Member Service Specialist

This role is ideal for individuals who are highly organized, self-motivated, and committed to providing exceptional service while working collaboratively with a small team. Your contribution will be integral to the success and growth of the credit union, and the ability to take initiative and maintain a high work ethic will set you up for success in this fast-paced, ever-evolving environment.

Position Purpose:

The Member Service Specialist (MSS) plays a critical role within a small credit union, handling a diverse array of tasks and responsibilities. This position requires a self-motivated, detail-oriented, and highly proactive individual who thrives in a dynamic, multi-faceted environment. The MSS is responsible for providing exemplary service across various channels while demonstrating a strong work ethic, maintaining high standards, and contributing effectively to team success.

Key Responsibilities:

• Deliver Exceptional Member Service: Provide outstanding service to members in-person, over the phone, and via electronic communication, ensuring a positive and professional experience in all interactions.
• Transaction Processing: Accurately process member transactions such as deposits, withdrawals, loan payments, transfers, check cashing, and account verification, with an emphasis on precision and efficiency.
• Account Management: Open and close accounts and certificates, and address member questions regarding available services, ensuring all actions are compliant with policies and regulations.
• Loan Assistance: Assist members in completing loan applications, underwrite and process requests, and approve or deny loans within designated authority limits.
• Cross-Sell Products: Proactively cross-sell the credit union's range of products and services, promoting offerings that best meet member needs.
• Operational Support: Take primary or backup responsibility for a variety of operational functions, including payroll, ACH, accounts payable, collections, and more.
• Additional Duties: Handle tasks such as scheduling, cash ordering, supply inventory, GL balancing, reconciliations, title and mortgage perfecting, and other duties as assigned.
• Compliance and Audits: Assist with Supervisory Committee audits, third-party audits, and NCUA exams. Ensure strict adherence to regulatory standards and internal policies.

• Continuous Improvement: Support the implementation of new products and services, contributing ideas for enhancement of services and operations.
• Collaboration with Management: Maintain open communication with the management, ensuring transparency on issues affecting the credit union’s operations and member relations.

Required Skills and Traits:

• Team Collaboration: While independent and self-motivated, the MSS must also be a dependable team player, willing to support colleagues and contribute to a positive and productive work culture. Collaboration is key to the success of the credit union.
• Self-Direction & Initiative: Demonstrated ability to work independently and take ownership of responsibilities. Must be proactive in problem-solving and decision-making, anticipating needs and acting with minimal direction.
• Strong Work Ethic: Committed to high performance, with the ability to manage time effectively and meet deadlines. Possesses a sense of urgency and consistently strives for excellence in all tasks.
• Attention to Detail & Accuracy: Ability to consistently deliver high-quality, error-free results while managing complex, multi-step processes.
• Adaptability & Flexibility: Must be comfortable with change, ready to take on new challenges, and able to adapt to evolving priorities.
• Decision-Making & Problem-Solving: Ability to navigate “grey areas” and make thoughtful decisions that balance the member's needs with the best interests of the credit union, demonstrating sound judgment.
• Technical Proficiency: Competence in internet usage, Microsoft Word, and Microsoft Excel, with a willingness to learn new software tools and systems as needed.
• Professional Writing Skills: Strong written communication skills with the ability to compose clear, professional, and grammatically correct correspondence to members, ensuring clarity and a positive tone in all written interactions.
• Compliance-Oriented: Strong understanding of and adherence to regulatory requirements and credit union policies. Able to maintain confidentiality and handle sensitive information with integrity.

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) 3% Match
• AD&D insurance
• Bereavement leave
• Credit union membership
• Dental insurance
• Disability insurance
• Employee assistance program
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• No weekends

Application Question(s):

• Strong work ethic
• Desire to help people

Experience:

• banking: 1 year (Required)

Work Location: In person

Salary : $18 - $25