Service Specialist

Generations Federal Credit Union•San Antonio, TX

About The Position

Responsible for member service requests within the branch and routine daily member transactions. The role assists members with service requests, performs non-cash transactions when not on the teller line, and helps members understand delivery channels, particularly eServices and the Retail Service Center, along with account maintenance and finance operations. Scheduled hours are divided between the teller line and the platform. The Service Specialist provides exceptional service, explains products and services, and refers members to Member Specialists for financial needs when appropriate. Teller duties are performed when scheduled, with transactions completed accurately and efficiently. The role supports branch operations, member advocacy, lobby leadership, policy compliance, individual scorecard performance, branch goals, inclusion, and assigned opening and closing duties, with security and safety as priorities. Other duties may be assigned.

Requirements

At least 1 year of combined cash-handling and retail sales experience.
Outgoing, sales-oriented personality.
Customer-service orientation and ability to work well under pressure.
Proficiency with Microsoft Office Suite.
Excellent oral and written communication skills.
Flexible work schedule, including Saturdays and rotation within the branch network.
Ability to stand or sit for long periods of time.
Ability to lift 50 lbs.
Ability to climb, stoop, and/or kneel.

Nice To Haves

Banking experience preferred.
Fluency in Spanish preferred.

Responsibilities

Respond to member service requests and perform routine daily transactions, including non-cash transactions when not assigned to the teller line.
Divide scheduled hours between the teller line and the platform.
Provide exceptional member service, explain products and services, and refer members to Member Specialists when appropriate.
Perform teller duties as scheduled, completing transactions accurately and efficiently while following the branch schedule and adapting to branch needs as directed by leadership.
Assist with basic account requests, including account maintenance and account opening, and cross-sell eServices as appropriate; coordinate smooth handoffs to Member Specialists.
Advocate for members and liaise with internal departments, branch leadership, and the Retail Service Center to address needs and resolve problems.
Share member scenarios and stories with the branch team as learning experiences and to promote consistent service.
Perform Lobby Leadership duties as needed.
Partner with the Operations Servicing Department to support member needs, inquiries, problem resolution, and branch time management and availability.
Follow policies and procedures, stay informed of changes, and implement them in daily work.
Meet or exceed individual scorecard metrics and behavioral expectations and contribute to branch goals, targets, campaigns, and initiatives.
Support an inclusive and diverse environment, share and escalate feedback, and model putting members first and the organization’s cultural values.
Perform assigned branch opening and closing duties for the lobby, drive-up, and other areas, prioritizing security and safety.
Perform other duties as assigned.