Member Services Specialist II

Member Service Specialist II

• Full-time
• Non-Exempt
• Reports to President/CEO

The Member Service Specialist II performs member-focused activities related to opening, processing, maintaining, cross-selling, and closing accounts, loan products, and related services. This role provides professional, friendly service with an emphasis on member education, service quality, accurate financial transactions, and support for branch operations.

• Provide excellent service to current and prospective members, with the goal of developing full financial relationships and strong product and service utilization.
• Maintain knowledge of the credit union’s loan products and services, including current interest rates, terms, required application documentation, and estimated loan payment calculations. Exercise limited lending authority within established guidelines.
• Actively solicit and educate members and prospective members about the Credit Union’s loan and credit products, while discussing and cross-selling related convenience products and services.
• Generate leads and grow new and existing member relationships through cold calling, membership data reports, referrals, and other approved business development activities.
•  Complete documentation for requested financial products and services, including new account setup, in accordance with credit union policies and procedures.
• Perform lending duties related to processing, closing, and administering consumer loans.
• Guide members through financial transactions with accuracy, competence, and professionalism.
• Follow all applicable Federal, State, and NCUA lending regulations, compliance requirements and adhere to all City of Firsts Community Federal Credit Union policies.
• Follow up on delinquent loans and troubled accounts, make payment-related calls, and maintain detailed written records of all communications.
•  Provide clerical support to administrative and back-office personnel as needed.
• Assist front-line staff with teller transactions based on branch volume and member traffic.
• Maintain ongoing communication with supervisors regarding pertinent problems, irregularities, new developments, changes, and other important information.
• Participate in community relations and business development efforts as needed.
• Perform other related duties and special projects; as assigned.

• Analytical thinking and problem-solving
• Active listening
• Effective written and verbal communication
• Attention to detail and organization
• Basic computation skills
• Leadership ability
• Sound decision-making

The physical demands described are representative of those an employee must meet to successfully perform the essential functions of this job. While performing the duties of this role, the employee must regularly communicate with members, vendors, and co-workers. The employee is frequently required to stand, walk, sit, and use hands to handle or touch objects. The employee may occasionally reach with hands and arms and lift or move up to 30 pounds. Specific vision abilities required include close vision and the ability to adjust focus. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Excellent troubleshooting, problem-solving, and decision-making skills to identify member needs and determine appropriate action.
• Ability to work in a high-volume environment, meet deadlines, and maintain strong attention to detail.
• Self-motivated with the ability to work independently on multiple projects and tasks with minimal supervision.
• Strong organizational skills and the ability to resolve complex issues independently.
• Ability to follow all Credit Union policies and procedures, including those related to Bank Secrecy Act regulations.
• Minimum of two years of customer service experience.

• Legally authorized to work in the United States without the need for employer sponsorship now or in the future.
• High school diploma or GED equivalent.
• At least one year of retail banking, related sales, and customer or member service experience preferred.
• Basic proficiency with desktop software, including Microsoft Word, Excel, Outlook, web browsers, and general internet terminology and applications for assisting members.
• Ability to communicate effectively, both verbally and in writing.

City of Firsts Community FCU Equal Employment Opportunity Policy:

City of Firsts Community FCU is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties assigned to meet the ongoing needs of the organization.