Fig Garden Branch - Member Service Specialist II (Full-Time)

Golden 1 Talent Acquisition Team•Fresno, CA

10h•Onsite

About The Position

The Member Service Specialist II provides members with the highest level of service in an efficient and courteous manner. This role involves processing monetary transactions within assigned limits, maintaining accurate records, and balancing daily transactions according to established policies and procedures. The specialist proactively engages with members to identify and offer products and services that help them achieve their financial goals, answers questions, and directs members to appropriate departments for specialized services. Key aspects include assessing member needs during transactions, identifying opportunities for product/service offerings, and documenting these interactions in the EnAct system. The position also involves assisting with branch operations, mentoring junior specialists, and maintaining a thorough understanding of relevant laws and regulations.

Requirements

High School or GED required.
Minimum one plus year of prior experience in a cash handling service oriented role.
Fosters a positive and engaging work environment, treating others with courtesy and respect.
Inspires others through words and actions and embracing G1's mission, vision and core values.
Displays positive, outgoing, and empathetic attitude.
Punctual and reliable.
Results-orientated.
Takes on any task required to meet or exceed all team objectives.
Desire to take the initiative to identify, investigate and resolve member issues, including operational and support situations.
Willingness and flexibility in taking on new responsibilities as business requires.
Willingness to learn and master new and emerging banking technology.
Presents Golden Services (Internal/External).
Assumes Positive Intent in all communication.
Excellent oral and written communication skills.
Advanced knowledge in Federal Rules and Regulations as applied to credit unions.
Advanced knowledge in G1 products (consultative), fulfillment (with Subshares) and deposit services.
Advanced knowledge in employee handbook.
Advanced knowledge in Knowledge Base (G1 policies and procedures).
Advanced knowledge in cash handling.
Advanced knowledge in teamwork.
Advanced knowledge in customer service.
Basic knowledge in Microsoft Office (Word, Excel, Outlook and PowerPoint).
Basic knowledge in eFunds, Bridger, Card @ Once, EnAct (referrals, uncovering opportunities and reviewing balances), ECM, Springboard, DSUI / TNav, Wire Exchange, SBO, HRIS (ADP), Concur, Relationship Manager.
Proficient in adding profiles and updating tasks, activities and notes in EnAct.
Proficient in Maestro.

Nice To Haves

6+ months as a Member Service Specialist I or teller role at Golden 1 or another financial institution preferred.

Responsibilities

Process and audit financial transactions including deposits, withdrawals, transfers, payments and general ledger entries while maintaining a cash drawer.
Provide Golden 1 services to members, including cashier’s checks, money orders, savings bonds, wire transfers and transactions, additional sub-shares, and debit card issuance.
Assess members' needs while processing transactions.
Identify opportunities to help members relative to Golden 1 product or service offerings and document in EnAct system.
Identify and report fraudulent activity to management and Financial Investigations department, in accordance with current procedures to prevent potential loss to the credit union.
Assist in the proper operation of the ATM and Teller Cash Dispenser Units including, but not limited to, replacing receipt cartridge, clearing a blockage, etc.
Assist MSS III and above with open and close responsibilities, as needed.
Activate alarm.
Verify signature cards in ECM (Enterprise Content Management).
Perform check acceptance approval within assigned limits.
Ensure confidentiality of all member and credit union information.
Maintain current knowledge of all Golden 1 products and services, as well as of policies and procedures for teller functions.
Perform additional responsibilities essential to the operations of the branch (TCR, SBO, Safe deposit box, etc...), as needed.
Open deposit and specialty accounts (e.g., Roth IRA) and identify members’ financial service needs to ensure members are provided with meaningful financial solutions.
Mentor and advise MSSIs.
Engage in consultative dialogue with members to identify current and future financial needs and document in EnAct system.
Enroll members in the different channels that Golden 1 uses: online, mobile, etc.
Refer lending needs to MSS III and/or business partner.
Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
Interact professionally with members.
Communicate in a professional manner (proper grammar, punctuation and tone) in both written and verbal communication.
Be an effective listener.
Communicate with empathy.
Associate member needs based on conversation to G1 products and services.
Overcome basic objection or resistance through conversation.
Work as part of a team.
Accept constructive feedback positively and utilize it to help personal and professional development.
Ability to have a consultative dialogue by asking effective questions and connecting to answer to solutions offered by G1.
Communicate the "why", not just the "how" or "what".
Overcome member objections and resistance with a calming and reassuring presence.
Participate in team meetings.
Engage in frequent routine verbal and written communication with various internal departments (Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, MSSI Training).
Engage in frequent transaction related interactions and consultative conversations with members.
May be required to sign-in outside vendors and visitors as needed.