Member Service Specialist Floater

Members Choice Credit Union•Houston, TX

About The Position

The Member Service Specialist Floater performs member service, financial transaction processing, account and loan processing, issue resolution, and responds to member questions across MCCU retail locations. The role rotates among retail branches and the call center based on staffing needs, training, and operational opportunities, performing duties associated with both face-to-face branch service and remote call-center service. The position provides accurate, timely service in accordance with the credit union’s member-centric service standards. It processes transactions and account requests, supports members with accounts and loans, and helps promote credit union products and services. The role also follows credit union policies and applicable state and federal regulations, completes required training and compliance work, and represents MCCU in community activities.

Requirements

High school education or GED.
Ability to provide exceptional member service.
Effective time management, accuracy, and mathematical skills, including cash balancing.
Strong professional verbal and written communication skills and creative thinking abilities.
Ability to make decisions, exercise judgment within proper authority levels, and take accountability for results.
Knowledge of relevant software, including Microsoft Office products.
Ability to meet the physical demands of the position, including standing for long periods, mobility, and lifting a minimum of 50 pounds.
Flexibility to accommodate changing work hours and locations as needed.

Nice To Haves

Two or more years of work experience in member service, financial services, or a similar position is preferred.

Responsibilities

Provide prompt, professional, accurate service and support to members and associates in accordance with credit union service standards.
Process transactions, resolve problems, and answer questions about account issues and credit union products and services within established authority levels.
Answer 40–80 inbound calls daily while assisting the eBranch Servicing and eBranch Solutions call center.
Assist with chat, email, online banking messages, and remote service requests, including wire transfers and online account and loan application processing, as needed.
Receive, inspect, and verify cash and negotiable instruments for deposit; accept loan payments; and perform other financial transactions according to policies and procedures.
Open new memberships, including IRA, business, fiduciary, POA, and online accounts; issue or order debit cards; explain account and ownership options; counsel members; and obtain required information and documentation.
Maintain member account information and perform account maintenance, including fraud claims, loan maintenance, and decedent account maintenance.
Interview members about loan needs, process loan applications, pull credit, review debt, and cross-sell credit union products and services to meet established goals.
Balance at the end of each workday as assigned; assist with the vault or cash dispenser as needed; and maintain up-to-date queues.
Complete mandatory compliance testing and implement applicable credit union policies and procedures, including Bank Secrecy Act, SAR, and CTR requirements.
Participate in branch and all-staff meetings and stay current on organizational issues, promotional campaigns, policies, procedures, services, and strategy.
Attend training and complete online learning assignments to increase job knowledge and performance.
Participate in community relations activities and groups as an MCCU representative.
Maintain positive relationships with coworkers and members by embracing and demonstrating MCCU’s IMPACT culture.
Perform other related duties as required and assigned.