Member Service Specialist (Roseville)

General Description Provide members the highest level of service available in an efficient and courteous manner. Process monetary transactions within assigned limits, maintain accurate records, and balance each day’s transactions in accordance with established policies and procedures. Proactively engage with members to identify products and services designed to assist them in achieving their financial goals. Answer questions and direct members to the appropriate department for specialized services. Job Title: Member Service Specialist Department: Branch Channel Delivery Status: Non-Exempt Job Code: 2201 Pay Scale: $21.50 - $25.00 Hourly Tasks, Duties, Functions Processes and audits financial transactions including deposits, withdrawals, transfers, payments and general ledger entries while maintaining a cash drawer. Provides Golden 1 services such as cashier’s checks, money orders, savings bonds, wire transfers, and other transactions including debit card issuance. Assesses members’ needs while processing transactions. Identifies opportunities to help members with Golden 1 product or service offerings and documents them in EnAct. Identifies and reports fraudulent activity to management and the Financial Investigations department in accordance with current procedures. Assists in the operation of the ATM and Teller Cash Dispenser Units, e.g., replacing receipt cartridge, clearing blockages. Assists MSS III and above with open and close responsibilities as needed. Activates alarm system. Verifies signature cards in ECM (Enterprise Content Management). Accepts checks within assigned limits. Ensures confidentiality of all member and credit union information. Maintains current knowledge of all Golden 1 products and policies for teller functions. Performs additional responsibilities essential to branch operations, such as TCR, SBO, and safe deposit boxes as needed. Opens deposit and specialty accounts (e.g., Roth IRA) and identifies members’ financial service needs to provide meaningful solutions. Mentors and advises MSSIs. Engages in consultative dialogue with members to identify current and future financial needs, documenting in EnAct. Enrolls members in the different channels used by Golden 1, such as online and mobile. Refers lending needs to MSS III and/or business partner. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance, including banking secrecy and anti-money laundering laws relevant to the position. Communication & Interactions Interacts professionally with members. Communicates in a professional manner (proper grammar, punctuation, and tone) in both written and verbal communication. Effective listening. Communicates with empathy. Associates member needs based on conversation to G1 products and services. Overcomes basic objections or resistance through conversation and works as part of a team. Accepts constructive feedback positively and utilizes it for personal and professional development. Has the ability to conduct a consultative dialogue by asking effective questions and connecting solutions offered by G1, communicating the "why" as well as the "how" and "what". Overcomes member objections and resistance with a calming and reassuring presence. Organizational Contacts & Relationships Internal: Participates in team meetings, and maintains routine verbal and written communication with departments such as Branch Network, Home Loan Representatives, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, and MSSI Training. External: Maintains frequent transaction‑related interactions and consultative conversations with members, and may be required to sign‑in outside vendors and visitors as needed. Qualifications Education: High School or GED required. Experience: Minimum one year of experience in a cash‑handling service‑oriented role and 6+ months as a Member Service Specialist I or teller role at Golden 1 or another financial institution preferred. Behaviors: Fosters a positive work environment, treats others with courtesy and respect, inspires others, displays a positive, outgoing, and empathetic attitude, is punctual and reliable, results‑oriented, takes on tasks to meet team objectives, has initiative to resolve member issues, is willing and flexible to take on new responsibilities, is willing to learn new banking technology, presents Golden Services, and assumes positive intent in all communication. Knowledge / Skills: Functional: Excellent oral and written communication skills; advanced knowledge of federal regulations as applied to credit unions; mastery of G1 products, fulfillment with subshares, deposit services, employee handbook, knowledge base, cash handling, teamwork, and customer service. Technical: Basic knowledge of Microsoft Office, eFunds, Bridger, Card @ Once, EnAct, ECM, Springboard, DSUI/TNav, Wire Exchange, SBO, HRIS (ADP), Concur, and Relationship Manager. Proficient adding profiles and updating tasks, activities, and notes in EnAct and in Maestro. Physical Requirements Prolonged standing throughout the workday; teller stool provided if needed. Ability to lift up to thirty pounds. Ability to frequently move throughout the branch to accomplish tasks. Corrected hearing and vision within normal range; telephone device for hearing enhancement will be provided if needed. Manual dexterity sufficient to operate a computer terminal and standard office equipment, including an adding machine and typewriter, if needed. Licenses / Certifications None #J-18808-Ljbffr Golden 1 Credit Union