What are the responsibilities and job description for the Member Support Specialist position at First Alliance Credit Union?

Position Summary

The Member Support Specialist at First Alliance Credit Union plays a crucial role in being the face of our organization, responsible for creating an exceptional experience for every member who walks through our doors. This role owns the member experience, ensuring that each individual is recognized, welcomed, and assisted with their needs. Their primary focus will be on facilitating transactions, providing education, on kiosk usage, and addressing any concerns or inquiries with exceptional service. This role plays a vital role in connecting members with appropriate credit union partners, products, and services that align with their financial needs.

Essential Functions

Member Engagement : Greet all members warmly upon entry and provide personalized assistance to ensure a seamless experience.
Transaction Support : Assist members with transactions that cannot be processed through kiosks, ensuring their needs are met efficiently and accurately.
Kiosk Education : Educate members on the use of our self-service kiosks to enhance their experience, empowering them to handle basic transactions independently.
Needs Assessment : Listen actively to members’ needs and concerns, providing tailored solutions and connecting them with appropriate credit union products, services, or partner solutions.
Account Management : Assist existing members with opening and managing basic account types as needed, ensuring a thorough understanding of account features and benefits.
Problem Solving : Utilize strong problem-solving skills to address member inquiries and resolve issues in a timely manner.
Continuous Improvement : Gather feedback from members to identify areas for improvement in our services and processes, contributing to an ongoing commitment to enhance member experience.
Team Collaboration : Work closely with other team members to ensure a cohesive and efficient member service experience.
Other duties as assigned by Branch Manager.

Pay and Benefits

Starting pay : $18.62 - $21.91 Hourly

There may be an increase of base pay based on skills and experience.

Benefits include : 401(k), 401(k) Matching, Dental Insurance, Employee Assistance Program, Employee Discount, Health Insurance, Health Savings Account, Life Insurance, Paid Time Off and Vision Insurance.

Competencies

The attributes listed below are representative of the knowledge, skills and / or abilities required.

Education : High school graduate or equivalent

Experience : 1 year of member experience

Minimum of 6 months of financial institution preferred

Skills :

Strong Communication and interpersonal skills, with a genuine desire to help members succeed

Ability to problem-solve and navigate complex issues effectively.

Ability to work well under pressure

Ability to use a personal computer and related software applications.

Solid math and bookkeeping abilities

This role is ideal for someone who is dedicate and proactive with a passion for delivering exceptional member experience.

Professionalism / Attitude

Believes in own capabilities and knowledge to affect positive outcomes and even succeed where others may not and demonstrates that attitude in performing day-to-day activities.

Self-motivated by the desire to accomplish goals and have exceptional performance; very open to receiving constructive feedback.

Understands that change is necessary to evolve as a person and an organization, and reflects that in the context of daily work, handling change without becoming disengaged.

Displays an on-going commitment to learning and self-improvement in areas that are job and / or organization relevant.

Leadership

Lives the credit union mission : We show up. We listen to your story. We provide possibilities.

Embodies the credit union’s core values : Passion, Presence and Persistence

Takes initiative to be involved in networking opportunities in the community.

Generates innovative ideas, and creative solutions to challenging problems.

Models’ behavior that builds inter-personal trust and personal integrity within the team.

Offers to take additional responsibilities contributing to the success of the team.

Performance Metrics

Mission, Vision & Core Values : Ensure personal and departmental actions and service align with the credit unions Mission, Vision, and Core Values.

Member Experience : The degree to which member service is demonstrated in the day to day business environment. The level of support for co-workers as well as outside members, vendors, contractors, and legal counsel etc.

Communication : The ability to effectively converse and listen to both internal and external members. The use of proper written and grammatical skills, and the meaningful application of computer technology (email, Internet, web-based vendor platforms, etc.)

Productivity : The level of work output and efficiency in completing job requirement. The ability to use time and resources well.

Policy Compliance : The degree to which the employee has knowledge of and complies with organizational policies, procedures, and guidelines.

Sales Effort : The degree to which sales effort goals, including lead generation and follow up activities are met.

Problem Solving : The ability to predict, recognize, and define problems. Skill in generating, selecting, and implementing timely and meaningful solutions.

Decision Making / Judgment : The ability to make prudent decisions that are timely, well researched, and reflect awareness of impact.

Salary : $19 - $22

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