Senior Member Relationship Specialist - Deptford

First Harvest Credit Union • Deptford, NJ

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About The Position

The Senior Member Relationship Specialist (MSR III) independently performs a full range of member service, sales, and operational functions with minimal supervision and serves as part of the management team. The role oversees workflow, acts as a key holder, assists members, supports staff, and helps coach and train staff and new team members. It delivers exceptional member service by addressing financial needs, promoting credit union products and services, processing transactions, opening accounts, explaining loan products, entering loan applications, and disbursing loans. The specialist also helps members manage accounts and resolve issues while maintaining compliance with regulatory requirements.

As a Float MSR III, the employee must be able to travel to branches throughout the Branch Network as needed and work effectively in team environments. The position may direct staff workflow when the Regional Manager and Assistant Branch Manager are absent. The listed base pay is $22.50 per hour. An additional $0.50 per hour may be added for demonstrated proficiency in spoken and written English and Spanish, or $1 per hour for demonstrated long-term willingness to work at multiple branch locations as assigned based on business needs. Benefits are offered based on eligibility.

Requirements

• High school diploma or GED.
• At least two years of experience as an MSR II or in a similar role within a financial institution.
• At least two years of experience in financial services, with a strong background in lending, sales, and member service.
• Prior sales experience.
• Previous leadership or supervisory experience is required, preferably in a credit union or banking environment.
• Strong knowledge of consumer lending, regulatory requirements, loan processing, credit union products and services, and compliance regulations.
• Thorough knowledge of credit union services, policies, and procedures.
• Comprehensive knowledge of banking regulations.
• Proficiency with Microsoft Office Suite, Outlook, and the Internet.
• High proficiency with credit union software programs.
• Excellent communication, interpersonal, and customer service skills.
• Ability to remain professional, act as a role model, work with minimal supervision, and exercise judgment.
• Intermediate to advanced knowledge of sales techniques.
• Ability to coach and train others.
• Availability to travel to other branches when required.
• Proven ability to drive sales while maintaining member service standards and operational efficiency.
• Strong leadership and team-building skills, including coaching experience.
• Strong problem-solving and decision-making abilities to address member concerns and operational challenges.

Nice To Haves

• Associate or bachelor’s degree.
• Experience coaching and training others.
• DNA core system experience.
• Demonstrated proficiency in both spoken and written English and Spanish may qualify for a $0.50 hourly premium.
• Demonstrated long-term willingness to work at multiple branch locations as assigned may qualify for a $1 hourly premium.

Responsibilities

• Adhere to FHCU Service Standards.
• Perform all Branch MSR duties and responsibilities with minimal supervision.
• Serve as the first point of contact for branch personnel regarding member issues or complaints, assist with resolution within assigned authority, and escalate issues when necessary.
• Coach and assist with training new and existing team members to support completion of operational, sales, and service duties.
• Contribute to branch sales goals by identifying members’ financial needs and recommending appropriate products or services using sales techniques.
• Act as a key holder on a rotating basis and perform branch opening and closing responsibilities.
• Recommend improvements to the supervisor that could improve service delivery to members.
• Assist with the office’s daily operational functions as a team member.
• Represent the credit union at Select Employer Group events as requested.
• Direct staff workflow in the absence of the Regional Manager and Assistant Branch Manager.
• Participate in available self-development education programs and required compliance courses.
• Travel to other branches within the Branch Network as needed.
• Process transactions, open accounts, provide information about loan products, input loan applications, and disburse loans.
• Help members manage accounts and resolve issues while ensuring compliance with regulatory requirements.
• Perform other duties as assigned.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Company-paid short-term disability and long-term disability
• Company-paid basic employee term life insurance
• Voluntary term life insurance for spouse and children
• Critical illness, accident, and hospital indemnity insurance
• Health care flexible spending account or health savings account
• Tuition reimbursement
• Employee discounts on loans, travel, tickets, and more
• 401(k) match of up to 5%
• Annual retirement planning session
• 11 paid company holidays
• Up to 8 paid hours for community volunteerism
• Sick leave, PTO, and a personal holiday for full-time employees; PTO increases after the first completed year

What This Job Offers

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