Member Service Specialist

Credit Union West•Glendale, AZ

10h

About The Position

Credit Union West’s Member Service Specialist is a frontline, member-facing universal sales role focused on providing an industry-leading member service experience and sound financial guidance. The position develops and expands member relationships while supporting teller operations, opening consumer and business accounts, maintaining accounts, and processing consumer personal and real estate loan applications and funding. The specialist handles member requests, identifies needs, makes recommendations, and works toward sales and production objectives. The role also supports members through digital and other service channels, encourages adoption of digital services, and contributes to branch operations, security, cash balancing, auditing, ordering, and vault responsibilities. The position requires a high school diploma or GED, 1–3 years of lending experience at a financial institution, and an NMLS. Bilingual ability is preferred. Work shifts fall between Monday and Saturday, 8 a.m. and 6 p.m.

Requirements

High school diploma or GED.
A minimum of 1–3 years of lending experience in a financial institution.
NMLS required.
Ability to work shifts between Monday and Saturday, 8 a.m. to 6 p.m.
Communicate effectively and tactfully with employees and members, orally and in writing.
Demonstrate critical thinking and self-reliance in analyzing and solving problems.
Effective time-management and organizational skills, with the ability to multitask and adapt to serve members and employees.
Working knowledge of Microsoft Office, SharePoint, and collaborative tools such as Teams and Zoom.
Maintain a thorough working knowledge of the organization’s Employee Handbook and policies.
Functional knowledge of the Bank Secrecy Act and relevant federal laws, including the U.S. Patriot Act, Office of Foreign Assets Control requirements, Anti-Money Laundering requirements, Right to Financial Privacy Act, and Bank Bribery Act.
Live the credit union’s mission, vision, and core values.

Nice To Haves

Bilingual ability.

Responsibilities

Provide member service consistent with the credit union’s mission, core values, and service standards.
Meet or exceed sales and production objectives by responding to member requests, identifying needs, and making recommendations.
Process and fund consumer loans, including personal, credit card, auto, and home equity loans; solicit related ancillary products and complete loan and title documents accurately.
Participate in outbound calling campaigns as needed.
Open, maintain, and close membership accounts, including savings, checking, certificate, retirement, business, trust, and estate accounts.
Provide proactive and timely follow-up and assist members with online banking, direct deposit, automatic transfers, and account maintenance.
Assist members by phone, email, and other digital channels, communicate professionally, and encourage adoption of digital services.
Process teller transactions efficiently and accurately while maintaining security controls and using judgment to place check holds, mitigate fraud, and provide authorized overrides.
Balance an individual cash drawer and assist with daily branch balancing activities.
Support other team members and complete assigned auditing, ordering, and vault-related responsibilities.
Perform other duties as assigned.