About

ZIA Credit Union recognizes the importance of providing its employees the opportunity to participate in a comprehensive benefits program. A competitive benefits program is key to our continued growth as an organization and offers our employees benefits in support of overall health and financial security.

Benefits Include:

• Medical Insurance

• Prescription Drug Insurance

• Dental Insurance

• Vision Insurance

• Basic Life Insurance

• Disability Insurance (Short-term and Long-term)

• Voluntary Life Insurance

Medical Insurance

ZIA Credit Union’s medical plans are administered by Healthscope and our pharmacy benefits are administered by OptumRx. Our benefits are designed to cover a wide variety of medical services including preventive care, office visits, prescription drugs, and inpatient care. The credit union pays a percentage of the employee’s medical insurance premium.

Prescription Drug Insurance

Prescription drug coverage is included in the credit union’s health insurance plan. There is no additional premium for this benefit.

Dental Insurance

The dental plan is administered by MetLife. The credit union pays a percentage of the employee’s dental insurance premium.

Vision Plan

The Vision Plan, through MetLife, provides coverage through in- and out-of-the-network providers. The credit union pays a percentage of the employee’s vision plan premium.

Basic Life Insurance

ZIA Credit Union pays 100% of premiums for this benefit. Employee becomes eligible after 90 days of continuous active employment. The amount of the life insurance benefit is three times the employee’s annual salary up to a maximum of $350,000.

Disability

Short-term and long-term disability is provided to employees through Mutual of Omaha when off work due to injury or illness.

Voluntary Life Insurance

Employees have the option to purchase additional life insurance to cover any gaps in their existing coverage.

Flexible Spending Account (FSA)

A Flexible Spending Account allows employees to have pre-tax money deducted from their paychecks to pay for eligible medical, dental, and vision expenses and dependent care costs. The FSA program is administered by Alt Bentley Yates.

Employee Assistance Program (EAP)

This benefit is available to all employees and their immediate family members through Mutual of Omaha at no cost.

Employees can speak confidentially 24/7 with consultants who can help with questions, concerns or emotional issues surrounding personal or work life.

Travel Assistance Program

This benefit is free to all employees through AXA Assistance USA, Inc.

AXA Assistance USA is available 24/7 anywhere in the world to help locate hospitals and embassies and to answer questions concerning travels.

Wellness Incentive Program

All employees are eligible to participate in this program. The credit union will pay half or up to $25 towards an employee’s monthly wellness program membership.

Employee Incentive Program

Several key positions have performance-based incentives that are determined based on meeting monthly goals and cross-selling various services to members.

Paid Holidays

Holiday pay is provided to all eligible employees.

Standard holidays are:

• New Year’s Day

• Martin Luther King, Jr. Day

• President’s Day

• Memorial Day

• Independence Day

• Labor Day

• Columbus Day

• Veteran’s Day

• Thanksgiving Day and the day after

• Christmas Day

Birthday Day Off

The credit union gives a personal day off to employees for their birthday.

Family Medical Leave

Employees with at least 12 months of service who have worked at least 1250 hours in the preceding 12 months may take Family Leave, not to exceed 12 weeks in a 12-month period for qualifying events.

Bereavement Leave

The credit union grants bereavement leave with pay to allow employees to grieve, handle family affairs, and attend funeral services.

Paid Time Off (PTO)

ZIA Credit Union provides paid time off to eligible employees.

401(k) Retirement Plan

Employees may begin participating under the credit union’s 401(k) retirement plan once they have satisfied the eligibility requirements and reached the entry date.

Eligibility conditions are:      

1. Attainment of age 18

2. Completion of 90 days of service

Job Description

Job Title: Member Service Representative Department: Operations

Reports To: Assistant Branch

Classification: Non-Exempt

JOB SUMMARY

Serve as a liaison between the member and the credit union. Provide account information by phone or in person, as well as information on the full range of credit union products and services.

Resolve issues, and professionally handle the member’s daily needs. Provide a variety of transactional services to members.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Greet and welcome members and visitors to the credit union in a professional manner.

• Provide prompt, efficient, and accurate service in the processing of transactions.

• Provide in-person and by-telephone general and specific service-related information concerning credit union services or policies.

• May respond to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service and information.

• Respond to members’ requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance.

• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, line of credit advances, and any other requests received from members.

• Participate in community and branch events that will promote the credit union products and services based on member’s needs. Actively cross-sell products.

• Process member mail transactions, and mail receipts and checks to members as indicated by policy and procedure.

• Provide information on investment alternatives to members wishing to deposit funds with the credit union.

• Research accounts for deposit, withdrawal, loan payment discrepancies and assist members in balancing their accounts.

• Responsible for balancing sold money orders and cashier’s checks daily.

• Keep current on compliance requirements with the Bank Secrecy Act, including addressing, in a timely manner, any transaction requiring or warranting action.

• Perform any other duties as assigned by supervisor or management.

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.

• Lifting: Must be able to lift 50 pounds on occasion.

• Talking/hearing: The person in this position frequently communicates, in-person and by

phone, with credit union members and co-workers.

• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

• Crouching: Bending the body downward and forward.

• Reaching: Extending hands and arms in any direction.

• Grasping: Applying pressure to an object with the fingers and palm.

• Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion on occasion.

• Standing: Particularly for sustained periods of time.

• Walking: Moving about on foot to accomplish tasks.

• Visual acuity: The person in this position is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing, viewing a computer terminal and extensive reading.

EDUCATION and/or EXPERIENCE

A High School Diploma or equivalent, and experience in related field.

KNOWLEDGE and SKILL

• Productivity

  • Effectively manages time and responsibilities (tasks, projects, etc.).

  • Fulfills commitments effectively, efficiently, and thoroughly, and within designated time frames.

  • Consistently produces an acceptable level of work under low, typical, and high levels of workload and, if appropriate, actively seeks out additional work (e.g., during downtime).

  • Effectively utilizes available resources (documentation, etc.) to complete work.

  • Effectively manages multiple tasks and adapts to changing conditions.

  • Strives to proactively Light the Journey/Lighten the Load of members, co-workers, and others, and does so with a "sense of urgency", and goes the "extra mile" in interactions and responsibilities. Is responsive to requests. Takes "ownership" of tasks, issues, etc. presented, and readily accepts responsibility for actions.

• Knowledge and Quality of Work

  • Possesses and applies knowledge, skills, and abilities to properly accomplish responsibilities, and consistently produces accurate and quality work.

  • Actively learns and accurately implements job responsibilities and new tasks, including abiding by established credit union policies and procedures.

  • Fulfills commitments and completes responsibilities (e.g., tasks, projects, etc.) with an appropriate level of follow-up. Organizes work in a manner that allows others to assess where workload stands.

  • Understands credit union, departmental, and job purposes/objectives.

  • Demonstrates the ability to evaluate, identify a solution(s) to, and appropriately address an opportunity or problem. Makes appropriate decisions, taking into consideration factors pertaining to the circumstance (e.g., potential impact to members and/or credit union, etc.).

  • Strives to proactively Light the Journey/Lighten the Load of members, co-workers, and others, and does so with a "sense of urgency", and goes the "extra mile" in interactions and responsibilities. Is responsive to requests. Takes "ownership" of tasks, issues, etc. presented, and readily accepts responsibility for actions.

• Initiative and Self-Development

  • Actively and willingly supports and, as applicable, contributes to the implementation of new policies, procedures, products, services, etc. Recognizes and presents ideas for improvement.

  • Attends credit union/departmental meetings (e.g., General Employee Meetings), completes assigned training (e.g., online course) timely, and independently identifies and takes advantage of relevant self-development opportunities (training, education, etc.).

  • Takes the initiative to find answers and solutions. Develops and retains knowledge for future application.

  • Demonstrates enthusiasm for his/her position. Shows willingness to take on new tasks and projects.

  • Participates in credit union and/or department activities (e.g., community events, "dress-up days", annual meeting, golf tournament, etc.) in a professional, positive, and cooperative manner.

  • Enthusiastically participates in community/marketing events (e.g., Chamber Activities, concerts, clean-up days, community fairs, Chapter dinners, etc.).

  • Strives to proactively Light the Journey/Lighten the Load of members, co-workers, and others, and does so with a "sense of urgency", and goes the "extra mile" in interactions and responsibilities. Is responsive to requests. Takes "ownership" of tasks, issues, etc. presented, and readily accepts responsibility for actions.

• Internal Service and Teamwork

  • Communicates effectively and appropriately with others, including, but not limited to, all credit union staff, vendor representatives, and members, in verbal, written, and electronic forms of communication.

  • Takes an active and constructive role when involved in projects, meetings, training, etc.

  • Actively fosters teamwork and develops an appropriate level of camaraderie within immediate workgroup and other areas/departments of the credit union.

  • Encourages other staff members to perform well, avoids negative conversation (e.g., gossip) and positively supports change. Follows proper channels (hierarchy) to make requests, receive approvals, escalate problems, etc.

  • Keeps manager informed with regards to, and effectively communicates information about activities for area of responsibility.

  • Assists other credit union employees through helping to accomplish tasks, sharing knowledge, problem-solving, etc.

  • Strives to proactively Light the Journey/Lighten the Load of members, co-workers, and others, and does so with a "sense of urgency", and goes the "extra mile" in interactions and responsibilities. Is responsive to requests. Takes "ownership" of tasks, issues, etc. presented, and readily accepts responsibility for actions.

• Member Service and Professionalism

  • Treats members, co-workers, and others with friendliness, respect, and courtesy; maintains a positive attitude and manner. Demonstrates appreciation for the opportunity to serve members and/or fellow employees.

  • Exhibits honesty, demonstrates integrity, and adheres to standards set forth in credit union's Standards of Conduct Policy.

  • Consistently follows credit union dress and grooming standards, applies good judgment in choice of attire and appearance for the work environment, and fosters the level of professionalism appropriate to a financial institution.

  • Maintains confidentiality of information and handles sensitive matters appropriately.

  • Strives to proactively Light the Journey/Lighten the Load of members, co-workers, and others, and does so with a "sense of urgency", and goes the "extra mile" in interactions and responsibilities. Is responsive to requests. Takes "ownership" of tasks, issues, etc. presented, and readily accepts responsibility for actions.