Member Services Specialist II

2 weeks ago

Titusville Florida, United States Launch Credit Union Full time

Position Overview:


The Member Services Specialist II (MSS II) plays a crucial role in delivering outstanding service to members, assisting them with a variety of transactions, verifying checks, promoting credit union products and services, and ensuring daily cash drawer accuracy.

MSS IIs engage with members directly in a dynamic environment, addressing their immediate needs effectively.

The MSS II is expected to proactively suggest Launch Credit Union products and services to enhance members' financial health.

This role also involves aiding members in establishing consumer deposit accounts (savings, checking, IRAs, etc.) and business accounts, issuing debit and replacement credit cards, handling wire transfers, disputes, and fraud issues.

MSS IIs must adhere to all safety and compliance protocols to safeguard the assets of Launch Credit Union and its members, communicate clearly, and resolve member inquiries efficiently.


Key Responsibilities:

  • Handles a variety of transactions (e.g., deposits, withdrawals, transfers, loan payments, check cashing, etc.).
  • Verifies the authenticity of checks and processes them through the check scanning system, applying holds as necessary in compliance with regulations.
  • Balances cash drawer and verifies daily transactions, ensuring accurate accounting of all cash and monetary instruments.
  • Confirms member identity and interacts with members according to established service standards.
  • Identifies member needs and recommends suitable products/services based on credit reports and member data. Refers members to appropriate branch representatives or business partners as needed.
  • Aims to meet production targets.
  • Addresses member concerns promptly and professionally.
  • Maintains confidentiality regarding all information obtained.
  • Monitors the member-tracking system to assist members in a timely manner.
  • Coordinates with Member Solutions regarding member payments when necessary.
  • Adheres to all operational procedures required to maintain accuracy, manage risk, prevent fraud, and protect members.

  • Issues replacement debit and credit cards.
  • Completes the End of Day balance sheet.
  • Assists members with various services, including opening and closing consumer deposit accounts (savings, checking, IRAs, etc.) and business accounts, updates to existing accounts, safe deposit boxes, issuing debit cards and replacement credit cards, handling disputes/fraud, stop payment orders, wire transfers, etc.
  • Ensures members meet eligibility requirements for credit union membership.
  • Provides assistance with credit union Digital Services products and services, including troubleshooting.
  • Ensures documents are accurately completed and stored in Launch Credit Union's document retention system.
  • Conducts regular follow-up calls and emails to members regarding services provided, recommendations, new product launches, and to strengthen relationships.
  • Follows and ensures compliance with all operational procedures necessary to maintain accuracy, manage risk, prevent fraud, and protect members.

Additional Responsibilities:

  • Supports other MSR I and II staff as needed.
  • Organizes daily work for the branch.
  • Checks email for updates.
  • Processes and balances the ATM and posts night drop transactions.
  • Prepares coin bags for shipment.
  • May assist members with their Safe Deposit Boxes.
  • Adheres to all Launch Credit Union policies and procedures.
  • Completes compliance training assignments promptly.
  • Participates in meetings and training sessions as required.
  • Performs other duties as assigned.

Supervisory Responsibilities:
None.

Education, Experience, and Skills Required:

  • At least two years of relevant experience.
  • A minimum of one year of experience in identifying member/customer needs and offering appropriate products and/or services.
  • At least one year of experience in a performance-driven environment with individual goals.
  • A high school diploma or GED.
  • Ability and willingness to identify member needs and make suitable product/service recommendations.
  • Strong interpersonal skills, demonstrating courtesy, tact, and diplomacy in interactions.
  • Excellent written and verbal communication skills.
  • Proven ability to build rapport and establish trust with members/customers.
  • Strong mathematical and accurate cash handling skills.
  • Proficient in computer use with the ability to quickly learn software applications and systems.
  • Knowledgeable or able to quickly learn about credit union products, services, policies, and procedures, including digital services.
  • Ability to learn and understand credit report analysis.
  • Knowledgeable or able to quickly learn applicable regulations (e.g., Reg D, CC, BSA, TISA, etc.).
  • Detail-oriented, organized, able to work under pressure in a fast-paced environment, and adaptable to change.
  • Good judgment, decision-making, and problem-solving skills.

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