Member Service Specialist

CHAMPION CREDIT UNION • Waynesville, NC

7d • Onsite

About The Position

The Member Service Specialist creates exceptional member experiences by delivering accurate, efficient, and personalized service while building trusted financial relationships. The position serves as a primary point of contact for member interactions, identifies member needs, provides appropriate solutions, protects member information, and supports Champion Credit Union’s commitment to service, operational excellence, and community.

The role represents the credit union professionally, builds positive relationships, follows operational and security procedures, maintains knowledge of products and services, and recommends solutions based on member needs. It also supports a clean and secure workplace, resolves member concerns promptly, collaborates with colleagues and other departments, and participates in meetings, training, and organizational initiatives.

The position processes and balances financial transactions, supports fraud prevention, completes documentation accurately, and complies with applicable laws and regulations. It educates members about digital services and financial resources, maintains effective working relationships, and develops knowledge of credit union products, policies, technology, and regulatory requirements. Additional duties may be assigned by the supervisor. There are no supervisory responsibilities.

Work is typically performed in a moderate-noise office environment. The position is based at the Waynesville Branch in Waynesville, North Carolina, with negligible travel indicated in the job details; the role may require travel between branch locations as needed and overtime as needed.

Requirements

• High school graduate or equivalent.
• Strong organizational and time-management skills, including the ability to manage multiple priorities.
• Proficiency in core systems and standard office technology.
• Ability to collaborate with all levels and departments of the organization.
• High attention to detail and commitment to accuracy.
• Strong verbal and written communication skills.
• Ability to build and maintain positive relationships with members and coworkers.
• Ability to adapt to changing priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to travel between branch locations as needed.
• Professionalism, integrity, and ethical behavior.
• Ability to meet the physical demands of the role, including regularly sitting and/or standing, frequent use of hands to operate standard office equipment, and occasionally walking, speaking, hearing, and lifting or moving up to 30 pounds.
• Close vision and ability to adjust focus.
• Ability to work overtime as needed.
• Polished, professional appearance in accordance with company dress code standards.

Nice To Haves

• Previous customer service experience is preferred.

Responsibilities

• Deliver accurate, efficient, personalized service and create positive member experiences.
• Build and maintain positive member relationships, identify needs, and recommend or cross-sell appropriate products and services.
• Process financial transactions accurately while supporting member education, fraud prevention, and service excellence.
• Balance daily transactions, verify cash totals, and investigate and resolve discrepancies.
• Follow operational and security procedures, including dual-control functions and branch opening and closing procedures.
• Protect member information and maintain confidentiality.
• Complete required documentation accurately and in accordance with credit union policies and regulatory requirements.
• Recognize unusual activity and follow established procedures to protect members and the credit union.
• Educate members about digital services, self-service tools, and financial resources.
• Resolve member concerns accurately and promptly, with a focus on one-touch resolutions where possible.
• Maintain effective working relationships with area personnel and management, and collaborate with colleagues and other departments.
• Continuously develop knowledge of products, services, policies, technology, and regulatory requirements.
• Maintain a clean, secure, and well-maintained work environment.
• Participate in meetings, trainings, and organizational initiatives as required.
• Ensure compliance with applicable regulations, including BSA, OFAC, the Patriot Act, and state and federal laws.
• Perform additional duties assigned by the supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED