Member Service Specialist I - Marlton, New Jersey
About The Position
The Member Service Specialist I (MSS I) is an entry-level branch role responsible for providing superior service to members and developing new and existing member relationships. The role supports the Credit Union’s growth goals by using product knowledge and the Total Member Connect (TMC) process to identify products and services that support members’ financial well-being, while maintaining integrity and operational efficiency. The specialist handles a range of branch activities, including membership and loan applications, account issues, and cash-related responsibilities at the window, desk, or ITM. PFFCU staff are expected to promote the corporate values of member service, teamwork, commitment, performance, and professional competency.
Requirements
- High school diploma or GED.
- Strong verbal and written communication skills.
- Solid problem-solving skills.
- Exceptional member service skills.
- Strong organizational skills.
- Ability to remain professional and composed under pressure.
- Willingness to embrace technology.
- Proficiency with computers and using multiple software systems simultaneously, including Word, Excel, Outlook, Jack Henry Symitar/Episys, and Meridian Link.
Nice To Haves
- One year of customer service experience with sales or production goals is preferred.
Responsibilities
- Follow PFFCU’s Commitment to its Members and lead by example.
- Provide friendly, respectful, and professional member service.
- Handle branch responsibilities, including membership applications, loan applications, account issues, and cash-related duties at the service window, desk, or ITM.
- Secure and protect member information.
- Use meaningful conversations and the five-step TMC process to identify member needs and cross-sell Credit Union products and services.
- Use available resources to resolve member inquiries and concerns efficiently and completely.
- Be flexible to help ensure appropriate branch staffing.
- Make a positive first impression on members that reflects well on PFFCU.
- Assist with branch activities at ITMs, the service window, or sales desk as needed.
- Produce thorough, accurate work with minimal errors.
- Assist management with dual-control processes as needed.
- Meet successful or better production as defined by Retail Performance Standards, conducting quality conversations to deepen member relationships using the TMC process.
- Maintain a neat and organized workspace.
- Present a professional image in dress, demeanor, and speaking voice when interacting with members, coworkers, and supervisors.
Benefits
- Medical, dental, and vision benefits, with PFFCU covering 75% to 90% of premiums.
- 401(k): PFFCU contributes an automatic 6% after one year, regardless of employee contribution.
- Paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
