Member Service Specialist

SkyPoint Federal Credit Union • Silver Spring, MD

3d • $20 - $24 • Onsite

About The Position

The Member Service Specialist performs branch functions, including processing member transactions accurately and promptly, opening memberships, maintaining accounts, and building member relationships and loyalty. The role helps grow membership and supports members and prospective members in understanding and using credit union products and services. It also involves adhering to policies and procedures, protecting sensitive member information, and complying with applicable regulations.

The position provides member service and technical assistance, supports sales and referrals, and completes administrative branch duties such as end-of-day balancing, ATM processing, and cash analysis. The regular working hours are Monday through Friday, 8:45 a.m. to 5:15 p.m. Based on business needs, the employee may be required to work at or transfer permanently to neighboring branches within a reasonable commuting distance.

Requirements

• Ability to work independently and in a team environment.
• Working knowledge of savings and checking products, accounts, and services.
• Ability to perform mathematical calculations and work accurately with numbers.
• Active listening skills to respond accurately to inquiries and account requests.
• Effective verbal and written communication skills.
• Organizational, planning, and time-management skills.
• Effective research, analytical, and problem-solving skills.
• Ability to build effective relationships through rapport, trust, diplomacy, and tact.
• Ability to exercise initiative and good judgment in making sound decisions.
• Ability to maintain composure in a high-production and changing environment.
• Ability to navigate multiple screens and PC applications and adapt to new technologies and software.
• May be required to participate in and complete specialized training based on business needs, such as notary or IRA training.

Nice To Haves

• Customer service experience.
• Cash-handling experience.
• Member or customer service experience, preferably in a call center, retail banking, or a financial institution.
• Experience working in a credit union or bank environment.

Responsibilities

• Provide prompt, efficient, and accurate service and process member transactions.
• Open new memberships and maintain accounts, including IRAs and business accounts.
• Counsel and educate members about financial matters and available products and services.
• Research and resolve member inquiries professionally using relevant knowledge and experience.
• Provide technical assistance for online, mobile, and telephone banking, Bill Payment, and other eServices.
• Float to support other branches.
• Conduct credit analysis for potential cross-selling opportunities.
• Cross-sell products and services based on member needs.
• Interview members who may be loan applicants and initiate the loan process.
• Use CRM software to track referrals, member follow-up, and sales performance goals.
• Perform administrative duties that support member service and branch operations.
• Complete end-of-day balancing, ATM processing, and cash analysis or verification.

Benefits

• Eleven paid holidays per year.
• Paid time off, personal leave, sick leave, and disability leave.
• Annual leave accrual of 4.6 hours per pay period, equivalent to 15 days per year.
• Two personal days per year.
• Sick leave accrual of 4.62 hours per pay period, with a maximum annual accrual of 120 hours.
• Medical, prescription, dental, vision, and disability insurance; the credit union and employee each pay a portion of the monthly premium.
• Group Term Life insurance for full-time employees, with the county paying 80% of the policy cost and the employee paying 20%; additional coverage may be purchased.
• Eligibility to participate in the SkyPoint FCU Retirement 401A plan after six months of employment.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed