Member Service Specialist (Main Office)

La Capitol's culture is rooted deep in our core values. We commit ourselves to giving outstanding service. We believe that it is an honor and a privilege to serve our members and we pride ourselves on making them our top priority.

Our mission is to improve the financial well-being of our members! This is our focus and passion. However, this passion cannot be sustained without employing the best people around. Companies like to talk about their talent, but at La Capitol Federal Credit Union, we like to demonstrate our passion in the way we do our jobs. Simply put, we expect the best and look for the best from our employees. Purpose, drive and yes, passion; they are all here. If you are looking for that kind of energy and vision, we are always looking for great people!

At La Capitol FCU, we don’t just offer our employees a job, we offer career opportunities. Do you want to be the newest member of our team? Apply now if so!

The Member Service Specialist (MSS) assists our members with their financial needs by providing outstanding member service, not limited to receiving/processing loan applications, opening deposit accounts, maintaining up-to-date knowledge of all products and procedures, reviewing member accounts and/or consumer reports, and utilizing that information to aid in cross-selling products to improve members' financial well-being. Our MSS maintain positive attitudes, are problem-solvers with strong member service, and provide assistance to other credit union departments as directed by management.

Essential Duties and Responsibilities- include but are not limited to the following:

• Possesses adequate product knowledge as measured by the annual product knowledge certification assessment.
• Represents the credit union to members in a courteous and professional manner, and provides prompt, efficient, and accurate service. Must be able to maintain a professional image at all times.
• Provides outstanding member service in a timely manner through multiple channels, including but not limited to email, face-to-face interaction, and telephone.
• Provides specific service-related information concerning credit union services and policies.
• Is fully informed of policies and procedures regarding credit union products and services.
• Accepts accountability, maintains accuracy, and ensures security of member information.
• Achieves minimum standards and expectations related to product sales, cross-sales, and funding.
• Addresses member complaints, requests, and assists with the completion of forms, such as direct deposit and payroll.
• Opens new accounts and service existing accounts.
• Works all account queues in a timely manner as outlined in minimum expectations standards.
• Completes all necessary paperwork, including sending new member letters, internal documents, and reports.
• Checks new account paperwork completed by others for accuracy.
• Places check orders for members.
• Maintains contact with new members regarding products, services, and customer service experiences.
• Processes loans, including origination, signing loan documents, and placing follow-up calls.
• Promotes credit union products and services through public relations activities at off-site new and existing member locations.
• Provides information to members on investment alternatives.
• Provides support to Member Services department by balancing ATMs, working the vault, and night deposits as needed.
• Provides backup Member Services by operating a cash drawer as necessary.
• Provides backup to Phone Center/Engagement Center as necessary
• Assists with office reports such as, but not limited to, negative balance, no birth dates, delinquent loans, and NSF reports.
• Supports Credit Union service initiatives, such as the Lender Development program, to cross-sell credit union products and services to meet member needs.
• Communicates member feedback to various teams—including technical and marketing departments—to improve the overall member experience
• Understands compliance issues and attends training as they relate to credit union services, including, but not limited to: Bank Secrecy Act, Reg P, and Patriot Act

Education and/or Experience:

Bachelor's degree (B. A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Banking/Credit Union: 2 years (Preferred)
• Lending: 2 years (Preferred)
• Credit Report Reading: 1 year (Preferred)

Work Location: In person