Member Services Specialist - Float

About the Role:

The Member Services Specialist - Float plays a critical role in delivering exceptional support and service to our members. This position is designed to provide flexible, cross-functional assistance, ensuring seamless member experiences. The Member Service Specialist will handle inquiries, resolve issues, and facilitate communication between members and internal teams, contributing to overall member satisfaction and retention. The specialist ensures consistent, high-quality service delivery. Ultimately, this role supports the credit union's mission by fostering positive member relationships and enhancing operational efficiency.

Responsibilities:

• Respond promptly and professionally to member inquiries via phone, email, and chat across multiple service areas.
• Assist various departments by providing coverage during peak times, absences, or special projects to maintain service continuity.
• Resolve member issues by identifying needs, troubleshooting problems, and coordinating with appropriate teams for timely solutions.
• Maintain accurate records of member interactions, transactions, and feedback to support data-driven improvements.
• Collaborate with team members and management to share knowledge, improve processes, and enhance the overall member experience.

Minimum Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 2 years' experience in a customer service or member services role.
• Proficient in using customer relationship management (CRM) software and standard office applications.
• Strong verbal and written communication skills.
• Experience working in a self-driven role.
• Demonstrated problem-solving skills and conflict resolution experience.
• Additional language proficiency is a plus.

Physical Requirements and Working Conditions:

• Professional lobby/office environment with moderate sound.
• Flexibility to work: Monday – Friday 8:45 a.m. to 5:30 p.m., rotating late night (Thursday or Friday) until 6:30 p.m. and Saturdays 8:45 a.m. to 12:15 p.m.
• Ability to move around the building
• Must travel to other branches, off-site training, and/or meetings regularly.
• Ability to use office equipment such as cash counter, computer, telephone, copier, adding machine, etc.
• Ability to periodically lift up to 40 pounds.
• Ability to sit or stand for prolonged periods of time, with repetitive motions including counting cash.
• Vision corrected to within normal limits.
• Ability to listen, hear, and understand to assist members in person and by phone.

Garden Savings Federal Credit Union is proud to be an equal opportunity employer, fostering diversity and inclusion in the workplace. All employees and qualified applicants for employment are covered by federal and state discrimination laws. All employment decisions, including recruitment, promotions, appraisals, and/or training are made without regard to any protected characteristics.

If you have any questions, or require assistance or reasonable accommodation, please call (973) 586-2014.

If you are passionate about providing exceptional service and contributing to our members’ financial success, we invite you to apply.

Benefits:

• 401(k) with Company Match
• Medical/RX
• Dental
• Vision
• Flexible Spending Account
• Flexible Dependent Care Account
• Life insurance
• Paid Sick Time
• Paid Vacation
• Paid Holidays
• Referral Bonus Program
• Paid Volunteer Day
• Paid Birthday
• Paid Training
• Tuition reimbursement
• Employee Assistance Program
• Employee Discounts