Member Support Specialist 3

P1FCU • Clarkston, WA

2d • Onsite

About The Position

The Member Support Specialist III delivers exceptional service by assisting members through digital platforms at the digital branch. Responsibilities include educating members on digital solutions, supporting ITM and video banking transactions, processing new accounts and loan applications, and recommending additional products and services to meet member needs. This role plays a key part in driving branch-level initiatives while also aligning with and supporting the organization’s overall strategic objectives.

Requirements

• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• A high school degree or equivalent
• Strong problem-solving skills with the ability to navigate and resolve technical issues.
• Excellent communication skills, both written and verbal, with the ability to explain complex digital concepts in an easy-to-understand manner.
• Familiarity with offering additional financial products and services that meet member needs.
• Comfort with technology and the ability to quickly learn and adapt to new tools and platforms.
• Ability to work independently while also collaborating effectively.
• High attention to detail and strong organizational skills.
• Flexibility to adapt to changing needs and environments within the digital space.
• Positive, member-focused attitude with a commitment to delivering excellent service
• Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be capable of regular, reliable and timely attendance.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

• Familiarity with online banking systems, mobile applications, and digital security best practices is a plus.

Responsibilities

• Educate members on digital services, including online banking, mobile apps, ITM/Video banking tools, and new technology offerings.
• Promote awareness of digital security best practices.
• Open new personal and business accounts and process consumer loan applications.
• Provide updates and account maintenance for existing accounts and loans.
• Maintain accuracy in account and loan documentation.
• Assist members with real-time ITM transactions and video interactions, ensuring a smooth and guided experience.
• Identify opportunities to offer members additional products and services that meet their financial needs (e.g., credit cards, savings products, and ancillary products).
• Resolve member issues, including those related to digital banking, by guiding them through technical and service-related challenges.
• Deliver personalized support tailored to individual member needs.
• Work closely with teams including IT, Lending, Digital Services, and Operations to enhance the digital member experience and resolve escalated issues.
• Actively support and contribute to organization-wide initiatives such as: digital adoption and education efforts, new member onboarding, online loan applications, and outbound calling efforts.
• Perform additional responsibilities and other duties as assigned to support the overall goals and success of the organization.

What This Job Offers

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