Member Service Specialist I - Greenwood, Bensalem, PA
About The Position
The Member Service Specialist I (MSS I) is an entry-level branch role responsible for providing superior member service and developing new and existing member relationships. The role uses product knowledge and the Total Member Connect (TMC) process to support the Credit Union’s growth goals, identify products and services that support members’ financial well-being, and maintain integrity and operational efficiency. The position supports all aspects of branch service, including membership and loan applications, account issue resolution, cash-related transactions, and assistance at ITMs, the service window, or sales desk. Staff are expected to uphold PFFCU’s values of member service, teamwork, commitment, performance, and professional competency, while protecting member information and maintaining a professional, organized workspace.
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.
- Embraces technology.
- Proficient with computers and able to work in multiple software systems simultaneously, including Word, Excel, Outlook, Jack Henry Symitar/Episys, and Meridian Link.
- Ability to stand and walk for prolonged periods of 4 or more hours while working on a computer and assisting members at ITMs or the window.
- Ability to sit at a desk and work on a computer for prolonged periods.
- Ability to lift up to 15 pounds at times.
Nice To Haves
- One year of customer service experience with sales or production goals is preferred.
Responsibilities
- Follow PFFCU’s Commitment to Members and lead by example.
- Provide friendly, respectful, professional service to members.
- Handle branch activities including membership applications, loan applications, account issue resolution, and cash-related responsibilities at the 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 handle member inquiries and concerns efficiently through completion.
- Demonstrate flexibility to help ensure appropriate branch staffing.
- Make a positive first impression 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 standards through quality conversations that deepen member relationships using TMC.
- 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 premiums covered at 75% to 90% by PFFCU.
- PFFCU contributes an automatic 6% to the 401(k), regardless of employee contribution, after one year.
- 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
