Member Service Specialist

Job Description

Job Description

Position Description:

As a Member Service Specialist, you are the most frequently seen face of the credit union. In fact, members may think of you when they think of Nutmeg, making your job one of the most important. The MSS is the front-line contact for new and existing members; provides exceptional member service to account inquiries.

Key Responsibilities:

Customer Service

• Delivers outstanding service to both internal and external members.
• Performs all platform teller functions which include: cash deposits and withdrawals, check deposits and withdrawals, and record night/mail deposits.
• Resolves member requests and questions promptly, courteously, and professionally.
• Provides an excellent member experience by relating well to the member, proactively selling products and services that benefit the member, thinking and exercising sound judgment, and acting responsibly in the member's and the Credit Union's best interests.
• Assists members calling main office with requests for general information on credit union programs, products, services, rates.

Identifying Customer Needs

• Responsible for performing a broad variety of member services such as opening and closing new and existing accounts, renewing certificate accounts, cross-selling consumer loans and assisting members with bookkeeping and checking account problems.
• Informs members of new services and promotions; determines the members’ needs.

Branch Operations

• Performs file maintenance and account changes as necessary.

• Continues to improve individual level of competency through training and certification in established training programs as necessary.
• Complies with all Bank Secrecy Act (BSA) regulations and standards, and attends training as required.
• Participates in branch operations including branch audits and compliance audits.

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications:

Education & Experience:

• High School diploma or equivalent required, associate degree preferred.
• Minimum of one year experience in a sales or customer service role is required.
• Prior experience in a financial/banking institution preferred, not required.

Knowledge, Skills & Abilities:

• Ability to work well independently, as well as in a team-oriented environment.
• Strong organizational skills and attention to detail.
• Proficient with Microsoft Office applications.
• Good understanding of member services and Nutmeg’s products.
• Ability to use manual and automated office equipment with business efficiency.
• Ability to effectively communicate (written and oral) with other employees and outside entities.
• Intellectual ability to learn all tasks related to reaching maximum proficiency in this position.

Competencies:

• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Ethics and Values - Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times. Acts in line with those values. Rewards the right values and disapproves of others. Practices what they preach.
• Peer Relationships - Can quickly find common ground and solve problems for the good of all. Can represent their own interests and yet be fair to other groups. Can solve problems with peers with a minimum of noise. Is seen as a team player and is cooperative. Easily gains trust and support of peers. Encourages collaboration and can be candid with peers.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions. Probes all fruitful sources for answers. Can see hidden problems and is excellent at honest analysis. Looks beyond the obvious and doesn't stop at the first answers.
• Time Management - Uses their time effectively and efficiently. Concentrates their efforts on the more important priorities. Gets more done in less time than others and can attend to a broader range of activities.

Physical Demands:

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.
• Travel required between various CT branch locations as needed.