Member Service Specialist I - Wyncote, PA
About The Position
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 and members’ financial well-being while maintaining integrity and operational efficiency. PFFCU staff are expected to promote member service, teamwork, commitment, performance, and professional competency. The specialist supports all aspects of branch operations, including membership and loan applications, resolving account issues, and cash-related responsibilities at the service window, desk, or ITM. The position also involves identifying member needs, discussing relevant products and services, protecting member information, and helping maintain branch coverage and an 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.
- Comfort with technology.
- Proficiency with computers and the ability to work in 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.
Responsibilities
- Adhere to PFFCU’s Commitment to Members and lead by example.
- Provide friendly, respectful, and professional service to members.
- Handle branch activities including membership applications, loan applications, account issues, 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 resolve member inquiries and concerns efficiently and completely.
- Demonstrate flexibility to help ensure the branch is properly staffed.
- 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, high-quality work with minimal errors.
- Assist management with dual-control processes as needed.
- Meet successful or better production as defined in Retail Performance Standards while conducting quality conversations to deepen member relationships through 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 by PFFCU at 75% to 90%.
- 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
