Member Service Specialist I - King of Prussia, PA
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 specialist 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. The role includes assisting members with membership and loan applications, account issues, and cash-related transactions at the service window, desk, or ITM. Staff are expected to promote PFFCU’s values of member service, teamwork, commitment, performance, and professional competency. The specialist may assist at different branch service areas as needed and must maintain a professional image and an organized workspace. The position requires prolonged periods of standing and walking, as well as sitting and working at a computer. Employees must be able to lift up to 15 pounds at times.
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 is preferred.
Responsibilities
- Adhere to PFFCU’s Commitment to Members and lead by example.
- Provide friendly, respectful, and professional member service.
- 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 resolve member inquiries and concerns efficiently and completely.
- Demonstrate flexibility to help ensure appropriate branch staffing.
- Make a positive first impression on members.
- Assist with branch activities at ITMs, the service window, or sales desk, based on branch needs.
- Produce thorough, high-quality work with minimal errors.
- Assist management with dual-control processes as needed.
- Meet successful or better production levels under Retail Performance Standards and use 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 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
