Member Specialist I (Universal Teller)

Members First Credit Union•Bay City, MI

15d•Onsite

About The Position

Members First Credit Union is seeking a Member Specialist I (Universal Teller) for our new Bay City Branch. This role focuses on creating exceptional member experiences through meaningful conversations and problem-solving, assisting members in their financial well-being. The position is key to opening the new branch and encouraging a better tomorrow in Bay City. The credit union strives to create an atmosphere of belonging, offering opportunity and empowering team members to be their best selves while flourishing in work and life. The Member Specialist I is a Non-Exempt position reporting to the Branch Leader and is responsible for delivering on the credit union's mission, vision, and brand promise by living out core values in every service contact.

Requirements

Minimum high school graduate or equivalent.
A minimum of one year up to three years of similar or related experience.
Working knowledge of all credit union products and services.
Experience operating a personal computer.
Strive to exceed credit union, department, and personal goals.
Deliver prompt, professional, and accurate service.
Complete all tasks accurately and efficiently, with minimal errors.
Prioritize member-facing activity during downtime and contribute to a team-based universal model.
Demonstrate adaptability, sound judgment, and a strong service mindset in a fast-paced universal environment.
Commitment to inclusion, belonging, and member financial well-being.
Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.

Nice To Haves

Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.
Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.

Responsibilities

Deliver high-quality member service primarily through transactional support on the teller line while supporting existing member relationships.
Process member transactions efficiently and accurately, assist members with adding deposit and checking products to existing memberships, and support relationship growth through referrals, service excellence, and education.
Operate within a universal branch model, support digital queues, and outbound engagement when in-branch traffic allows.
Provide in-depth service, coaching, and product explanations with members.
Know the credit union’s full suite of products and services, consistently deliver on standards and procedures, and take consumer loan applications.
When applicable, mentor team members on Member Specialist role.
Independently receive and process member financial transactions including deposits, withdrawals, transfers, and loan payments; follow check procedures, check/cash handling processes, and ensure accuracy in all transactions.
Engage members in in-depth dialogue when appropriate—motivating, influencing, educating, and advising on financial wellbeing (including product/service recommendations, openings, closures, and troubleshooting).
Educate and support members to utilize digital tools such as the MFCU Online Banking Portal; reinforce self-service confidence by helping members navigate available tools, channels, and next-step solutions.
Perform advanced member service at the teller line including adding joint owners to accounts, opening additional products for existing members, and processing account maintenance requests.
When needed, move a member into an office to assist with adding a product or providing financial coaching.
Take consumer loan applications and complete required intake steps according to standards and operating procedures.
Complete and actively participate in the SME training program with support departments including but not limited to Cards, Fraud, and Q2.
Maintain workstation readiness and compliance documentation; complete required logs and reports; follow established security and key control procedures.
Participate in cross-training toward Member Specialist II responsibilities; when applicable, mentor MSRs.
Provide member service and teller operations: process deposits, withdrawals, payments, transfers, check cashing, official checks, money orders, cash advances, and related teller transactions.
Balance, audit, and maintain the working order of cash entities and cash-handling equipment, including cash drawer, TCRs, ATMs, cash counters, and related systems.
Maintain compliance with Check 21, negotiable instruments, NACHA, BSA, and OFAC.
Identify and escalate suspicious or fraudulent activity.
Add joint owners to accounts.
Open additional checking and savings accounts for existing members.
Change account types and process account maintenance requests.
Assist members with debit card orders, stop payments, account research, and file maintenance.
Recognize when member needs should be transitioned to higher-level branch partners for expanded account, lending, or advisory solutions.
Support relationship and financial wellbeing engagement by building relationships with current and new members; recommending products and services that help fulfill financial needs and goals.
Identify and consistently refer products and services that meet branch growth targets including deposit, digital, lending, mortgage, and investment opportunities.
Complete outbound onboarding and relationship-deepening calls when traffic permits.
Support online lending and new account queues when assigned.