Member Services Specialist

Title: Member Services Specialist

Reports to: Assistant Vice President of Member Services

Department: Member Services

Department Head: Vice President of Member Services

Position Purpose

The purpose of this position is to efficiently service and deliver Credit Union financial services to current and prospective members. The incumbent will present a professional and friendly image and provide service which consistently exceeds member expectations.

The incumbent provides member transaction and account related services and assistance by determining member’s needs in person, over the phone, and through electronic communication. The incumbent will process requests in a friendly, professional, accurate, timely, and efficient manner. The incumbent also is responsible for actively referring new Credit Union services to existing members such as, but not limited to checking accounts, debit cards, IRAs, loans, certificates, and electronic banking services.

Incumbent also provides administrative support to management and other department personnel through the successful completion of routine tasks, projects, and miscellaneous duties as assigned. Duties assigned may include but are not limited to new member follow-up support, mortgage processing support, quality control audits and reviews, and other tasks which contribute to an overall high quality member experience.

Required Knowledge and Experience

This position requires a high school diploma and experience in a financial services or call center environment, or equivalent. Preference will be given to candidates with cash handling experience. The position requires a working knowledge of Credit Union products and services. Strong service, communication (verbal and written), and effective team skills are essential. Candidate must be able to effectively utilize computer technology and a wide variety of software applications and accounting systems. Demonstrated organizational and time management skills are required.

Major Challenges

The incumbent will be challenged to establish, develop, and maintain strong member relationships by providing a consistent level of service which is timely, thorough, and responsive to all members and internal personnel.

Decision Making

With limited supervision, the incumbent will have responsibility to service the needs of and refer related services to existing and prospective members. The incumbent must also identify situations when it is best to request other resources to effectively exceed the customer expectations.

Internal and External Contacts

The most significant contacts within the organization include management and other Credit Union staff and supervisors in order to achieve the highest level of Credit Union service to members.

Contacts outside the organization include current and prospective members and other financial institutions as may be needed to meet member service needs. In all contacts, the incumbent is expected to present a professional image of Four Points Federal Credit Union.

Major Responsibilities and Duties

Member Account Transaction Service – Incumbent is the primary or secondary Teller in the branch and as such is responsible for performing and facilitating a wide range of account related transactions daily in person, over the phone, or through electronic communication. 30%

Member Service – Incumbent provides a consistent, professional level of quality service which is timely, thorough, and responsive to all members. Member service can range from responding to routine requests and inquiries to resolving member concerns or complaints with Credit Union services, products, or software. The incumbent takes ownership of problems until they are resolved to the member’s satisfaction which may involve working with other Credit Union personnel or other vendor resources and interfaces. 45%

Member Sales – Incumbent also looks for and acts upon new product and service referral opportunities towards established goals. 15%

Administrative Support – Incumbent provides administrative support to management and other department personnel through the successful completion of routine tasks, projects, and miscellaneous duties as assigned. 10%

Job Type: Full-time

Salary: $11.00 to $14.00 /hour

Required education: