MEMBER SERVICE SPECIALIST (MSS)

Reports To: Branch Manager
FLSA: Non-Exempt
Department: Sales & Branch Operations
Updated: August 2024
SUMMARY: The Member Service Specialist ensures every member/guest entering a Sun FCU lobby is greeted and welcomed. They serve as the primary account opener in the branch and fills in where needed in the member service and consumer lending area. Provides a full range of products and services to members with an emphasis for acquiring, expanding, and enriching member relationships Identifies and analyzes member needs to adequately recommend products and services.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal’s mission and core values in a positive manner. Other duties may be assigned.

2) ASSUMES RESPONSIBILITY TO DEVELOP AND MAINTAIN QUALITY MEMBER RELATIONSHIPS.

a) Provides personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations and deepen relationships.
b) Meets expected service levels for wait time and accuracy.
c) Ensures that all member requests are processed accurately and efficiently.
d) Maintains a high degree of knowledge in all credit union programs, ensuring quality service and accuracy.
e) Acts in the member’s best interest; consistently educate members about their financial choices including convenience service options.
f) Participates in the development and attainment of branch goals.
g) Takes responsibility for deepening member relationships.
h) Displays sound judgment in handling member requests and exceptions, seeking and documenting approval as needed.
i) Consistently meets CML & established service behavior standards.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to successfully pass background checks.
Education/Certification: High school graduate or equivalent.
Required Knowledge: Thorough knowledge of member services and products.
Understanding of member bookkeeping, new account opening, consumer lending procedures and all self-service products.
Experience Required: Three to five years of experience in a Financial Institution and/or customer service.
Skills/Abilities: Excellent communication and public relations skills. Displays a professional image and behaviors that promotes Sun Federal’s brand and culture. Demonstrated ability to provide remarkable members service and staff support. Demonstrated ability to work under and meet deadlines; and able to work with multiple priorities. Excellent multitasking skills.
Strong PC skills with the ability to use and instruct others on Microsoft Windows, Word, Excel and Outlook, Branch Suite & Teller Advantage. Proven teamwork skills. Must be fluent in English with excellent written and verbal communication skills. Demonstrated analytical, accuracy and problem-solving skills within a retail environment. Strong interpersonal and administrative skills.

PHYSICAL ACTIVITIES AND REQUIREMENTS

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

ACTIVITIES AND REQUIREMENTS

Reasoning Ability: Ability to apply common sense understanding to carry out but uninvolved instructions and to deal with problems involving a few variables.
Mathematics Ability: Ability to perform basic math skills and to use decimals to compute ratios and percent, and to draw and interpret graphs.
Language Ability: Ability to use passive vocabulary of 5-6,000 words; to read at a rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and use adjectives and adverbs.
Ability to communicate in complex sentences, using normal word order with present and past tenses, and using a good vocabulary.

a) Acts as Branch Concierge in High-Touch, High-Tech (HTHT) environment by:
i. Greeting all members/guests entering Sun FCU lobby, always exhibiting Sun Federal’s service behaviors.
ii. Assessing needs and directs members to Harmony (ITM) for regular transactions (deposit, withdrawal, loan payment, transfer).
iii. Ensuring beverage area is always clean and well-supplied.
b) Opens and closes member accounts, checking accounts, secondary savings accounts, and certificates.
c) Opens and performs transactions on Individual Retirement Accounts (IRA) and Health Savings Accounts (HSA).
d) Interviews, takes consumer loan applications, gathers information, recommends a decision, and processes preliminary documentation on Visa, Personal, & Vehicle requests.
e) Cross-sells and refers members to consumer or mortgage loan officers, Wealth Management, or other business partners based on member needs.
f) Executes the branch and CU business plan as assigned, which includes playbook outbound calls to members.