Member Service Specialist

: Employment Type: Regular Employment Status: Full-time with benefits Job Category: Branch Average weekly hours: 40FLSA Type: Non-Exempt Required Schedule Availability: Mon - Fri: 8:45am-6:15pm

Work Location

This position is only eligible for in-branch work arrangements.

Compensation

• Base Salary : The full salary range for the Member Service Specialist position is $22.75 to $32.10 per hour, with new hires generally starting between $25.90 to $28.95 per hour, based on relevant knowledge, skills, education, and experience.
• Incentives : This position is eligible for monthly incentives that range from $3.00 to $75.00, per sold product/service.
• Annual Incentive : In addition, all SELCO team members receive an annual incentive based on how well SELCO meets the prior year's strategic business goals. This incentive is calculated using the team member's prior year eligible earnings and ranges from 0%-12% (with the average payout over the last five years being 11.07%).

Benefits

Our team's well-being is a priority, and we're proud to offer a comprehensive and holistic benefits package for team members and their families.

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) retirement plan (with guaranteed employer contributions)
• Paid time off for personal and volunteer hours, as well as 10 paid holidays per year
• Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.

Position Overview

The Member Service Specialist provides an exceptional service experience for SELCO Community Credit Union's members, team members, and guests.

SELCO Core Essential Functions

• Demonstrate adaptability and leadership skills, and uphold SELCO's Mission Statement, Corporate Values, Service Promises and Exceptional Customer Service Standards.
• Adhere to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations.
• Interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help.
• Consistently achieve individual performance goals and contribute to department and organizational objectives.
• Represent SELCO with a high level of integrity and professionalism.
• Adapt to and support change to accomplish SELCO's goals and objectives.
• Actively participate in and/or lead required meetings and trainings.
• Perform other duties as assigned.

Position-specific Essential Functions

• Provide member service and perform duties with a very high level of accuracy and efficiency to elevate the member service experience, minimize the need to redirect members to others, and help guide them when redirecting is needed while maintaining alignment with service expectations, instructions, policies and procedures including:
  • a. Build and develop member relationships by asking open-ended questions and identifying member needs.
  • b. Routine teller services i.e., counting and documenting cash, posting transactions, etc.
  • c. Complex teller services i.e., GL entries, vault balancing, etc.
  • d. Basic member service i.e., processing ACH, card, wire, and account change requests.
  • e. Complex member services i.e., account opening, research, and problem resolution.
  • f. Answer incoming calls and assist with specific inquiries.
  • g. Basic loan services i.e., loan signing and disbursement.
  • h. Complex loan services i.e. conduct loan interviews, gather information and documentation, submit requests to underwriting, communicate with members, coordinate signing, and follow up as needed.
• Assist team members and other departments, as needed.
• Promptly resolve exceptions identified through quality control audits and initiate steps to reduce future exceptions.
• Demonstrate initiative to help protect the member and SELCO from losses by detecting errors and taking action to prevent fraud.

Skills and Abilities

The position requires:

• Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people. Value them. Ask how you can help. Listen. Help them. Invite them back.
• Ability to discover member needs to effectively cross-sell SELCO's products and services.
• Effective communication and active listening skills through all methods of interaction (e.g. in person, via phone, and in writing).
• Basic math and cash handling skills.
• Strong computer and software skills, including Microsoft Office 365 applications.
• Strong knowledge of computer systems, including knowledge of systems as it applies to department usage.
• Strong interpersonal skills with the ability to work collaboratively with others.
• Excellent time management, prioritization, and organizational skills with a high level of initiative, accountability, and flexibility to adapt to changing business needs and deadlines.
• Strong problem resolution and problem prevention skills.
• Willingness and ability to receive, give, and apply coaching and feedback.
• Ability to work accurately with close attention to detail.
• Strong analytical skills and ability to use experience-related knowledge and good judgment to make sound, logical decisions.
• Ability to maintain confidentiality of sensitive information.
• Work ethic that includes dependability, punctuality, and a professional appearance and demeanor.
• Ability to perform and complete tasks despite background noise and interruptions.

Education and Experience

• High school diploma or equivalent; and
• At least one (1) year of customer service or sales experience; and
• Must maintain active federal registration with Nationwide Mortgage Licensing System; and
• Must be bondable.

Physical Demands

While performing the job duties, approximately 80% of the time is spent stationery, with the remaining time spent moving around work areas. Frequent communication occurs in person, over the phone, and in writing. This position requires the ability to view a computer screen and interpret printed materials and other documents. This position requires the ability to lift and transport up to 25 pounds, and there is an occasional need to stoop, kneel, or reach to access documents, equipment, and supplies.

Interaction and Work Environment

Reports to: Branch Supervisor, Assistant Branch Manager, Branch Manager, Senior Branch Manager

Work areas are inside in a climate-controlled environment with background noise.

Material and Equipment Used

Computer, phone, scanner, copier, fax machine, web camera, black light, calculator/ten-key, card embosser, cash dispensers/recyclers, coin machine, currency counter, drive-up equipment, security equipment, tablet, and general office supplies

Acknowledgement

I have received and reviewed a copy of the Member Service Specialist . I understand that this is not a contract of employment and in no way changes the at-will nature of the employment relationship with SELCO Community Credit Union.