Member Service Specialist

SkyPoint Federal Credit Union • Silver Spring, MD

9d • 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 members and prospective members understand and use the credit union’s products and services while following policies, procedures, and applicable compliance requirements and safeguarding sensitive member information.

The position also supports sales and referrals by identifying member needs, conducting credit analysis for potential cross-selling, interviewing prospective loan applicants, and tracking referrals and follow-up in CRM software. Administrative work includes end-of-day balancing, ATM processing, and cash analysis and verification. The employee may float to other branches and, based on business needs, may be required to work at or transfer permanently to a neighboring branch within a reasonable commuting distance.

SkyPoint Federal Credit Union serves members in the greater Washington, D.C. metro region from Montgomery County, Maryland. It describes itself as a community-based, member-owned financial institution and the only designated CDFI credit union in Montgomery County.

Requirements

• Ability to work independently and in a team environment.
• Working knowledge of savings and checking products, accounts, and services.
• Effective mathematical calculation skills and accuracy 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.
• 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, 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.
• Availability to work Monday through Friday, 8:45 a.m. to 5:15 p.m.
• Ability to work at or transfer permanently to neighboring branches within a reasonable commuting distance if business needs require.

Nice To Haves

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

Responsibilities

• Provide prompt, efficient, and accurate member service and process member transactions.
• Open new memberships and maintain accounts, including IRA and business accounts.
• Advise 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 with online, mobile, and telephone banking, Bill Payment, and other eServices.
• Float to support other branches.
• Conduct credit analysis to identify potential cross-selling opportunities.
• Cross-sell products and services based on member needs.
• Interview members who may be loan applicants and initiate the applicable process.
• Use CRM software to track referrals, member follow-up, and sales performance goals.
• Perform administrative duties supporting member service and branch operations.
• Complete end-of-day balancing.
• Process ATM activity.
• Analyze and verify cash.
• Follow policies, procedures, and compliance requirements and safeguard sensitive member information.

Benefits

• Eleven paid holidays per year.
• Paid time off and personal, sick, and disability leave.
• Annual leave accrues at 4.6 hours per pay period, or 15 days per year.
• Two personal days per year.
• Sick leave accrues at 4.62 hours per pay period, with a maximum accrual of 120 hours per year.
• Medical, prescription, dental, vision, and disability insurance; the credit union pays a portion of the monthly premium.
• Group Term Life insurance for full-time employees, equal to one times basic annual earnings up to $200,000; the County pays 80% of the policy cost and the employee pays 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