Member Service Specialist I

Member Service Specialist I

Responsible for accurately processing financial transactions and being an effective source of information for customers: in lobby, drive-thru window or by telephone. Provides friendly, professional, confidential and effective assistance to customers and company associates assuring a positive experience and minimizing wait time.

This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

The starting rate for a Member Service Specialist I is $18.25 - $18.75/hour based on directly related experience. This role offers opportunity to move into a Member Service Specialist II position with a salary increase after 6 months of strong performance and training completion.

Job duties include:

• Demonstrate efficiency with financial transactions for checking, savings and loans: receives funds, posts transactions and pays out funds as requested. Verbally confirm intended transactions with members to assure needs are met and minimize error.
• Balances cash drawer daily to assure accuracy in transactions and notifies supervisor regarding any outages. Appropriately applying policies. Assist with vault balancing.
• Process member requests for services such as money orders, certified checks, check orders, interim statements, plastic cards, and address changes. Cash checks according to Credit Union check cashing policies and federal regulations
• Possess adequate product knowledge as measured by the annual product knowledge certification assessment.
• Research, troubleshoot and resolve member and internal inquiries regarding policies, practices and products.
• Assist other departments and branches with transactions as needed, provide support for the department and branch managers in fulfilling member requests and merchant verifications.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Remain flexible with hours and Saturdays worked and serve as backup retail coverage in all First Heritage branch locations as needed.

This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Knowledge and skills required:

Cash handling and customer service experience is strongly preferred

A high school degree or GED is required.

Interpersonal skills: Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating, or referring. Communications generally require shorter and not in-depth discussions.

Physical requirements: Perform primarily sedentary work with limited physical exertion and regularly lifting cash boxes of up to 10 lbs. and coin bags up to 30 lbs on occasion. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to stand for long periods of time. Must be able to routinely perform work on computer for an average of 6- 8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working conditions: Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or emotional requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to use basic math skills and spell accurately up to a high school graduate level. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.