Financial Services Specialist - South Lansing Branch

MSU Federal Credit Union • Lansing, MI

1d • Onsite

About The Position

The Financial Services Specialist role is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. The Financial Services Specialist will deliver personalized service, making product and service recommendations after a thorough review of each member’s unique financial position. Financial Services Specialists respond to member requests while recommending additional products and services that elevate the member's financial wellbeing and perform these tasks with accuracy and efficiency. Financial Services Specialists are responsible for problem solving to find the optimal solution for the member while mitigating risk to the member and Credit Union.

Requirements

• High school diploma, GED or equivalent.
• Availability to work during branch hours (Full time up to 40 hours per week and Part time up to 29 hours per week), including Saturdays, and to support other locations to meet needs across the branch network.
• Communicate
• Navigate Change & Evolve
• Solve Problems & Make Decisions
• Plan, Prioritize, and Achieve
• Collaborate
• Effectively leverages opportunities and generates leads to cross-sell products and services with integrity, supporting member needs while achieving individual, department, and organizational goals.
• Prioritizes and acts on the needs of members and employees. Sets the tone and establishes rapport. Acknowledges and clarifies while committing and providing guidance. Summarizes and closes the interaction positively.
• Demonstrates knowledge of products, services, and relevant details offered or supported within the position.
• Includes knowledge of relevant external and internal policy and compliance procedures.
• Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements.
• Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement.
• Demonstrates knowledge of specific Credit Union programs and applications and successfully navigates these systems.
• Takes outside knowledge into account while evaluating information.
• Helps others build awareness, confidence, and resources necessary to fulfill their potential, regardless of reporting relationship.
• Self-reflects on behavior and how emotions affect others. Situationally modifies behavior to improve outcomes and build relationships. Knows, leverages, and displays strengths and vulnerabilities.
• Thinks beyond the confines of traditional models to recognize opportunities and identify new and better processes. Encourages experimentation and accepts failure as a driver of innovation.

Responsibilities

• Actively listen to uncover each member’s stated and unstated financial needs, conduct a comprehensive analysis of their financial profile, and recommend tailored solutions that support their long-term financial well-being, while successfully cross-selling complimentary products and services that meet their needs.
• Identify and sell products and services, provide personalized financial education to enhance member experience, and achieve individual and departmental goals.
• Ensure accurate processing of member transactions in alignment with department and Credit Union processes and procedures, maintaining operational integrity and a high standard of service. Maximize accurate service delivery by effectively transitioning between tasks in a fast‑paced environment.
• Review member transactions, applications, and account activity for red flags such as unusual deposit or withdrawal activity, account access anomalies, and high-risk application indicators; ask clarifying questions to verify identity and intent; and promptly escalate concerns to the Fraud Department to ensure timely investigation and resolution, protecting both members and the Credit Union.
• Process business account transactions using tools to mitigate risk while ensuring a thorough review of each member’s unique financial position to successfully make product and service recommendations or referrals to business partners.
• Operate within two separate cash drawers on two separate systems while ensuring accuracy and efficient member service, demonstrating proficiency in Credit Union tools and supporting others as needed.
• Promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage their finances with ease and confidence.
• Engage in branch, organizational, and self-paced training to strengthen competencies within the role while building skills and abilities required for future growth and readiness.
• Utilize thorough review of each member’s unique financial position during transaction processing, onboarding and outbound calling to further develop relationships with members, prospects, and new account applicants, offering products and services with measurable success, identifying and closing deposit opportunities and referring loan and digital products.
• Engage with members and prospective members through community events to build relationships and grow the branch.
• Support cross‑departmental operational needs by performing designated tasks to enhance efficiency, maintain productivity, and contribute to service and growth across the Credit Union.
• Review, process, and decision new account applications using risk mitigation tools, while applying a consultative sales approach to assess each member’s unique financial position. Leverage these insights to recommend and capture additional deposit, digital, and loan products that best meet the member’s individual needs and support their financial goals.
• Assist members through the specialty account intake interview process, answering questions, gathering required documents and creating a seamless and welcoming connection to the Deposit Operations team.
• Review, process, and decision new business account applications for commercial members, using tools to mitigate risk while ensuring a thorough review of each member’s unique financial position to recommend and open products and services that meet the members’ needs or make referrals to business partners.
• Independently demonstrate fraud prevention responsibilities and engage and communicate with members and peers with confidence, communicate concerns clearly, support peers by sharing insights and promote fraud awareness to strengthen collective vigilance across the team.
• Process safe deposit box applications and maintenance requests with accuracy, as applicable at select branch locations.
• Analyze member behavior to identify emerging trends and patterns, proactively bringing insights forward for discussion to inform strategic decisions and enhance member experience.
• Identify and recommend opportunities to enhance efficiency by initiating conversations around process and procedure improvements, fostering a culture of innovation and operational excellence.
• Proactively identify gaps in team knowledge or performance related to processes, procedures, sales, or service; collaborate with leadership to design and deliver targeted training and support that builds confidence, improves execution, and drives consistent, high-quality member experiences.
• Independently demonstrate complex fraud prevention responsibilities using sound judgement and attention to detail, recognize emerging fraud patterns within the branch or market and collaborate with leadership to enhance the team’s awareness and response.
• Leverage data-driven insights to identify and analyze trends in member behavior, proactively initiating strategic discussions that influence decision-making, enhance member engagement, and drive continuous improvement across branch operations.
• Lead and optimize member service initiatives by developing training for team members and drive continuous improvement to elevate the overall member experience.
• Coach and mentor branch team members on developing effective sales skills and engaging in meaningful conversations about products and services to better meet member needs.

Benefits

• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year
• Volunteer Time Off
• 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED