Member Service Specialist

The Member Service Specialist provides an exceptional service experience for SELCO Community Credit Union’s members, team members, and guests.

• Welcome and interact with internal and external members and customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help, and consistently address and thank the member by name.

• Provide member service and perform duties with a very high level of accuracy and efficiency to elevate the member service experience, minimize the need to redirect members to others, and help guide them when redirecting is needed while maintaining alignment with service expectations, instructions, policies and procedures including:

• Build and develop member relationships by asking open-ended questions, identifying member needs, and promoting and cross-selling suitable SELCO’s core and specialized products and services.

• Routine teller services i.e., counting and documenting cash, posting transactions, etc.

• Complex teller services i.e., GL entries, vault balancing, etc.

• Basic member service i.e., processing ACH, card, wire, and account change requests.

• Complex member services i.e., account opening, research, and problem resolution.

• Answer incoming calls and assist with specific inquiries.

• Basic loan services i.e., loan signing and disbursement

• Complex loan services i.e., conduct loan interviews, gather information and documentation, submit requests to underwriting, communicate with members, coordinate signing, and follow up as needed.

• Assist team members and other departments, as needed.

• Demonstrate adaptability and leadership skills, and uphold SELCO’s mission statement, corporate values, service promises, and exceptional customer service standards.

• Adhere to federal and state regulations, Credit Union policies, confidentiality requirements, and other compliance obligations.

• Promptly resolve exceptions identified through quality control audits and initiate steps to reduce future exceptions.

• Consistently achieve individual performance goals and contribute to branch and organizational objectives.

• Demonstrate initiative to help protect the member and SELCO from losses by detecting errors and taking action to prevent fraud.

• Attend and actively participate in required meetings and trainings.

• Adapt to and support change to accomplish SELCO’s goals and objectives.

• Perform other duties as assigned.

The position requires the following:

• Exceptional customer service skills by using the G-VAL-HI approach to providing service. Greet people, Value them. Ask how you can help. Listen. Help them. Invite them back.

• Initiative and ability to effectively cross-sell SELCO’s products and services.

• Effective and professional communication skills in person, over the phone, and in writing including through electronic channels.

• Good interpersonal skills that enable working independently and as part of a team at all organizational levels.

• Ability to apply knowledge acquired through job training and self-study of procedures and updates.

• Computer and software application skills, including Microsoft Office.

• Basic math and cash handling skills.

• Good time management and organizational skills with a high level of initiative, responsibility, and accountability, including the flexibility to adapt to changing business needs and deadlines.

• Ability to work accurately with a close attention to detail.

• Willingness and ability to receive, give, and assimilate coaching and feedback.

• Strong problem resolution and prevention skills.

• Ability to perform duties in an environment with background noise and complete tasks despite interruptions.

• Work ethic that includes dependability, punctuality, and a professional appearance and demeanor.

• High school diploma or equivalent; and

• Minimum one (1) year of customer service or sales experience; and

• Must maintain active federal registration with Nationwide Mortgage Licensing System; and

• Must be bondable.

While performing the job duties, approximately 80% of the time is spent stationary, with the remaining time spent moving around work areas. Frequent communication occurs in person, over the phone, and in writing. This position requires the ability to view a computer screen and interpret printed materials and other documents. This position requires the ability to lift and transport up to 25 pounds, and there is an occasional need to stoop, kneel, or reach to access documents, equipment, and supplies.

Reports To: Branch Supervisor, Assistant Branch Manager, Branch Manager, Senior Branch Manager

Work areas are inside in a climate-controlled environment with background noise, distractions, and frequent interruptions.

Work hours and location vary based on branch needs and may include Saturday and/or Sunday hours.

Black Light, Calculator/Ten-Key, Card Embosser, Cash Dispenser/Recycler, Coin Machine, Computer, Copier, Currency Counter, Drive-up Equipment, Fax, General Office Supplies, Phone, Scanner, Security Equipment, Tablet

I have received and reviewed a copy of the Member Service Specialist job description. I understand that this job description is not a contract of employment and in no way changes the at-will nature of the employment relationship with SELCO Community Credit Union.