Member Service Specialist-Bannock County

Job Title

To provide service to members for financial transactions. Serves as a member-facing representative and one of the first faces of the Credit Union, creating a welcoming, professional, and service-focused experience. Promotes and cross sells Credit Union services. Ensures member satisfaction through courteous, accurate, and efficient service while supporting members' financial wellness. Maintains a professional appearance consistent with ICCU dress and grooming standards for member-facing roles.

Duties and Responsibilities

• Maintains a strong focus on helping each member achieve financial success.
• Ensures member experiences are always at or above ICCU service standards.
• Behaves consistently with ICCU's Core Values of Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement, and Accountability at all times.
• Performs a wide range of member-generated transactions through a variety of channels and systems accurately, professionally, and in a timely manner.
• Provides general information to members about Credit Union services.
• Recognizes and develops opportunities to refer products and services to members.
• Utilizes available resources to resolve member concerns on the first contact whenever possible.
• Addresses member needs promptly and effectively, demonstrating a proactive and helpful approach.
• Assists the community with financial wellness through member education and service support.
• Contributes to individual and branch performance expectations through quality service, effective referrals, and consistent follow-through.
• Maintains a continuous focus on meeting member experience standards, service expectations, and branch goals.
• Demonstrates professionalism in appearance, communication, attendance, quality, and quantity of work performed.
• Adheres to assigned branch schedule, arrives prepared and on time for scheduled shifts, and follows attendance expectations and time-off approval procedures.
• Maintains knowledge of and ability to balance teller cash drawer, vault, ATM, cash recycler, coin machine, money orders, cashier's checks, VISA cash advances, gift cards, debit and credit card stock, and daily deposits.
• Processes member wire transfers.
• Supports business account and merchant transaction processing.
• Assists with branch cash and coin ordering and selling.
• Processes member check orders.
• Creates member and business member debit cards.
• Supports branch office supply ordering.
• Keeps leadership informed of member needs, product or service suggestions, and escalations.
• Maintains confidentiality of member and Credit Union information.
• Performs miscellaneous other duties as assigned.

Education and Experience

High School Diploma or GED required. One year of customer service or relevant experience required. Teller or cash handling experience preferred. Knowledge of financial institution regulations preferred. Strong attention to detail and accuracy in handling transactions required. Proficient math skills and ability to process account transactions accurately required. Good verbal and written communication skills, interpersonal skills, and ability to work independently and as a team member required.

Physical Requirements

• Ability to perform tasks requiring manual dexterity, such as processing paperwork, typing, filing, and handling cash.
• Prolonged periods of sitting or standing, as required by job duties.
• Occasionally lift and move items weighing up to 2040 pounds (e.g., copy paper, cash drawers, marketing materials).
• Frequent repetitive motions involving wrists, hands, and fingers (e.g., typing, data entry).
• Ability to reach and operate keyboards and other standard office equipment.
• Operate basic office machines and technology, including computers, calculators, telephones, and multifunction printers.

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This role offers benefits, including:

• Competitive Pay
• Medical, Dental, & Vision Insurance
• Generous Paid Time Off
• Paid Holidays
• Matching 401K AND Pension
• Tuition Reimbursement
• Employee Assistance Program
• Employee Wellness Program
• Paid Group Life and Disability Insurance
• Awesome Culture
• And More

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.