Member Service Specialist-Bannock County

ICCU•Pocatello, ID

About The Position

The Member Service Specialist provides service to members for financial transactions and serves as a member-facing representative and one of the first faces of the Credit Union. The role creates a welcoming, professional, service-focused experience and promotes and cross-sells Credit Union services. It supports member satisfaction through courteous, accurate, and efficient service and helps members with their financial wellness. The specialist maintains a professional appearance consistent with ICCU dress and grooming standards for member-facing roles. The position handles a wide range of member-generated transactions through various channels and systems, provides information about Credit Union services, identifies opportunities to refer products and services, and uses available resources to resolve member concerns. It also supports branch operations, business and merchant transactions, cash management, member education, and branch performance goals. The employee must be eligible for membership at ICCU to obtain employment.

Requirements

High school diploma or GED.
At least one year of customer service or relevant experience.
Strong attention to detail and accuracy when handling transactions.
Proficient math skills and the ability to process account transactions accurately.
Good verbal and written communication skills.
Interpersonal skills and the ability to work independently and as part of a team.
Ability to perform tasks requiring manual dexterity, including processing paperwork, typing, filing, and handling cash.
Ability to sit or stand for prolonged periods as required by job duties.
Ability to occasionally lift and move items weighing up to 20–40 pounds.
Ability to perform frequent repetitive motions involving the wrists, hands, and fingers.
Ability to reach and operate keyboards and standard office equipment.
Must be eligible for membership at ICCU to obtain employment.

Nice To Haves

Teller or cash handling experience.
Knowledge of financial institution regulations.

Responsibilities

Help members achieve financial success and ensure their experiences meet or exceed ICCU service standards.
Act consistently with ICCU’s Core Values of Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement, and Accountability.
Perform member-generated transactions accurately, professionally, and promptly through a variety of channels and systems.
Provide members with general information about Credit Union services.
Recognize opportunities to refer Credit Union products and services to members.
Use available resources to resolve member concerns on first contact whenever possible, and address needs promptly and effectively.
Support community financial wellness through member education and service.
Contribute to individual and branch performance expectations through quality service, effective referrals, and consistent follow-through.
Maintain focus on member experience standards, service expectations, and branch goals.
Demonstrate professionalism in appearance, communication, attendance, and the quality and quantity of work.
Follow the assigned branch schedule, arrive prepared and on time, and comply with attendance expectations and time-off approval procedures.
Maintain the knowledge and ability to balance teller cash drawers, vaults, ATMs, cash recyclers, coin machines, money orders, cashier’s checks, VISA cash advances, gift cards, debit and credit card stock, and daily deposits.
Process member wire transfers and check orders.
Support business account and merchant transaction processing.
Assist with branch cash and coin ordering and selling.
Create member and business member debit cards.
Support branch office supply ordering.
Keep leadership informed of member needs, product or service suggestions, and escalations.
Maintain confidentiality of member and Credit Union information.
Perform other duties as assigned.