Member Service Specialist I - Washington Township
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 role uses product knowledge and the Total Member Connect (TMC) process to support the Credit Union’s growth goals and help members identify products and services that support their financial well-being, while maintaining integrity and operational efficiency. PFFCU staff members are expected to promote the organization’s values of member service, teamwork, commitment, performance, and professional competency. The specialist may work at the ITM, service window, or sales desk and must maintain a professional image and an 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.
- Willingness to embrace technology.
- Computer proficiency and 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 and 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 address member inquiries and concerns efficiently and completely.
- Demonstrate flexibility to help ensure appropriate branch staffing.
- 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 while using 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 by PFFCU at 75% to 90%.
- PFFCU contributes an automatic 6% to the 401(k) 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
