The Member Service Specialist is responsible for delivering excellent member experience through a wide range of credit union transactions, including opening new memberships, lending, and more. The Member Service Specialist must maintain accurate records and follow all credit union processes, policies and procedures while serving the members. This position requires excellent communication skills to effectively engage and recognize the member's needs and ensure that they are offered products and services that will assist the member with reaching financial wellness. The Member Service Specialist works collaboratively with their branch team to assure that the member experience is superior, and goals are achieved.

Essential Job Functions

• Engaged Communication: Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
• GREAT Service Standards: Commitment to offering superior member experience while following all the GREAT service standards.
• Accurately Process Member Activity: Service all new and existing accounts, including internal transfers, updating accounts accordingly, ordering/reorder of member checks, process stop payment requests, card inquiries, and troubleshooting. Process all levels of loan applications including auto, credit card, home equity, etc. Submit all loan and membership applications in a timely manner for audit and examination purposes.
• Focus on Purpose/Mission: Focused on the credit union's purpose and mission statement of creating financial wellness in our community through everyday banking.
• Scorecard Accountability: Cross-offer new checking, lending, and product protection to members that are consistent with individual and branch goals.
• Focused on Clear Member Communication: Properly notify members of loan decisions, follow up on approved applications, prepare all necessary documents, and finalize loan and disbursement of funds. Provide our members with excellent service in person and by phone, answer general and specific account and loan inquiries, and other related Credit Union services and products. Respond to members' requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.
• Diversity, Equity, and Inclusion: Committed to supporting a culture that is inclusive for all.
• Core Process, Policy, and Procedure Review and Recommendations: Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements.
• Community Advocate: Serves as a representative of the credit union while in the community.

• Branch Support: Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch. Willingness to mentor and support other team members. Assist teller line when needed, including processing members' deposits, withdrawals, loan payments, transfers initiated by phone or in person, and other miscellaneous member transactions efficiently and accurately.

   

Competencies Required

People Focused and Strong Communication: Empathetically seek understanding of what members and team members require, expect, and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.

Achiever, Initiative, and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of