Member Service Specialist

1 week ago

Philadelphia, United States SUN FEDERAL CREDIT UNION Full time

**Member Service Specialist (MSS)**

**Reports To**:Branch Manager

**FLSA**:Non-Exempt

**Department**:Sales & Branch Operations

**Updated**:February 2021

**SUMMARY**:The Member Service Specialist ensures every member/guest entering a Sun FCU lobby is greeted and welcomed. They serve as the primary account opener in the branch and fills in where needed in the member service and consumer lending area. Provides a full range of products and services to members with an emphasis for acquiring, expanding, and enriching member relationships Identifies and analyzes member needs to adequately recommend products and services.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**: _Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal’s mission and core values in a positive manner. Other duties may be assigned._

**1)** **The Member Service Specialist is directly responsible for the following**:
a) Acts as Branch Concierge in High-Touch, High-Tech (HTHT) environment by:
i. Greeting all members/guests entering Sun FCU lobby, always exhibiting Sun Federal’s service behaviors.

ii. Assessing needs and directs members to Harmony (ITM) for regular transactions (deposit, withdrawal, loan payment, transfer).

iii. Ensuring beverage area is always clean and well-supplied.

b) Opens and closes member accounts, checking accounts, secondary savings accounts, and certificates.

c) Opens and performs transactions on Individual Retirement Accounts (IRA) and Health Savings Accounts (HSA).

e) Cross-sells and refers members to consumer or mortgage loan officers, Wealth Management, or other business partners based on member needs.

f) Executes the branch and CU business plan as assigned, which includes playbook outbound calls to members.

**2)** **Assumes responsibility to develop and maintain quality member relationships.**

a) Provides personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations and deepen relationships.

b) Meets expected service levels for wait time and accuracy.

c) Ensures that all member requests are processed accurately and efficiently.

d) Maintains a high degree of knowledge in all credit union programs, ensuring quality service and accuracy.

e) Acts in the member’s best interest; consistently educate members about their financial choices including convenience service options.

f) Participates in the development and attainment of branch goals.

g) Takes responsibility for deepening member relationships.

h) Displays sound judgment in handling member requests and exceptions, seeking and documenting approval as needed.

i) Consistently meets CML & established service behavior standards.

**3)** **Assumes responsibility for the efficient, effective, and accurate performance of member service functions.**

a) Completes transactions, balances, and verifies cash totals.

b) Represents the Credit Union in a courteous and professional manner.

c) Presents and explains Credit Union services and products to members.

d) Actively and professionally cross sells Credit Union services.

e) Actively participates in Branch “Playbook” efforts and achieves individual goals as assigned. Makes assigned outbound calls as directed.

f) Takes ownership of problems, shows empathy, and apologizes for errors and follows up appropriately. Utilizes member feedback to enhance service quality, creates equitable solutions, and increases member loyalty.

g) Executes areas of branch Cross Training Matrix as directed by management.

h) Ensures that work area is clean, secure, and well maintained. Assists with branch/department presentation.

i) Keeps manager informed of area activities and significant problems.

j) Refers members to Collections department, as necessary.

k) May be responsible for:
i. acting as the Branch Marketing Liaison which includes keeping branch displays, materials and staff up to date on current marketing promotions.

ii. the accurate operation of and cash ordering for the branch vault and/or ATM/ITM.

iii. clearing minor faults, currency jams and other light duty (or “first line”) ITM/ATM troubleshooting

iv. completing member transactions, including but not limited to, deposits, withdrawals, transfers, loan payments and account maintenance.

**4)** **Assumes responsibility for effectively receiving, reviewing, and processing consumer loans.**

b) Refers member requests for Home Equity Loans and Home Equity Lines of Credit to Consumer Loan Officer, Mortgage Loan Officer, or Manager.

d) Makes loan recommendations and forwards to management for decision. Communicates decisions with members and send appropriate documentation.

e) Coordinates and processes consumer loan closings. Ensures that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.

f) Counsels members regarding money management and financial matters inclu

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