Personal Banker (Member Service Specialist) -

American 1 Credit Union•Summit Township, MI

5h•Onsite

About The Position

The Member Service Specialist is responsible for delivering excellent member experience through a wide range of credit union transactions, including opening new memberships, lending, and more. This role requires maintaining accurate records and following all credit union processes, policies, and procedures while serving members. Excellent communication skills are essential to effectively engage with members, recognize their needs, and offer products and services that promote financial wellness. The Member Service Specialist works collaboratively with their branch team to ensure a superior member experience and achieve goals. The position involves looking out for the financial wellness of members by reviewing accounts and building relationships, opening new bank accounts (checking, savings, IRA’s), opening new credit cards, analyzing credit reports, and assisting with full lending needs including analyzing requests, processing documentation, closing and funding loans, and monitoring queues.

Requirements

A minimum education of high school diploma or GED.
Prior customer service and sales experience.

Nice To Haves

Credit union or banking experience preferred but not required.
Excellent verbal and written communication skills
Working knowledge of PC applications such as Microsoft Office
Ability to work independently or as a collaborative member of a team.
Ability to direct other team members and coach others.
Knowledge of credit union products, services, policies, core processes, and procedures.
Ability to provide supervisory leadership of professional- and intermediate-level staff.
Demonstrated member-focused strategy skills.
Demonstrated skill in gathering, reporting, and summarizing trends in data.
Ability to express oneself clearly and articulately both orally and in writing.
Ability to make decisions and take initiative in problem resolution.
Ability to exercise tact and responsibility with handling confidential information.

Responsibilities

Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
Commitment to offering superior member experience while following all the GREAT service standards.
Service all new and existing accounts, including internal transfers, updating accounts accordingly, ordering/reorder of member checks, process stop payment requests, card inquiries, and troubleshooting.
Process all levels of loan applications including auto, credit card, home equity, etc.
Submit all loan and membership applications in a timely manner for audit and examination purposes.
Focus on the credit union’s purpose and mission statement of creating financial wellness in our community through everyday banking.
Cross-offer new checking, lending, and product protection to members that are consistent with individual and branch goals.
Properly notify members of loan decisions, follow up on approved applications, prepare all necessary documents, and finalize loan and disbursement of funds.
Provide members with excellent service in person and by phone, answer general and specific account and loan inquiries, and other related Credit Union services and products.
Respond to members' requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.
Committed to supporting a culture that is inclusive for all.
Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements.
Serves as a representative of the credit union while in the community.
Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch.
Willingness to mentor and support other team members.
Assist teller line when needed, including processing members' deposits, withdrawals, loan payments, transfers initiated by phone or in person, and other miscellaneous member transactions efficiently and accurately.