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Senior Member Services Specialist

2 months ago

Verona, Virginia, United States United States Senate Federal Credit Union Full time
Job Overview

Objective:

At the United States Senate Federal Credit Union, we are dedicated to enhancing the financial well-being of our members throughout their life journeys by incorporating sustainability and security into every financial offering.

Core Values: S.T.R.I.V.E

  • Safeguards the trust of our members and employees by protecting their financial information.
  • Respects and values diverse perspectives to foster a safe and welcoming environment, committed to our principle of "better together."
  • Upholds honesty and professionalism in building authentic relationships grounded in ethical standards.
  • Encourages innovation, embraces change, and creatively addresses challenges while managing risks.

Position Summary

Under general oversight and in adherence to all applicable regulations and internal policies, this role involves supporting the daily operations of the retail branch. As a representative of the Credit Union, you will embody our "Better Together" philosophy, assisting members in achieving their financial aspirations. This position entails executing both routine and complex transactions, including cash handling, while demonstrating exceptional customer service skills. You will build rapport with members, advocate for their needs, actively listen, identify requirements, and propose effective solutions. A strong drive to meet or surpass performance and sales objectives is essential. You will respond to inquiries, maintain up-to-date knowledge of our products and services, and possess a commitment to professional growth within the organization.

Key Responsibilities

1. Represent the Credit Union with professionalism and courtesy, delivering outstanding service to all members.

2. Process incoming mail efficiently, including deposits and loan payments.

3. Ensure accurate recording and processing of all transactions.

4. Verify deposit and payment accuracy, adhering to established policies.

5. Collect mail from the post office daily.

6. Reconcile and balance transactions at the end of each day.

7. Address discrepancies or errors promptly.

8. Assist the Contact Center by answering incoming calls as needed.

9. Provide timely and accurate responses to member inquiries regarding accounts and services.

10. Collaborate with other departments to ensure seamless operations and accurate record-keeping.

11. Analyze credit reports for membership and loan applications.

12. Demonstrate the ability to cross-sell Credit Union products and services.

13. Open and close member accounts.

14. Engage effectively with members and colleagues.

15. Capability to work remotely as required.

16. Execute routine and complex member transactions accurately and efficiently.

17. Maintain accurate logs for audit purposes and understand regulatory processes.

18. Navigate multiple computer applications while engaging with members across various channels.

19. Stay informed about Credit Union services and products, including ancillary offerings.

20. Actively listen to members to provide tailored referrals for products and services.

21. Exhibit problem-solving skills and the ability to follow through on tasks.

22. Meet deadlines consistently.

23. Collaborate positively with team members to enhance communication and operational consistency.

24. Support other departments as necessary, ensuring member needs are met.

25. Maintain confidentiality of all member interactions and documentation.

26. Participate actively in training and development opportunities to enhance personal performance.

Additional Responsibilities

1. Comply with all relevant federal and state regulations and internal policies.

2. Perform other duties as assigned.

Qualifications

Education: High school diploma.

Experience: Minimum of 3 years in a financial institution with a focus on customer service and cash handling.

Skills: Ability to complete new account and loan training within the first year; strong attention to detail; proficiency in basic PC applications; knowledge of Credit Union policies preferred. Bilingual in Spanish is a plus.

Communication: Excellent conversational and interpersonal skills, with the ability to build strong member relationships.

Supervisory: None required.

Time in Service: None required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.