Member Service Specialist I

Job Description

The Member Service Specialist I provides excellent, professional service to Members, using consultative sales techniques to build loyalty and cross-sell Credit Union services. As a key representative of Partners Federal Credit Union, they develop long-term relationships with Members by identifying financial needs and offering suitable solutions. The role involves performing all teller functions, resolving complex problems, balancing daily totals, overseeing balancing, processing transactions, ensuring smooth flow and adequate coverage of the teller line, and maintaining professional service standards.

Additional responsibilities include managing member accounts, ensuring accurate and up-to-date records, handling deposits, withdrawals, and other financial transactions efficiently and accurately. The Member Service Specialist I assists in the processing of loan applications by gathering necessary documentation and conducting initial reviews. They support the sales team in promoting credit union products and services, such as credit cards, mortgages, and savings accounts. Compliance with regulatory requirements and internal policies is critical, as is identifying and reporting any suspicious activities. The role also involves administrative tasks such as managing paperwork, filing, and data entry to ensure smooth operations. Effective member relationship management is key, building and maintaining relationships with Members to understand their financial needs and provide appropriate solutions. Finally, they work closely with senior Credit Union staff and other team members to support overall branch or department goals.

Job Responsibilities:

Efficient Teller Operations:

· Ensure all teller functions comply with policies and security standards.

· Maintain professional and effective teller operations, including balancing and securing funds.

· Monitor cash levels, maintain inventory of negotiable items, and manage cash dispense machines

Member Services:

· Provide exceptional member service by meeting Members' needs promptly and professionally.

· Resolve Members’ requests, problems, and questions; offer Credit Union products and services.

· Be able to recognize when a member request should be referred to colleagues in positions of higher authority and responsibility.

· Process transactions, open new accounts, and handle consumer loans from start to finish.

Leadership and Supervision:

· Provide leadership through effective peer-to-peer coaching, delegation, and communication with support of leadership.

· Train and support Member Experience Professional I peers, ensuring optimal performance and professional growth within the Branch.

· Be able to provide glow and grow feedback regarding team performance and in support of peer growth and development.

· Handle any special projects delegated by leader.

Problem-Solving and Support:

· Address complex transactions and sensitive Member relations issues.

· Investigate and correct teller out-of-balance conditions.

· Support personnel with day-to-day operations and Member interactions.

· Effectively work the front Lobby desk, managing member wait time exceptions and handling transactions that can be handle quickly.

Product Knowledge and Cross-Selling:

· Communicate features and benefits of all Credit Union products and services.

· Educate Members on financial responsibility and promote additional products and services.

· Conduct outbound calls for Member Service and Sales, following the 2/2/2 program.

Transaction Processing:

· Perform a wide range of financial transactions, ensuring accuracy and security.

· Responsible for overrides

· Process deposits, withdrawals, transfers, payments, and check cashing.

· Balance daily transactions and verify cash totals.

· Demonstrate fundamental member engagement skills such as - greeting the member with eye contact, smiling, inquiring about their business for the day and genuinely thanking them.

Member Relationship Building:

· Build a network of Member contacts through qualified leads and referrals.

· Promote Credit Union objectives and deepen business relationships.

Quality Control and Compliance:

· Ensure all membership documents meet quality control standards.

· Maintain compliance with policies, including CIP, OFAC, and ChexSystems.

· Maintain and enhance financial business acumen through continual training and self-development.

Communication and Coordination:

· Coordinate teller Member Experience Professional I duties with related functions and communicate effectively with management.

· Provide suggestions for improved service and streamline operations.

Flexibility and Additional Duties:

· Maintain flexibility in support of branch needs.

· Complete projects and reports related to the department.

· Perform other related duties as assigned or requested.

Education Level: High School or GED (required)

Years of Relevant Work Experience: 3 to 5 years

Language Skills: Spanish (preferred)

Certifications, Licenses, Registrations, etc.:

· FL/CA Notary (specify for job location) Required

· NMLS Certification Preferred

Other Training, Technical Skills or Knowledge

Ability to use a personal computer and related software applications including Microsoft Outlook. Preferred

Experience using Episys Preferred

Experience using Springboard Preferred

Experience using Verafin Preferred

Type Abilities and Behaviors below:

· Excellent member service and conflict resolution skills

· Effective sales skills

· Strong problem-solving and decision making skills

· Clear and open communication skills

· Flexible; easily adapts to change

· Strong time-management skills & ability to multi-task

· Organized; good time manager

· Responsible; takes initiative and works independently

· Strong teamwork skills

· Two years’ experience in the financial industry and credit unions is required.

• Two years’ experience in teller cash handling and cash dispense machines is required.

• Experience in sales is preferred.

• Previous supervisory experience preferred

Business / Work Environment:

Shift work including weekends consists of hours outside of an 8 - 5 schedule to cover the hours of operation