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Member Services Specialist
2 months ago
Full-time
Description
Primary Overview:
This role serves as the Member Ambassador for Freedom Credit Union, dedicated to delivering exceptional service and efficiency to members who value personal interaction.
The successful candidate will possess a comprehensive understanding of member transaction needs and effectively communicate all available options.
They will educate members about our product offerings and services, ensuring they are matched with the most suitable solutions.
Additionally, this position will guide members to the appropriate resources or channels to fulfill their needs.
Responsibilities also include processing standard transactions, such as receiving and disbursing funds, while maintaining accurate records of financial activities in a friendly and efficient manner.
Provides tailored banking services to members by performing the following duties:
Key Responsibilities:
- Manage all member account functions, including teller transactions, processing requests for new accounts and services, providing guidance, and cross-selling relevant products or services to meet member needs and achieve sales objectives. Interview members and process applications for various credit cards and consumer loans, ensuring all documentation is complete and accurate in line with compliance standards. Ensure daily reconciliation of the teller cashbox and resolve any discrepancies.
- Assist with a broad range of member services, including regular account maintenance, Safe Deposit Box management, addressing account inquiries, managing outgoing wires, ACH transactions, and disputes, resolving fraud issues, serving as a notary public, and closing accounts.
- Address and resolve member and internal inquiries promptly and professionally. Keep members informed about the status of their accounts and suggest resolutions for any disputes or account activities.
- Handle and direct telephone calls, take messages, provide information, and connect calls to the appropriate personnel as needed.
- Contribute to the overall success of the branch by working towards deposit and member engagement goals while adhering to all service standards established by Freedom Credit Union.
- Ensure compliance with all relevant laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Qualifications:
Experience:
Six months to two years of related experience is preferred, including time spent in preparatory roles. Bilingual candidates are highly preferred.
Education/Certifications/Licenses:
A high school diploma or GED is required.
Interpersonal Skills:
A significant level of trust and diplomacy is essential to be an effective subject matter expert in this role. Engaging in in-depth conversations and providing explanations to members, colleagues, and external vendors regarding sensitive and confidential matters is a regular part of the job.
Communications may involve motivating, influencing, educating, and advising others on significant matters.
