Senior Member Services Specialist (Bilingual Spanish Prefered)

SkyPoint Federal Credit Union•Rockville, MD

7d•$50,000 - $54,000

About The Position

SkyPoint Federal Credit Union is a community-based financial institution, located in Montgomery County, Maryland, SkyPoint serves our members in the greater Washington D.C. metro region with a wide array of financial services, supported by technology, and offers great value, affordable fees, and rates through our member-owned structure. The only designated Community Development Financial Institution (CDFI) credit union in Montgomery County, SkyPoint helps our members and the community gain access to the financial services needed to prosper. Through our inclusive, expert, and compassionate team, we focus on removing banking complexities, and building empowering relationships with our members to help them achieve their financial goals with simple and accessible banking solutions. The Sr MSS is responsible for the day to day operations of a full-service branch. Provides total quality service by ensuring prompt delivery of services to the members in compliance with state and federal regulations and SkyPoint FCU policies and procedures. Maximizes the productivity of branch, assists in ensuring that all sales and service goals are met. Performs all duties of a Loan Interviewer/Processor, Member Services Specialist, and Call Center Agent as needed.

Requirements

Ability to work independently and in a team environment
Working knowledge of savings and checking products, accounts and services
May be required to participate and complete specialized training (in Business Services, IRA, MLO, notary, etc.), per business need
Active listening skills to accurately respond to inquiries and account requests
Organizational, planning and time management skills
Research, analytical, and problem solving skills
Effective skill building effective relationships through rapport, trust, diplomacy and tact
Effective at exercising initiative and using good judgment to make sound decisions
Maintains composure in a high production and changing environment
Navigating multiple screens and PC applications and adapting to new technologies
Effective skill performing mathematical calculations and working accurately with numbers
Strong verbal and written communication skills

Responsibilities

Manages daily operations
Responsible for general maintenance, security, and safety of the branch.
Assists with the ordering and verifying of currency shipments for the branch.
Ensures that the branch balances all transactions at the close of each business day.
Authorizes adjustments. Audits all negotiable items.
Ensures all equipment is in proper working order.
Promotes cross sales of the credit unions products and services.
Ensures a trained, motivated, and professional staff capable of providing efficient and effective branch services while maintaining positive member relations.
Monitors sales and service performance.
Evaluates staff performance through observations. Focusing on new account member onboarding and loan pipeline management.
Coaches and counsels’ staff monthly and completes Scorecards/Sales tracking.
Maintains clear and consistent line of communication between members, staff, and support departments.
Monitors service levels - lobby management and call monitoring.
Reviews and assists with Online new accounts, online maintenance requests and loans.
Attends business development activities to expand membership.
Gives prompt, efficient, and accurate service to members. Processes all member transactions in person, by fax, e-mail, online and/or telephone.
Opens new member accounts and provides information to new and prospective members by explaining and cross-selling Credit Union products and services.
Provides accurate information to members regarding Credit Union services, products, policies, and procedures.
Utilizes tact and experience-based knowledge to research and resolve member inquiries explaining specific policies, procedures, and products. Responds to member questions. Represents the Credit Union in a professional manner and maintains positive member relations.
Interviews loan applicants gathers the required information for a credit application explaining loan options, rates, terms, and collateral requirements.