Member Service Specialist I

American 1 Credit Union•Blackman Charter Township, MI

2d•Onsite

About The Position

The Member Service Specialist delivers an excellent member experience through credit union transactions, including opening new memberships and accounts, lending, and related services. The role maintains accurate records and follows credit union processes, policies, and procedures while identifying members’ needs and offering products and services that support financial wellness. The specialist works collaboratively with the branch team to provide superior service and achieve goals. The position is on-site at the Robinson Rd Branch in Jackson, with flexibility to work at any credit union location within 20 miles of the home branch. The stated wage is $21.13 per hour. Benefits begin on day one and include health, dental, vision, and Responsible Time Off. Employment offers are contingent upon background screens.

Requirements

High school diploma or GED.
Prior customer service and sales experience.
Excellent verbal and written communication skills.
Working knowledge of PC applications such as Microsoft Office.
Ability to work independently and collaboratively as a team member.
Ability to direct and coach other team members.
Knowledge of credit union products, services, policies, core processes, and procedures.
Ability to provide supervisory leadership to professional- and intermediate-level staff.
Demonstrated member-focused strategy skills.
Skill in gathering, reporting, and summarizing data trends.
Ability to make decisions and take initiative in problem resolution.
Ability to handle confidential information with tact and responsibility.
Commitment to accuracy, reliability, punctuality, goal achievement, and confidentiality.
Ability to work assigned hours and at credit union locations within 20 miles of the home branch.

Nice To Haves

Credit union or banking experience.

Responsibilities

Engage meaningfully with members and coworkers, listening to understand needs and offering quality solutions.
Follow GREAT service standards and provide a superior member experience.
Service new and existing accounts, process internal transfers and stop-payment requests, update accounts, order or reorder checks, handle card inquiries, and troubleshoot account issues.
Process loan applications, including auto, credit card, and home equity applications, and submit loan and membership applications promptly for audit and examination purposes.
Notify members of loan decisions, follow up on approved applications, prepare required documents, finalize loans, and disburse funds.
Provide service in person and by phone; answer account and loan inquiries and questions about credit union products and services; respond to requests, problems, and complaints or direct members to appropriate assistance.
Cross-offer checking, lending, and product-protection services consistent with individual and branch goals.
Follow core processes, policies, and procedures, including customer-identification policies and Bank Secrecy Act requirements.
Represent the credit union in the community.
Work assigned hours and be flexible about working at credit union locations within 20 miles of the home branch.
Mentor and support team members, assist with the teller line as needed, and process deposits, withdrawals, loan payments, transfers, and other member transactions accurately and efficiently.
Support and collaborate with the branch team, complete account and loan documentation accurately, uphold GREAT service standards, meet personal scorecard results, and maintain strong knowledge of products and services.
Maintain confidentiality of member, employee, and credit union information; communicate and collaborate effectively; and take initiative in resolving problems.