Retail Support Specialist

Nutmeg State Financial Credit Union (NSFCU)

Nutmeg State Financial Credit Union (NSFCU) is a values-driven organization committed to intentional actions and investments to "be the change" in our community. Our core focus is to empower members and families to achieve stability, seize opportunity, and build legacy. We deliver relationship-based, impact-driven, purposeful financial solutions in a cooperative ecosystem. Our core values are integrity, responsibility, empathy, and engagement.

Position Description

The primary purpose of this position is to assist retail service delivery channels with member inquiries including processing requested financial transactions, assistance with online banking requests, problem resolution, and completing any follow-ups for service. The Retail Support Specialist is responsible for effectively communicating with all members either via digital delivery channels such as phone, email, or chat or through in-person member service in branches. The Retail Support Specialist role requires operational agility. This role requires the ability for seamless transition between member service environments based on coverage needs and requires a dependable teammate who can provide exceptional member service regardless of the delivery channel or location.

Essential Functions

• Member Service
  • Provide 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.
  • Resolve member requests and questions promptly, courteously, and professionally.
  • Promptly respond to incoming calls, emails, or chat messages from members seeking general information or assistance with their accounts.
  • Perform all platform teller functions which include cash deposits and withdrawals, check deposits and withdrawals, and record night/mail deposits.
  • Provide accurate and complete information. Ensure accuracy of all information before delivering it.
  • Proactively collect necessary information from members to understand their specific needs.
  • Clearly explain information, actively listen to member concerns, and maintain a professional demeanor.
  • Respond to complaints calmly, professionally, and with empathy while working to find satisfactory solutions and applying sound judgment and service recovery practices.
• Transaction, Product, and Service Expertise
  • Deliver high-quality member service by resolving inquiries, processing transactions accurately, and promoting appropriate Nutmeg products and services.
  • Perform all transactions and member service in accordance with credit union procedures and policies.
  • Maintain familiarity with all systems and other relevant software tools to manage member interactions efficiently.
  • Perform and oversee complex transactions including deposits, withdrawals, loan payments, and account maintenance and research.
  • Open, close, and service member accounts in accordance with policy and regulatory requirements.
  • Maintain thorough understanding of Nutmeg's products, services, and policies to provide accurate information.
  • Consistently demonstrate ability to clearly explain credit union product features, benefits, and processes to support informed member decisions and resolutions.
• Adherence to Quality and Compliance Standards
  • Follow company policies and procedures related to data privacy, member information, and regulatory requirements.
  • Complete all required training and compliance course offerings.
  • Support branch cash management activities including cash orders, shipments, balancing, and vault controls.
  • Ensure required operational logs, reports, and controls are completed accurately and on schedule when supporting branch locations.
  • Adhere to and reinforce safety, security, and loss-prevention protocols to protect members, staff, and assets.
  • Proactively identify and recommend updates when Retail procedures require review or adjustment.
  • Escalate trends, risks, or recurring issues to Retail leadership with recommended improvements.

Sales and Service Culture Support

• Engage members in meaningful conversations to identify needs and recommend appropriate solutions.
• Serve as a role model for effective sales and service behaviors aligned to Nutmeg standards.
• Stay current on product offerings, procedures, and service expectations to support consistent execution.
• Collaborate with branch, phone, and digital service delivery teammates to achieve individual and team sales and service goals.
• Collaborate with Retail leadership and the Supervisor, Retail Support to promote goals and initiatives in branches and Navigation Center.

Retail Coverage Support

• Provide staffing coverage where needed, when needed across digital delivery channels such as phone, email, or chat or in branches.
• Adapt and adjust to changing schedules and coverage needs with minimal notice.
• Pivot fluidly between on-site branch coverage and Navigation Center operations based on real-time business demands, staffing gaps, and peak traffic surges.
• Demonstrate a high degree of dependability.

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

Experience, Education & Credentials:

• High School diploma or equivalent required, associate degree preferred.
• Minimum of one year's experience in a sales or customer service role is required.
• Prior experience in a financial/banking institution preferred.

Knowledge, Skills & Abilities:

• Adaptability and flexibility to work at different locations across the credit union branch and digital delivery network, sometimes with minimal notice is required.
• Ability to build relationships and trust with members and peers.
• Ability to work independently while contributing effectively within a team environment.
• Effective written and verbal communication skills.
• Intellectual ability to learn all tasks related to reaching maximum proficiency in this position.
• Ability to troubleshoot issues and resolve concerns in a timely and professional manner.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft tools and banking systems.
• Must be capable of exercising high levels of discretion on both internal and external confidential matters.

Competencies:

• Customer Focus
• Listening
• Interpersonal Savvy
• Peer Relationships
• Functional/Technical Skills
• Problem Solving

Physical Requirements

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.

Mental & Emotional Requirements

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be capable of dealing calmly and professionally with numerous personalities and diverse perspectives both within and outside of the organization.
• Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.
• Must be capable of exercising high levels of discretion on both internal and external confidential matters.