specialist
DEPARTMENT: Operations
CLASSIFICATION: Non-Exempt
APPROVED BY: CEO
POSITION REPORTS TO: Branch Manager
POSITIONS SUPERVISED: None
WAGE GRADE: 7
WAGE RANGE: $19.23 - $24.04
 
 
 
POSITION PURPOSE
The Member Relationship Specialist is the first point of contact, problem resolution and responsible for creating a “wowing” first impression to existing and prospective members. Responsible for account openings, changes and closings, lending applications and support, and research and resolution of complex problems. Applies working knowledge to educate existing and prospective members on products and services to meet their current and future financial needs. Ensures members are promptly and professionally served.
 
 
ESSENTIAL FUNCTIONS AND BASIC DUTIES
 
Assumes responsibility for ensuring and performing efficient, effective, and professional MRS operations.
<ul>
<li>Responsible for account maintenance, opening new accounts (consumer, defined, and business), closing accounts, originating loan applications, processing loan closings</li>
<li>Answers questions and solves problems for members by active listening, collecting data, securing answers and delivering solutions to the member. Resolves member account reconciliation problems.&nbsp;&nbsp;&nbsp;</li>
<li>Assists with complex transactions, cashier's checks, money orders, gift/travel cards, instant issue cards, and maintenance of certificate shares</li>
<li>Assists in maintaining an inventory of cashier's checks, money orders, gift/travel cards.&nbsp;</li>
<li>Assists with balancing the vault, ITMs, coin machines&nbsp;</li>
<li>Answers questions regarding IRAs and HSAs</li>
<li>Acts as a liaison between members and the ITMs</li>
</ul>
 
Effectively ensures optimal team performance.
<ul>
<li>Supports leadership to personnel through effective delegation and communication.&nbsp;&nbsp;</li>
<li>Shares knowledge with team regarding policy, procedure, service and product offerings. Assists new employees.</li>
<li>Provides support and suggestions for improvement in performance, process and efficiencies.&nbsp;</li>
<li>Assists and supports the team and peer departments, as needed.</li>
</ul>
 
Assumes responsibility for establishing and maintaining effective communication and coordination with team personnel and with management.
<ul>
<li>Keeps management informed of area activities and of any significant problems. Provides suggestions for improved product, service or process.</li>
<li>Completes all required reports and related documents, including but not limited to branch audits, membership cards, CTRs, etc. Responsible for ensuring documents are completed accurately and promptly.</li>
<li>Attends meetings as required.</li>
</ul>
 
Assumes responsibility for establishing and maintaining effective communication and coordination with members, area personnel and with management.
<ul>
<li>Responds to members in a courteous, professional and timely manner, providing prompt, accurate and efficient service.</li>
<li>Maintains regular contact with other departments to obtain information and/or to correct transactions.</li>
<li>Assists Deposit Operations personnel as needed</li>
<li>Ensures the Credit Union’s professional reputation is projected and maintained</li>
<li>Keeps executive management informed of area activities and of any significant problems.&nbsp;</li>
<li>Attends and participates in meetings as required.</li>
</ul>
 
Assumes responsibility for related duties as required or assigned.
<ul>
<li>Ensures work areas and equipment are clean and well maintained.</li>
<li>Performs procedures for opening and closing of operations, including vault, alarm, and door duties.&nbsp;</li>
<li>Provide replacement MRS coverage as needed.</li>
<li>Performs related administrative and lending functions as required.</li>
<li>Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.</li>
<li>Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations.</li>
</ul>
 
PERFORMANCE MEASUREMENTS
<ul>
<li>MRS functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.&nbsp;&nbsp;</li>
<li>Safety and security procedures are understood and adhered to by all MRS’s</li>
<li>Accurate balancing, reporting and compliance with transaction policy and credit union standards.</li>
<li>Good business relations exist with members. Members' problems or questions are courteously and promptly resolved.</li>
<li>Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.</li>
<li>Required reports and records are accurate, complete, and timely</li>
<li>The Credit Union’s professional reputation is maintained and conveyed.</li>
<li>Good working relationships, DEI and collaborative initiatives exist with credit union personnel.</li>
</ul>
 
Requirements:
QUALIFICATIONS
EDUCATION/CERTIFICATION:&nbsp;
High school graduate or equivalent required.&nbsp;
REQUIRED KNOWLEDGE:&nbsp;
<ul>
<li>A thorough knowledge of member service, cross-selling and branch operations.</li>
<li>Understanding of Credit Union operations, including opening and closing accounts, loans,</li>
<li>IRA, HSA, and certificate procedures.</li>
<li>Understanding of Credit Union philosophy.</li>
<li>Knowledge of basic accounting.</li>
</ul>
 
EXPERIENCE REQUIRED:&nbsp;
Minimum of two years in member service or sales experience preferred, ideally in a financial institution&nbsp;
 
SKILLS/ABILITIES:
<ul>
<li>Excellent communication, listening and problem-solving skills.</li>
<li>Training and leadership abilities preferred</li>
<li>Professional appearance, dress, and attitude.</li>
<li>Solid math skills.</li>
<li>Ability to operate related computer software, and business equipment including 10-key, money counters, and telephone.</li>
</ul>
 
 
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
 
FINGER DEXTERITY:&nbsp;
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
 
TALKING:&nbsp;
Especially where one must frequently convey detailed or important instructions or ideas accurately and quickly.&nbsp;
 
AVERAGE HEARING:
Able to hear average or normal conversations and receive ordinary information.
 
REPETITIVE MOTIONS:&nbsp;
Movements frequently and regularly 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:
Sitting and standing. Exerts up to 50 lbs. of force occasionally.
 
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions. (Such as in a typical office.) Travel may be required for training and replacement coverage purposes.
 
 
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
 
REASONING ABILITY:&nbsp;
<ul>
<li>Ability to deal with a variety of variables under only limited standardization.</li>
<li>Able to interpret various instructions.</li>
</ul>
MATHEMATICS ABILITY:
Ability to perform basic math skills, use decimals to compute ratios and percentages.&nbsp;&nbsp;
 
LANGUAGE ABILITY:
<ul>
<li>Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.</li>
<li>Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.</li>
<li>Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.</li>
</ul>
 
 
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.
 
 
Compensation details: 19.23-24.04 Hourly Wage
 
PI4998f476ac84-25405-38623736

MEMBER RELATIONSHIP SPECIALIST (Petoskey - South)

<h3>Job Description</h3>
Job DescriptionBenefits: 
<ul>
<li>401(k)</li>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Paid time off</li>
<li>Vision insurance</li>
</ul>
 We are a CME Group Clearing Member and Futures Commission Merchant, providing exceptional service and innovative technology to futures and options traders. We are seeking a highly motivated and detail-oriented Futures Client Services Specialist to join our team. This role reports directly to Senior Management and offers the opportunity to play a pivotal part in supporting our clients and enhancing their trading experience. Key Responsibilities The Futures Client Services Specialist will be responsible for: Client Support: Providing assistance to customers on a variety of issues related to futures and options trading, including troubleshooting and resolving queries via phone, email, and chat. Trade Execution: Executing client orders and managing risk associated with futures and options trading. Technology Assistance: Guiding clients through the setup and use of trading systems, as well as troubleshooting trading software connection issues. Operational Support: Assisting with the firms back-office operations on an as-needed basis. Customer Engagement: Building strong relationships with clients by ensuring professional and timely support. Other Duties: Supporting additional tasks as assigned by Senior Management. Qualifications To succeed in this role, the ideal candidate will possess: Experience: At least 1 year of experience in the commodities industry, with in-depth knowledge of the futures and options market. Technical Proficiency: Strong understanding of trading platforms and back-end technology, along with proficiency in Microsoft Office Suite (including Excel and Outlook). Skills: Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Exceptional attention to detail, organization, and multitasking capability. Ability to prioritize tasks and work efficiently under pressure. Education: Bachelor's degree in a business-related field. Certifications: Series 3 Registration is preferred.

Futures Client Services Specialist

<h3>Job Description</h3>
Job DescriptionSUMMARY:
This position shall be responsible for the registration process and for assisting United Indian Health Services (UIHS) clients with eligibility and application into various health benefit programs. This position will also be responsible for initiating, tracking, processing and reporting the status of all benefit applications. 
ESSENTIAL DUTIES AND RESPONSIBILITIES: 
<ul>
<li>Reports to the Member Services Specialist or Member Services Manager for daily oversight and general processes.</li>
<li>Greet all clients and visitors in a warm friendly manner.</li>
<li>Demonstrate excellent customer service skills.</li>
<li>Ability to handle difficult or confrontational situations in a calm, consistent, and equitable manner.</li>
<li>Register new clients verifying the client meets all eligibility requirements and provides necessary documentation.</li>
<li>Scan all registration materials into the practice management system.</li>
<li>Check-in clients at the point of care. Verify/update all client demographic information at each visit including but not limited to eligibility for services. </li>
<li>Verify insurance for clients with upcoming appointments at least the day before. </li>
<li>Identify and assist any uninsured or underinsured clients who may be eligible for other health benefit programs. </li>
<li>Collect fees and co-payments from non-Indian clients prior to directing them to their appointment. </li>
<li>Post and reconcile payments in practice management system. Send payments with reconciliation report to finance daily. Keep cash box secure at all times.</li>
<li>Process intake forms within five (5) working days of receiving. </li>
<li>Demonstrates knowledge of available health benefit programs.</li>
<li>Meets one-on-one with clients to provide information on available health benefit programs and assess client eligibility parameters. Facilitate the coordination of client’s health information with the facility and with their insurance companies and other payers.</li>
<li>Coordinates and utilizes an effective system of communication throughout UIHS, with caregivers, and external insurance agencies to complete application process for clients.</li>
<li>Establish and maintain constructive working relationships. </li>
<li> Tracks and prepares reports on the number of applications processed as well as number of incomplete applications pending additional information monthly and submit to the Member Services Specialist. . </li>
<li>Provides timely follow-up on the approval or denial of client applications. </li>
<li>Assists clients with clinic initiatives including Patient Portal sign up, distributing election forms, client experience surveys, etc.</li>
<li>Participates in quality improvement activities as assigned.</li>
<li>Prioritizes entry of family intakes for clients needing Purchased/Referred Care services.</li>
<li>Note all significant client interactions in their electronic health file</li>
<li>Maintain appropriate files and documents.</li>
<li>Attend organizational committee meetings and other meetings as assigned.</li>
<li>Maintain professional, organized, and clean working environment by following organizational policies, guidelines, and safety standards.</li>
<li>Attends seminars or training sessions appropriate for maintaining up-to-date knowledge. </li>
<li>Answers telephone in a courteous and efficient manner. Gives information to callers or routes calls to appropriate person or section.</li>
<li>Operates various office equipment including a photocopier, calculator, fax machine, computer, printer, and any other office equipment to perform tasks as needed.</li>
<li>Must be willing to learn more about the American Indian culture and attend at least one Cultural Presentation/Training per year. </li>
<li>Must be willing to work with American Indian/Alaska Native people and demonstrate cultural awareness and humility </li>
<li>Must be willing to deliver services in a culturally responsive manner. </li>
<li>Adheres to accreditation and compliance standards/guideline</li>
<li>Other duties may be assigned.</li>
</ul>

SUPERVISORYRESPONSIBILITIES: 
<ul>
<li>This position has no supervisory responsibilities.</li>
</ul>

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. All individuals must demonstrate a commitment to the provision of culturally sensitive counseling services to American Indians.

EDUCATION/EXPERIENCE: Educational degrees must be from a US Department of Education accredited school
 Level I
<ul>
<li>High School diploma, GED or equivalent. </li>
<li>1year of clerical office or related experience that indicates the ability to learn the skills necessary to perform the duties of the position. </li>
<li>Be willing to assist clients with enrollment or application into multiple programs including but not limited to: Presumptive Eligibility, Family Pact, CHDP and/or Angel fund assistance. </li>
<li>Track and follow up all enrollment applications processed. </li>
<li>Begin the process to become a certified application counselor. </li>
<li>Ability to work independently and as part of a team. </li>
<li>Customer service experience preferred. </li>
</ul>
Level II
<ul>
<li>Must meet or exceed all level I criteria and have1-3years’ experience working with health benefit plans, enrollment processes or other related areas. </li>
<li>Knowledge of available health benefit plans and have the ability to perform the duties of the position. </li>
<li>Ability to enroll clients in multiple programs: Covered CA (Affordable Care Act), Medi-Cal, Presumptive Eligibility, Medicare Part D, Family Pact, CHDP, Angel Fund, pharmacy assistance programs, or any other health benefit program. </li>
<li>Must be certified and maintain certification to assist clients with enrollment and re-enrollment activities for all health benefit programs (i.e. certified application counselor). </li>
<li>Experience in a health care setting preferred. </li>
</ul>
Level III
<ul>
<li>Must meet or exceed all level I &amp; II criteria and have 3 or more years of related experience and/or training working with health benefit plans and/or enrollment processes and have the ability to perform all the duties of the position.. </li>
<li>Able to assist with training level I staff on all available health benefit programs and documentation requirements. </li>
<li>Assist with documenting standard operating procedures as necessary. </li>
<li>Experience in a health care setting preferred.</li>
</ul>

Member Services Representative - Smith River - Closes 11/12/25

<h3>Job Description</h3>
Job Description&nbsp;ROLE DESCRIPTION:As a Risk Specialist for Brad Carpenter State Farm, you are vital to our daily business operations and customers’ success. You grow our agency through meaningful customer relations and acting as a liaison between customer needs and agency departments. You improve the lives of our customers by proactively marketing relevant products and services. Grow your career as you improve your community. As an attentive, sociable, and sales-minded professional, we are eager to have you on our team. RESPONSIBILITIES:
<ul>
<li>Develop and maintain customer relationships in insurance and financial services.</li>
<li>Consult customers with comprehensive financial planning and insurance options.</li>
<li>Assist customers with retirement planning, investment management, and insurance needs.</li>
<li>Stay current with market trends and product offerings.</li>
</ul>
QUALIFICATIONS:
<ul>
<li>1+ years of experience in insurance and financial services.</li>
<li>Communication and interpersonal skills.</li>
<li>Licenses in property/casualty and life/health preferred.</li>
</ul>
 &nbsp;

Insurance and Financial Services Position - State Farm Team Member

<h3>Job Description</h3>
Job Description
&amp;#x1F31F; Member Experience Representative – Healthcare Customer Service
📍 Remote (First 90 Days) → Hybrid in Brookfield or Menasha, WI
Are you passionate about helping others navigate the complexities of healthcare? Do you thrive in a fast-paced, service-driven environment? 
🩺 What You’ll Do
As a Member Experience Representative, you’ll be the first point of contact for members, providers, and brokers—resolving inquiries related to:
<ul>
<li>Coverage and benefits</li>
<li>Claims and billing</li>
<li>Authorizations and prior approvals</li>
<li>Medicare, Medicaid, and Marketplace plans</li>
</ul>
You’ll handle calls and emails with empathy and accuracy, striving for first-call resolution while documenting interactions and collaborating with internal teams to ensure member satisfaction.
🔍 Key Responsibilities
<ul>
<li>Answer inbound calls and emails regarding insurance coverage, claims, billing, and authorizations</li>
<li>Translate healthcare jargon into clear, member-friendly language</li>
<li>Investigate and resolve issues, escalating when necessary</li>
<li>Document all interactions and follow-up actions in the system</li>
<li>Stay current on policies, procedures, and insurance regulations</li>
<li>Use dual monitors and multiple systems to research and resolve inquiries</li>
<li>Protect member privacy and comply with HIPAA standards</li>
</ul>
✅ What You Bring
Required:
<ul>
<li>2+ years of healthcare customer service or call center experience</li>
<li>Experience with Medicare, Medicaid, or insurance verification</li>
<li>Ability to multitask in a high-volume environment</li>
<li>Intermediate Microsoft Office skills (Outlook, Excel, Word)</li>
<li>Comfortable with hybrid work (3 days onsite in Brookfield or Menasha after 90 days)</li>
</ul>
💼 Work Environment &amp; Schedule
<ul>
<li>🏠 Remote for first 90 days</li>
<li>🏢 Hybrid after conversion: 3 days onsite, 2 days remote</li>
<li>📍 Locations:
<ul>
<li>Brookfield</li>
<li>Menasha</li>
</ul>
</li>
<li>🕗 Monday–Friday, 8:00 AM–4:30 PM</li>
<li>👔 Dress Code: Business casual (business professional on first day)</li>
<li>💵 $2.50/hour in-office stipend (for full-week onsite support)</li>
</ul>
🌱 Why Join Us?
<ul>
<li>📈 Career Growth: Internal mobility and advancement opportunities beyond Member Services</li>
<li>&amp;#x1F4B0; Wage Escalator: Performance-based raises after hire</li>
<li>🧠 Continuous Learning: Stay current with insurance trends and systems</li>
<li>🤝 Mission-Driven Culture: Work for a company that values service, integrity, and community</li>
</ul>
📣 Important Notes
<ul>
<li>This is a contract-to-hire role with conversion after 90 business days</li>
<li>Candidates must be open to hybrid work in either Brookfield or Menasha</li>
<li>We are ramping up to support new Medicaid and Dental lines of business launching in 2026</li>
</ul>
Ready to make a difference in healthcare?
Apply today and help us deliver exceptional experiences to the members who count on us.
Pay and Benefits
The pay range for this position is $18.25 - $18.25/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
 • Medical, dental &amp; vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life &amp; AD&amp;D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Menasha,WI.
Application Deadline
This position is anticipated to close on Aug 4, 2025.
h4&gt;About TEKsystems: 
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. 
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Medicaid Member Specialist

<h3>Job Description</h3>
Job Description
TAVERNIER HEALTH CENTER
POSITION PURPOSE: The purpose of the Patient Financial Services Specialist is to ensure that the Billing and Encounter Forms are processed correctly. Coordination of work from the patient care areas, maintaining the work flow of documents to and from Data Processing. POSITION REQUIREMENTS / QUALIFICATIONS: Education/Experience: A minimum of High School Diploma or GED Equivalent. ICD 9 Coding experience preferred. Experience with Patient Services. Must have knowledge of Medicaid / Medicare Insurance, collection and setup. Licensure / Certification: Maintain current CPR certification from the American Heart Association. Skills / Ability: Ability to work as a team member. Must have clerical skills, ability to type 20 - 30 wpm and have interviewing skills. Must have knowledge of math, operation of calculator; telephone etiquette, human relation skills and organizational skills. Must be computer literate. Ability to demonstrate effective oral and written communication skills. POSITION RESPONSIBILITIES (THIS IS A NON-EXEMPT POSITION) Register new client on Intergy as per guidelines issued by Community Health of So. Florida. Researches files for previous enrollment in CHI computer system before creating a new medical record number. Re-new or update existing clients profiles as per guidelines issued by Community Health of South Florida. Performs financial screening on active clients who have requested services from Community Health of South Florida, Inc. Attempt collection o Completes assigned task in a timely manner.f past due debts as clients request services from CHI. Check-in clients for needed medical services. Check-out clients upon receiving medical services. Process of patient payments. Review and balance out daily batches. Submit daily journal to assigned supervisor. Submit cash and copies of daily batches to the Accounting Department for deposit. Complete statistical data and submit daily. Reviews Quality Care Guidelines/Patient Reminder print-out to identify overdue items e.g. Advance Directives, Learning Needs Assessment, Depression Screening, etc. Identifies patients who have not executed an Advance Directive and provide them with the Advance Directive form to read. Identifies patients who need a Learning Needs Assessment and gives them the form to complete. Identifies patients due for Depression Screening and provide them with a PHQ-9 form in the appropriate language to complete. Gives all new patients a New Patient History form to complete before Nursing Staff calls the patient. Attaches a completed new patient lab request form to the encounter form of every new patient. Consistently informs patients that their Provider wants them to read or complete the appropriate forms or education material while waiting to see the Provider. Verifies Medicare, Medicaid and all other insurance carriers. Performs daily balance closing and ensures that all procedures and payments are posted accurately. Performs cashier duties, collect patient funds for services and enters data into computer for payment received. Train new employees on all functions of Patient Services (i.e. registration, cashiering, posting of B&amp;E’s and Payments). Use appropriate and correct telephone etiquette at all times. Participates in Continuing Educational In-services and Performance Improvement Activities. Reports to work on time and ready to work with minimal absenteeism. Completes &amp; Post all B&amp;E (billing and encounter) forms within the same of service. Adheres to the Confidentiality Policies and Procedures / HIPAA Regulations. Performs other duties as assigned, including variable shifts if needed.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER

PATIENT FINANCIAL SERVICES SPECIALIST- South Miami

<h3>Job Description</h3>
Job DescriptionSalary: $17.00/hr 
Contact Services Operations Specialist - Remote
 
What do we do?
ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACDs heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.
 
Limitations:
&gt;&gt;&gt;&gt;&gt; Due to our current client contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, MA, DE, DC, NJ, NY, NV, CA, OR, RI, MT, MN, ID, WY, WA, AK, HI, PR
All applicants applying from these states or internationally unfortunately cannot be considered.
 
Summary of Role
The Operations Specialist is responsible for supporting the Operations Supervisor in the day-to-day Contact Center operations.
 
What will you do?
<ul>
<li>Assist with staffing ticket management and create and distribute reports, as needed.</li>
<li>Serve as a Subject Matter Expert (SME) for contact center standard operating policies and procedures.</li>
<li>Act as a point of contact for the support staff to assist with questions about workflows and projects.</li>
<li>Responsible for updating client staffing tickets and coordinating/scheduling of the various shift types depending on client requests/needs.</li>
<li>Respond to and alert Operations Supervisor regarding internal staffing issues via ticket and/or emails with urgency and immediacy.</li>
<li>Available to assist and monitor Discord and Teams during anticipated heavy call volume times or as needed by CCMs and CC Management.</li>
<li>Available to handle escalated customer/member calls from support staff (escalated Supervisor calls) for resolution.</li>
<li>Support the various ticket teams and staff team as needed, and act as a backup when members of the team are absent.</li>
<li>Crosstrain in the day-to-day call center skills, tasks, and projects.</li>
<li>Other duties and special projects as requested or assigned.</li>
<li>Provide administrative functions for the Operations Team.</li>
</ul>
 
What does it take?
<ul>
<li>1+ year experience working in a virtual contact center environment.</li>
<li>Knowledge of Microsoft Office products (Excel, Word, Outlook).</li>
<li>Time management and customer service skills.</li>
<li>Must be able to work in the evening and weekends (Friday, Saturday and Sunday) No exceptions</li>
</ul>
 
How we will support you?
- Remote Work No commute time to the office
- Equipment Provided:
Laptop
Headset 
Monthly Internet Stipend
- Benefits:
Medical/Vision and Dental Insurance
Flexible Spending Account / Health Savings Account
Personal Accident Insurance
401(k)/Roth with matching
Tiered PTO based upon length of employment
Discounts &amp; Life Services offered through Optum EAP
- Team Environment The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!)
**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.
 remote work

Contact Services Operations Specialist

<h3>Job Description</h3>
Job Description
About BrightStar

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded in 1946 as a community-based credit union focusing on educators, we expanded to serve 23 counties across Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to creating a diverse and inclusive work environment where everyone has a chance to succeed and a sense of belonging. Our work environment is fun, fast-paced, and service-oriented.

What we offer:
<ul>
<li>Medical, Dental, and Vision</li>
<li>401K Plan with Matching</li>
<li>Tuition Reimbursement Program</li>
<li>Supplemental Benefits</li>
<li>Engagement Area</li>
<li>Wellness Studio &amp; Gym</li>
<li>Company Paid Life Insurance</li>
<li>Health Savings Account with Company Contributions</li>
</ul>
About the Role:
The position’s primary purpose is to assist the members of our growing community in meeting their financial needs and goals by offering them superior products and services. This is done by providing outstanding service to both internal and external members. Building relationships with members to help them save, borrow, and assist with teller transactions. As a Member Relationship Specialist, you will introduce members to alternative and innovative ways of banking.
Essential Functions &amp; Responsibilities:
<ul>
<li>Provide members with a personalized rewarding experience by executing various defined member engagement strategies through the knowledge and use of sales skills measured by member experience surveys. Confidently build relationships with members by understanding their financial life priorities and connecting them to our solutions that meet their financial goals. Assist with the month-end closing process, including variance analysis, posting monthly entries, and responsible for maintaining the month-end checklist.</li>
<li>Process appropriate percentage of teller transactions for the branch as defined by branch management, with a high degree of accuracy within the limits of the over/short policy. </li>
<li>Process appropriate percentage of new account and account maintenance as defined by branch management, with a high degree of “Quality Assurance” accuracy within the limits of credit union policy. Use sales skills to uncover Member needs and provide credit union deposit and loan solutions. </li>
<li> Dependability – Accomplishes workload responsibilities promptly without prompting. Takes the initiative to manage and communicate absence and leave appropriately.</li>
<li> Meet or exceed ancillary product sales referral goals.</li>
<li> Attitude – Demonstrates positive attitude and behavior in support of organizational goals and management. Demonstrates professionalism, an optimistic and team-oriented approach to work, and the highest integrity. Maintains a professional business image and utilizes effective communication skills when representing BrightStar Credit Union.</li>
<li>Complies with Credit Union policies and procedures (including BSA/US Patriots Act, OFAC, security policy, and confidentiality policy), government regulations, and other policies and procedures related to the position.</li>
<li> Attend required training as directed by management. Proactively seek knowledge of the features and benefits of all credit union products and services.</li>
<li>Maintain knowledge with B.S.A. Compliance training.</li>
<li>At times, this position may require support and assistance in other branch locations based on business need.”</li>
<li>Weekend hours may be required.</li>
<li>Other job-related duties as assigned.</li>
</ul>
Below is a breakdown of overall responsibilities:
Confidently build relationships with members by gaining in-depth knowledge of members’ financial life priorities and connecting them to our solutions that meet their financial goals. 
35%
Process appropriate percentage of teller transactions for the branch as defined by branch management, with a high degree of accuracy within the limits of the over/short policy.
20%
Accomplishes workload responsibilities promptly
15%
Meet or exceed ancillary product sales referral goals.
15%
Product Knowledge 
10%
Other duties as assigned
5%
 
Performance Measurements:
<ul>
<li>To provide outstanding service to internal and external members as defined by our service standards and promises.</li>
<li>Identify the financial needs of each member and offer a credit union solution.</li>
<li>Process an appropriate percentage of monthly transactions based on branch volume as determined by the manager.</li>
<li>Do not exceed a total out-of-balance of $10 per month.</li>
<li>To develop and improve knowledge and skills in sales and service areas.</li>
<li>Engage partners for investment solutions.</li>
</ul>

Minimum Expectations of Knowledge and Skills:
<ul>
<li>Experience: One year to three years of similar or related experience.</li>
<li>Education: A high school education or GED.</li>
</ul>
Interpersonal Skills:
Should be an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the member's best interest. Displays passion, commitment, and drive to deliver an experience that improves our members’ financial lives. Work involves personal contact with others inside and outside the organization for first-level conflict resolution and building relationships. Discussions involve more confidentiality and discretion, requiring diplomacy and tact in communication.
 
Other Skills:
Must be physically able to perform all assigned duties as outlined by description and required to participate in the Saturday rotation schedule. Able to operate a 10-key calculator, typewriter, and computer keyboard.
 
Competencies:
<ul>
<li>Communication</li>
<li>Decision Making/Judgement</li>
<li>Customer Service</li>
<li>Job Knowledge</li>
<li>Initiative</li>
</ul>
Compliance:
Employees must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department.
<ul>
<li>In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.</li>
<li>Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.</li>
</ul>
Physical Requirements:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
Work Environment:
The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
 
BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace

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