Member Services Specialist - Carlsbad Branch

Job Description

Job Description

Position Summary
The Member Service Specialist (MSS) plays a key role in delivering exceptional service to our members. This position is responsible for assisting members with financial transactions, providing product and service education, and promoting a positive member experience. The MSR serves as the credit union’s front-line ambassador, ensuring each interaction reflects our mission, values, and commitment to service excellence.

Key Responsibilities: Member Support & Service

• Greet members warmly and provide prompt, courteous, and professional service.
• Assist members with a full range of financial transactions, including deposits, withdrawals, payments, transfers, and account inquiries.
• Educate members on credit union products, services, digital banking tools, and financial solutions that meet their needs.
• Address member concerns, troubleshoot account issues, and escalate complex matters when necessary.

Account Management

• Open new accounts, including checking, savings, certificates, IRAs, and specialty accounts.
• Process account updates, address changes, stop payments, and other account maintenance tasks.
• Verify member identities and ensure compliance with credit union policies, security protocols, and regulatory requirements.

Product Knowledge & Cross‑Selling

• Identify opportunities to recommend appropriate products and services, such as loans, credit cards, insurance offerings, and online banking solutions.
• Promote financial literacy and help members understand how to maximize the value of their membership.

Operational Excellence

• Maintain balancing standards and accurate daily cash handling.
• Assist with branch operations, including end‑of‑day balancing, record keeping, and compliance procedures.
• Follow all internal controls, security policies, and procedures to protect member information and credit union assets.

Qualifications Required

• Strong customer service skills with the ability to build positive member relationships.
• Excellent communication, problem‑solving, and active listening skills.
• Attention to detail and the ability to handle financial transactions accurately.
• Basic knowledge of financial products, banking operations, or willingness to learn.

Preferred

• Prior experience in a credit union, bank, retail customer service, or related field.
• Familiarity with core banking systems, cash handling, and regulatory compliance.

Core Competencies

• Member Focus: Dedicated to understanding and supporting member needs.
• Professionalism: Maintains a positive and respectful demeanor in all interactions.
• Integrity: Protects member confidentiality and upholds ethical standards.
• Teamwork: Works collaboratively to support branch goals.
• Adaptability: Learns quickly and adjusts to new systems, policies, and member needs.

Work Environment

• In‑branch role with direct member interaction.
• Requires extended periods of standing or sitting at a teller station or desk.
• May involve occasional Saturday or branch‑rotation scheduling.

Summary

The Member Service Specialist contributes directly to the credit union’s mission by providing exceptional service, fostering trust, and helping members improve their financial well‑being. This role is essential to creating a welcoming, positive, and service‑oriented branch experience.

The ideal candidate must have a high school degree or GED, three (3) years of related experience in financial services industry, excellent quantitative skills and ability to perform complex, detailed computations with accuracy, and the ability to operate document imaging system. Additionally, the candidate must have excellent computer skills including use of word processing and spreadsheet software, excellent communications skills with demonstrated ability to correspond with all levels of staff, members, and general public, strong organizational skills and the ability to work independently, and the ability to work well under pressure and organize work to meet deadlines while maintaining accuracy and attention to detail.

Starting range: $20.34 - $30.50

Location: Carlsbad, CA 

MyPoint is an equal opportunity employer. M/F/D/V