Member Service Specialist - Campbell Lane Branch

Position Summary

This position is primarily responsible for providing a high level of quality service to every member
and associate. A Member Service Specialist provides members with timely, courteous and
professional paying and receiving services, and responds to more complex service issues in-person
and over the telephone. Maintains an in-depth knowledge of all Credit Union products, services and
programs.
Demonstrates the cross-sales and referral process. Adheres to all Credit Union policies and
procedures, demonstrating sound judgement within established limits. This position requires cross-training on all branch related systems and equipment. Demonstrates teamwork through positive interaction and cooperation with other departments, fellow associates, and members of management. Supports and promotes the Credit Union's Vision, Mission, Culture and Core Values.

Primary Responsibilities

In addition to proficiency in all Teller duties and responsibilities, the Member Service Specialist will
also be responsible for the following:
• Welcomes and serves members in a friendly and courteous manner, thanking the member for their business and using the member's name during the transaction.
• Ensures compliance with all applicable regulatory requirements.
• Exercises discretion when dealing with confidential information.
• Complies with member identification procedures.
• Maintains an in-depth knowledge of all Credit Union products, services and programs.
• Performs opening and closing procedures for main vault and branch.
• Provides member services such as checkbook orders, stop payments, etc.
• Orders debit cards and resolves debit card issues including disputes.
• Handles more complex account servicing issues, maintenance and troubleshooting including fraud.
• Answers incoming phone calls and responds to in-depth member inquiries and requests.
• Performs such duties as may be required from time to time for the overall management and operation of the Credit Union.

Additional Responsibilities

• Maintains working knowledge of Electronic Services such as Mobile Banking, Home Branch, Bill Pay, etc.
• Services, balances and replenishes the ATM, Cash Dispenser/Recycler and coin counter (if applicable).
• Establishes membership and opens basic consumer deposit accounts.
• Assists with the training and development of new team members.
• Provides coverage for Call Center as needed.
• Serves as the back up to the Senior Member Service Specialist.

Education/Experience Requirements

• High school diploma or GED.
• Minimum two years of similar or related experience including customer service and/or cash handling experience.
• Minimum one year of previous Teller experience preferred.

Qualifications

• Must be able to speak, read, write and understand English.
• Basic clerical skills and knowledge of general office equipment.
• Good mathematical skills and business aptitude.
• Positive, outgoing personality and a "can-do" attitude.
• Strong verbal and written communications skills.
• Intermediate computer skills with the ability to work in Window-based systems/Microsoft applications.
• Bilingual language skills a plus.
• Ability to work various schedules and on Saturdays.
• Ability to travel to other branches as needed.