MEMBER RELATIONSHIP SPECIALIST I

Description

Member Relationship Specialist I

Hastings St Branch - Traverse City, MI

4Front Credit Union | Operations | Non-Exempt

This position is not eligible for immigration sponsorship.

This position is not eligible for remote work.

Wage Range: $19.80 - $24.76

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About 4Front Credit Union

At 4Front, we are more than a financial institution — we are a community partner, a trusted advisor, and a team committed to helping our members achieve their financial dreams.

We believe in:

• Building authentic relationships
• Empowering our employees to grow and lead
• Creating a culture of respect, inclusion, and collaboration
• Delivering service that truly wows

Our team members live our credit union philosophy every day — people helping people.

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Why Join 4Front?

We care deeply about our team. When you join 4Front, you can expect:

• Competitive pay
• Comprehensive medical, dental, and vision insurance
• Generous PTO and paid holidays
• 401(k) with employer match
• Tuition reimbursement and professional development opportunities
• Career growth pathways within a stable and growing organization
• A collaborative, supportive culture focused on teamwork and DEI
• Community involvement opportunities

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Reporting Structure

• Reports to: Branch Manager
• Supervises: None

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Position Purpose

The Member Relationship Specialist I serves as the first point of contact for members, delivering exceptional service through relationship-building, problem solving, and financial guidance. This role supports a wide range of transactions and account services while identifying opportunities to meet member needs. The position focuses on creating positive member experiences, resolving questions, and connecting members with appropriate products and services. Through communication, accuracy, and professionalism, this role helps strengthen member relationships and supports branch performance.

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What You’ll Do

Member Service & Relationship Building

• Greet members and provide prompt, professional, and friendly service
• Build relationships by understanding member needs and providing solutions
• Answer questions, resolve issues, and support financial inquiries
• Deliver a consistent and positive member experience

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Transactions & Account Support

• Process transactions accurately, including deposits, withdrawals, and payments
• Open, maintain, and close member accounts
• Support account services including IRAs, HSAs, and certificate accounts
• Assist with card services, online banking, and digital tools

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Problem Solving & Member Support

• Research and resolve account discrepancies and member concerns
• Provide clear explanations and guidance to members
• Escalate complex issues as needed
• Support members through challenging or sensitive situations

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Product Awareness & Service Conversations

• Identify opportunities to recommend products and services
• Support consultative conversations aligned with member needs
• Contribute to branch service and sales goals
• Promote financial wellness and member education

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Operational Support

• Maintain accuracy in transactions, balancing, and reporting
• Support vault, cash handling, and branch operational procedures
• Assist with ITMs, coin machines, and related equipment
• Follow policies, procedures, and compliance requirements

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Team Collaboration

• Support team members and contribute to a positive branch environment
• Share knowledge and assist with training and onboarding
• Participate in meetings and branch initiatives
• Communicate updates, issues, and opportunities

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Operational Excellence

• Complete tasks accurately and within established timelines
• Maintain organization and attention to detail
• Follow security, compliance, and safety procedures
• Support continuous improvement of branch operations

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What Success Looks Like

• Members feel welcomed, supported, and valued
• Transactions are accurate and efficient
• Member questions and concerns are resolved effectively
• Opportunities to support member needs are identified
• Teamwork and collaboration are strong
• Compliance and operational standards are met
• Member relationships are strengthened over time

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Qualifications

Education

High school diploma or equivalent required

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Experience

Customer service, sales, or financial services experience preferred

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Knowledge & Skills

• Strong communication and interpersonal skills
• Ability to build relationships and provide excellent service
• Attention to detail and accuracy
• Problem-solving and critical thinking skills
• Basic math and computer skills
• Ability to manage multiple tasks in a fast-paced environment
• Bilingual (Spanish/English) preferred for member facing roles that are placed at the Holland and Zeeland branches

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Physical & Work Environment

• Combination of sitting and standing
• Frequent use of hands and computer systems
• Occasional lifting up to 25–50 lbs

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Compliance Commitment

This role requires adherence to:

• Bank Secrecy Act & OFAC requirements
• U.S. Patriot Act regulations
• Gramm-Leach-Bliley privacy and information security standards

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Additional Expectations

• Assumes responsibility for tasks and duties as assigned

This job description is not intended to be all-inclusive. Additional duties may be assigned as needed.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.