Financial Services Specialist - Jackson Branch

Position Summary The Financial Services Specialist role is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. The specialist delivers personalized service, making product and service recommendations after a thorough review of each member’s unique financial position. They respond to member requests while recommending additional products and services that elevate the member’s financial wellbeing, performing these tasks with accuracy and efficiency. They also solve problems to find the optimal solution for the member while mitigating risk to the member and the Credit Union. Work Arrangement This position is scheduled for an onsite presence at the Jackson Branch. Schedule This position requires a standard 40‑hour week during Branch hours of operations. Monday – Thursday 8:45 am – 5:45 pm Friday 8:00 am – 6:15 pm Rotating Saturdays 8:45 am – 1:15 pm Employees work every other Saturday and receive a consistent day off during the week to offset their hours. Scheduled hours could change based on business need and future department growth. Compensation & Benefits Starting at $18 per hour, dependent on experience 100% company‑paid health, dental, vision, life and long‑term disability premiums Up to 26 days of PTO within the first year, as well as volunteer time off and 11 paid holidays 401(k) with a company match Tuition reimbursement Up to 12 weeks of paid parental leave Learn more about our benefits here Essential Duties and Responsibilities Provide superior member service by responding to inquiries with urgency, processing transactions accurately, and personalizing interactions with product and service recommendations tailored to members’ needs. Identify and sell products and services, provide financial education to enhance the member experience, and achieve individual and departmental goals. Utilize outbound calling and cross‑selling tools to further develop relationships with current members. Apply department and Credit Union procedures to mitigate risk, ensuring that member requests and transactions are processed accurately, protecting both members and the Credit Union from loss. Manage time effectively while demonstrating initiative within the branch, consistently seeking opportunities for personal development and expanding knowledge to better serve members and the Credit Union. Use a variety of communication channels (in‑person, email, team collaboration tools) to ensure clear, effective, and timely communication within the team and across the Credit Union. Actively promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage their finances with ease and confidence. Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners. Effectively handle escalations by taking ownership, de‑escalating concerns with empathy and professionalism, and resolving issues to achieve superior service. Apply fraud detection strategies, taking steps to mitigate risks, protecting members and the Credit Union. Complete required departmental activities and trainings to ensure compliance with state and federal regulations, and Credit Union policies. Adhere to safety and security procedures regarding emergency situations, third‑party access to secure areas, and promptly communicate suspicious activity to leadership. Follow established processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity, and adapting to change. Display adaptability and flexibility in meeting business needs based on member volume patterns at a branch or throughout the branch network. Consistently meet or exceed established performance metrics, contributing to the Credit Union’s goals and delivering a high standard of service. Knowledge, Skills and Abilities High School Diploma or Equivalent required. Follow proper balancing and cash handling procedures. Regular and predictable attendance. Demonstrate company core values. Ability to work scheduled hours including weekends and overtime when applicable. Receptiveness to accepting and applying feedback. Attention to detail. Proficiency in member service. Excellent listening skills. Clear and effective communication skills. Professional business etiquette and presentation skills, including maintaining a professional workspace. Strong sales skills with identifiable results. Critical thinking and problem‑solving skills. Effective use of fraud detection and prevention techniques. Effective written and verbal communication skills. Skills in de‑escalating and resolving escalating member situations. Adaptability and flexibility. Analytical skills and the ability to work independently. Math and general clerical aptitude. Ability to multitask and prioritize. Reliable and dependable. Error‑free typing skills with emphasis on accuracy. Functional knowledge of Credit Union or other financial institution systems, products, services, and procedures preferred. Competencies Core competencies that must be demonstrated by all Credit Union employees include: communicate, navigate change & evolve, solve problems & make decisions, plan, prioritize, and achieve, and collaborate. Physical Demands and Work Environment May be required to remain in a stationary position for an extended period. Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage. Ability to move about inside the office area. Exposure to potentially hazardous conditions, i.e., robbery, and follows detailed instructions and procedures to minimize the exposure. The working arrangement for this position is onsite. Ability to safely lift, carry, and move items as required for branch operations. Disclaimer Note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate. MSUFCU is an affirmative‑action, equal‑opportunity employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr