What are the responsibilities and job description for the Member Service Specialist I - Grant and Academy position at Police & Fire Federal Credit Union?
****401K – PFFCU contributes automatic 6% regardless of employee contribution after 1 year*****
Location: 3330 Grant Avenue, Philadelphia, PA 19114
********Great benefits, paid time off, and more! Become a part of the team today!******
Do you have a passion for helping others?
Do you enjoy setting goals and reaching them?
If you answered YES to any of the above questions, we are looking for you!
Principal Mission
Member Service Specialist I (MSS I) is the entry level branch role. Responsible for providing superior member service in branch and ensuring new and existing member relationships are developed by using product knowledge in conjunction with execution of our Total Member Connect (TMC) process to support the Credit Union’s growth goals. Support PFFCU growth goals by engaging with members using Total Member Connect (TMC) and product knowledge to uncover products and services to benefit the financial well-being of our members and while maintaining a high level of integrity and operational efficiency.
All PFFCU staff members are responsible to promote the corporate values of member service, teamwork, commitment, performance and professional competency.
Major Responsibilities
- Adheres to PFFCU Commitment to our Members and leads by example at all times.
- Deliver superior member service by treating members with respect consistently providing friendly and professional service.
- Responsible for all aspects of the branch, including but not limited to completing membership applications, loan applications, resolving account issues and performing cash-related responsibilities on the window, desk or ITM.
- Ensures member information is secured and protected.
- Cross sell Credit Union products through meaningful conversations to uncover member needs for products and services using the 5 Step TMC process.
- Effectively uses resources to handle member inquiries and concerns efficiently and to completion.
- Demonstrates flexibility to help ensure the branch properly staffed.
- Works to make a good first impression on members that reflects well on PFFCU.
- Assists in activities based on needs of the branch at the ITMs, Service Window, or Sales Desk.
Additional Responsibilities
- Focus on quality, producing work that is thorough and completed with minimal errors.
- Assists management with Dual Control processes as needed.
- Reach successful or better production as defined in the Retail Performance Standards having quality conversations with members to deepen relationships using the TMC process.
- Maintains a neat and organized workspace.
- Presents a professional image in dress, demeanor and speaking voice in all interactions with members, co-workers and supervisors.
Qualifications:
- High School Diploma/GED
- Preferred 1 year of Customer Service with Sales/Production goals.
- Strong verbal and written communication skills
- Solid problem-solving skills
- Exceptional Member Service skills
- Strong organizational skills
- Ability to remain professional and composed under pressure
- Embraces technology
- Proficient with Computers and working in Various Software systems simultaneously, including but not limited to Word, Excel, Outlook, Jack Henry Symitar/Episys, Meridian Link, etc.
Physical Requirements:
- Prolonged periods of standing and walking (4 hours) while working on a computer assisting members at ITMs or Window.
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
This job description does not constitute a contract between the employee and the Credit Union.
Employees are “At Will” employees they may terminate their positions and are subject to termination, at any time, for any reason. Management retains the right to restructure positions, change job descriptions, and eliminate positions without prior notice.
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