MEMBER RELATIONSHIP SPECIALIST I (West Front St Branch - Traverse City, MI_

Member Relationship Specialist I

At 4Front, we are more than a financial institution we are a community partner, a trusted advisor, and a team committed to helping our members achieve their financial dreams.

We believe in:

• Building authentic relationships
• Empowering our employees to grow and lead
• Creating a culture of respect, inclusion, and collaboration
• Delivering service that truly wows

Our team members live our credit union philosophy every day people helping people.

When you join 4Front, you can expect:

• Competitive pay
• Comprehensive medical, dental, and vision insurance
• Generous PTO and paid holidays
• 401(k) with employer match
• Tuition reimbursement and professional development opportunities
• Career growth pathways within a stable and growing organization
• A collaborative, supportive culture focused on teamwork and DEI
• Community involvement opportunities

The Member Relationship Specialist I serves as the first point of contact for members, delivering exceptional service through relationship-building, problem solving, and financial guidance. This role supports a wide range of transactions and account services while identifying opportunities to meet member needs. The position focuses on creating positive member experiences, resolving questions, and connecting members with appropriate products and services. Through communication, accuracy, and professionalism, this role helps strengthen member relationships and supports branch performance.

Member Service & Relationship Building

• Greet members and provide prompt, professional, and friendly service
• Build relationships by understanding member needs and providing solutions
• Answer questions, resolve issues, and support financial inquiries
• Deliver a consistent and positive member experience

Transactions & Account Support

• Process transactions accurately, including deposits, withdrawals, and payments
• Open, maintain, and close member accounts
• Support account services including IRAs, HSAs, and certificate accounts
• Assist with card services, online banking, and digital tools

Problem Solving & Member Support

• Research and resolve account discrepancies and member concerns
• Provide clear explanations and guidance to members
• Escalate complex issues as needed
• Support members through challenging or sensitive situations

Product Awareness & Service Conversations

• Identify opportunities to recommend products and services
• Support consultative conversations aligned with member needs
• Contribute to branch service and sales goals
• Promote financial wellness and member education

Operational Support

• Maintain accuracy in transactions, balancing, and reporting
• Support vault, cash handling, and branch operational procedures
• Assist with ITMs, coin machines, and related equipment
• Follow policies, procedures, and compliance requirements

Team Collaboration

• Support team members and contribute to a positive branch environment
• Share knowledge and assist with training and onboarding
• Participate in meetings and branch initiatives
• Communicate updates, issues, and opportunities

Operational Excellence

• Complete tasks accurately and within established timelines
• Maintain organization and attention to detail
• Follow security, compliance, and safety procedures
• Support continuous improvement of branch operations

What Success Looks Like

• Members feel welcomed, supported, and valued
• Transactions are accurate and efficient
• Member questions and concerns are resolved effectively
• Opportunities to support member needs are identified
• Teamwork and collaboration are strong
• Compliance and operational standards are met
• Member relationships are strengthened over time

Education

High school diploma or equivalent required

Experience

Customer service, sales, or financial services experience preferred

Knowledge & Skills

• Strong communication and interpersonal skills
• Ability to build relationships and provide excellent service
• Attention to detail and accuracy
• Problem-solving and critical thinking skills
• Basic math and computer skills
• Ability to manage multiple tasks in a fast-paced environment
• Bilingual (Spanish/English) preferred for member facing roles that are placed at the Holland and Zeeland branches

Physical & Work Environment

• Combination of sitting and standing
• Frequent use of hands and computer systems
• Occasional lifting up to 2550 lbs

Compliance Commitment

• Bank Secrecy Act & OFAC requirements
• U.S. Patriot Act regulations
• Gramm-Leach-Bliley privacy and information security standards

Additional Expectations

• Assumes responsibility for tasks and duties as assigned

This job description is not intended to be all-inclusive. Additional duties may be assigned as needed.