Member Service Specialist I - Warminster, PA
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 support the Credit Union’s growth goals, identify products and services that may benefit members’ financial well-being, and maintain integrity and operational efficiency. PFFCU staff are expected to promote the corporate values of member service, teamwork, commitment, performance, and professional competency. This role handles branch activities such as membership and loan applications, account issue resolution, cash-related transactions, and member assistance at the ITM, service window, or sales desk. The position requires a professional and composed approach, strong communication and organizational skills, and the ability to use computers and multiple software systems. Physical duties include prolonged standing, walking, and sitting while working with members and computers, and occasional lifting of up to 15 pounds.
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 simultaneous use of various software systems, 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 its 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.
- Cross-sell Credit Union products by using meaningful conversations and the five-step TMC process to identify member needs.
- Use available resources to handle member inquiries and concerns efficiently and bring them 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 according to branch needs.
- Produce thorough, high-quality work with minimal errors.
- Assist management with dual-control processes as needed.
- Meet successful or better production standards through quality member conversations that deepen relationships using the TMC process.
- 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.
- PFFCU makes an automatic 6% 401(k) contribution 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
