Member Service Specialist I

Police & Fire Federal Credit Union • Washington Township, NJ

6d • Onsite

About The Position

The Member Service Specialist I (MSS I) is an entry-level branch role responsible for providing superior service to credit union members and developing new and existing member relationships. The specialist uses product knowledge and the Total Member Connect (TMC) process to support PFFCU’s growth goals, identify products and services that support members’ financial well-being, and maintain integrity and operational efficiency.

The role supports all aspects of branch service, including membership and loan applications, account issue resolution, and cash-related responsibilities at the service window, desk, or interactive teller machine (ITM). Staff are expected to promote PFFCU’s values of member service, teamwork, commitment, performance, and professional competency, while maintaining member privacy and 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.
• 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

• Provide friendly, respectful, professional service and lead by example in upholding PFFCU’s commitment 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 the five-step TMC process and meaningful conversations to identify member needs and cross-sell credit union products and services.
• Use available resources to handle member inquiries and concerns efficiently and to completion.
• Remain flexible to help ensure appropriate branch staffing and assist where needed at ITMs, the service window, or sales desk.
• Make a positive first impression that reflects well on PFFCU.
• Focus on thorough, accurate work with minimal errors.
• Assist management with dual-control processes as needed.
• Meet successful or better production as defined by Retail Performance Standards through quality member conversations and use of the TMC process.
• Maintain a neat and organized workspace and a professional image in dress, demeanor, and speaking voice.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED