Member Service Specialist I - Stadium
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 specialist uses product knowledge and the Total Member Connect (TMC) process to identify products and services that support members’ financial well-being and the Credit Union’s growth goals, while maintaining integrity and operational efficiency. PFFCU staff members are expected to promote the corporate values of member service, teamwork, commitment, performance, and professional competency. The role supports activities throughout the branch, including work at ITMs, the service window, and the sales desk.
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 the ability 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
- Adhere to PFFCU’s Commitment to its Members and lead by example.
- Treat members with respect and consistently provide friendly, professional service.
- Handle branch activities including membership and loan applications, account issue resolution, and cash-related responsibilities at the window, desk, or ITM.
- Secure and protect member information.
- Use the five-step TMC process and meaningful conversations to identify member needs and cross-sell Credit Union products and services.
- Use available resources to address member inquiries and concerns efficiently and see them through to completion.
- 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 the 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 by Retail Performance Standards, using quality TMC conversations to deepen member relationships.
- 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 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
