Financial Service Specialist

Job Description Statement 

To provide exceptional member service through all delivery channels, processing member requests such as account opening and maintenance, phone inquiries, loan requests, and all other services related to credit union products.

This position is designated as a float role and provides coverage across multiple branch locations based on staffing and operational needs.  

Credit Union Branch Staff Standards

• Represents the Credit Union in a courteous and professional manner.
• Assumes responsibility for establishing and maintaining effective, professional business relationships with members. Ensures members are greeted and welcomed to the credit union in a friendly and professional manner.
• Complies with credit union operations and security procedures by participating in dual-control functions and by maintaining awareness of all credit union safety and security policies and procedures. 
• Understands and complies with branch opening and closing procedures.
• Maintain thorough understanding of products and services and ensures that all members are informed as needed.
• Proactively promote and cross-sell products and services based on member needs.
• Maintains privacy of member account information.
• Ensures that the Credit Union’s quality reputation is maintained and protected.
• Ensures work area is clean, secure, and well-maintained. 
• Ensures that member requests and questions are promptly resolved.
• Actively promotes a positive team environment within the branch and with other departments to ensure delivery of high-quality service.
• Contribute to team effort by participating in credit union events, promotions, etc. and by projecting a positive attitude to members and staff always.
• Attends meetings and in-house training, as required.

Essential Duties and Responsibilities 

• Provides branch coverage across multiple locations, including temporary and short-notice assignments, to support staffing needs and ensure continuity of member service.
• Provides member service by taking and processing account and loan applications.
• Provides accurate and detailed recommendation write-ups, consistent with CCU loan policies, to the Consumer Credit Department to expedite the decision-making process. 
• Provides excellent member service by resolving member problems.
• Educate members on available credit union services and make recommendations based on their needs.
• Services all member requests related to branch operations.
• Ensures all policy and regulatory documentation is completed thoroughly and accurately.
• Performs all Member Service Specialist functions as needed.
• Maintains professional and technical knowledge by participating in educational opportunities as necessary.
• Complies with all governing regulations, specifically the Bank Secrecy Act (BSA), OFAC and the Patriot Act requirements. Understands and complies with all state and federal regulations and laws. 
• Performs any and all duties assigned by supervisor.

Required/Performance Skills/Abilities

• Regular travel between branch locations is required.
• Reliable transportation and the ability to respond to travel needs on short notice or as scheduled are required.
• Strong time management skills with the ability to multitask and coordinate several responsibilities simultaneously.
• Demonstrates a polished, professional appearance in accordance with company dress code standards.
• Technologically proficient; confident in using core systems and standard office software.
• Ability to collaborate with all levels and departments of the organization.
• Demonstrates exceptional attention to detail and commitment to operational accuracy.
• Clear, effective communicator in both verbal and written forms. 
• Builds and maintains positive relationships with members and coworkers; handles questions and concerns professionally and promptly. 
• Flexible, dependable, and able to adapt in a fast-paced environment. 
• Capable of working independently with minimal supervision. 
• Strong knowledge of financial products and services.
• Strong analytical and decision-making abilities; able to quickly assess situations, determine appropriate responses, and remain composed under pressure. 
• Demonstrates the highest standards of ethics, integrity, and professionalism. 

Education and/or Experience

• High School graduate or equivalent.  
• Two or four-year business degree preferred.  
• Related lending experience preferred.

Certificates, Licenses, Registrations

• Notary Public may be required based on need.

Physical Demands

The physical demands described are representative of those necessary to successfully perform the essential functions of this job.  Reasonable accommodation may be made in accordance with applicable laws.

• Regularly required to sit and/or stand.
• Frequent use of hands to operate standard office equipment.
• Occasional walking, speaking, and hearing.
• Ability to lift and/or move up to 30 pounds occasionally.
• Requires close vision and the ability to adjust focus.
• Ability to travel and work overtime as needed.

Work Environment

The work environment characteristics described are representative of those necessary to perform the essential functions of this job.  Reasonable accommodation may be made in accordance with applicable laws. Work is typically performed in a moderate-noise office environment.

Intent and Function of Job Descriptions

This job description outlines the primary responsibilities and minimum qualifications for the role and is not intended to be all-inclusive. Additional duties may be assigned as needed.

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable qualified individuals to perform the essential functions of this position.

Job descriptions are not intended as and do not create employment contracts.  Employment is at-will and may be terminated at any time for any lawful reason.