Member Service Specialist

1 month ago

Rochester, United States The Summit Federal Credit Union Full time
Job DescriptionJob Description

DATE: August 7th, 2024

STATUS: Full-Time / Non-Exempt

REPORTS TO: Branch Manager

LOCATION: Irondequoit Branch

HOURS: 37.5 hours per week

COMPENSATION: The starting hourly wage for this position is expected to be between $18.37-$20.00 per hour. The actual hourly wage will be determined based on experience and other-job related factors, consistent with applicable law.

SCHEDULE*: Monday 8:30 – 4:30 / Tuesday 8:30 – 4:30 / Wednesday 8:30-4:30 / Thursday 8:30 – 5:30 / Friday 8:30 – 6:30 / Saturday 8:30 – 1:30

*Schedule may vary based on business need, Monday – Saturday, with a day off during the week. Must be available to work 2-3 Saturdays per month.

Position Overview


The primary function of the Member Service Specialist (MSS) is to uncover members’ needs and make appropriate and timely suggestions of products and services to members. This is performed in person, as well as over the telephone. It is essential that the Member Service Specialist provides members with accurate information, regarding the credit union’s products and services, and responds to any questions, concerns, or complaints, in an effective and professional manner.


Essential Functions

Member Service Desk:


  • Promote and cross-sell credit union products and services that best suit our members’ needs.
  • Meet sales goals as determined by management.
  • Initiate contact with members to discuss unaddressed needs.
  • Ask for business referrals from satisfied members.
  • Display excellent interpersonal and telephone skills, with the ability to interact professionally and effectively with members face to face, and over the telephone.
  • Process member transaction requests accurately and efficiently. Transactions at the member service desk include, but are not limited to, loan closing, new account/product opening, certificates, renewals, etc.
  • Responsible for balancing daily work.
  • Build in next steps with members to address future needs.
  • Research and resolve member questions, problems, and complaints by either telephone, written correspondence or in person.
  • Adhere to credit union and departmental policies and procedures.
  • Update and document information learned about members on the system.

Teller Station:

  • Accurately process transactions.
  • Adhere to credit union policies and branch/departmental procedures.
  • Make appropriate and timely suggestions about products and services to members.
  • Make effective referrals to other specialists when appropriate.

Other


  • Update and document information learned about members on the system.
  • Prepare workstation at the beginning of each day and ensure proper inventory of supplies throughout the day.
  • Assist in various duties upon management’s request.
  • Participate in special projects as assigned by management.
  • Work overtime when requested by management.

Qualifications

Education/Experience: An equivalent combination of the following:

  • High School Diploma/Equivalency required.
  • Minimum one-two years’ prior Teller experience.
  • Prior sales experience preferred.

Skills

  • Strong math and keyboarding skills.
  • Effective communication skills, including listening skills, to build relationships and member loyalty.
  • Excellent interpersonal skills to create positive member experience.
  • Ability to cross-sell products and services.
  • Strong attention to detail and excellent organizational skills.

Working Environment

  • Must be able to sit and or stand for an extended period of time in a normal office environment.
  • Occasional lifting required.
  • Ability to travel to other branch locations for staffing assistance, trainings and meetings as assigned.

Licensure Requirements

  • In compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (S.A.F.E. Act) and the statute’s regulations, applicants must be eligible to register as a Mortgage Loan Originator (MLO). Candidates being considered will be subject to a credit check and fingerprinting.

EQUAL OPPORTUNITY EMPLOYER: The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.

Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.

*Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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