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 will deliver personalized service, making product and service recommendations after a thorough review of each member’s unique financial position. Specialists respond to member requests while recommending additional products and services that elevate the member's financial wellbeing, perform these tasks with accuracy and efficiency, and solve problems to find the optimal solution for the member while mitigating risk to the member and Credit Union. Work Arrangement This position is scheduled for an onsite presence at the Jackson Branch. Schedule This position requires working 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. An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite) and work location. 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 in the first year, plus Volunteer Time Off and 11 Paid Holidays 401(k) with company match Tuition Reimbursement Up to 12 weeks of Paid Parental Leave Essential Duties and Responsibilities Provide superior member service by responding to inquiries with urgency, processing transactions accurately, and personalizing interactions with specific product and service recommendations. Identify and sell products and services, provide financial education, and achieve individual and departmental goals. Utilize outbound calling and cross‑selling tools to develop relationships with current members. Use department and Credit Union procedures to mitigate risk and ensure accurate processing of requests and transactions. Manage time effectively, take initiative within the branch, and seek opportunities for personal development and expanded knowledge. 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. Promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage finances confidently. Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners. Handle escalations by taking ownership, de‑escalating concerns with empathy and professionalism, and resolving issues to achieve superior service. Apply fraud detection strategies to mitigate risks and protect members and the Credit Union. Complete required departmental activities and training to ensure compliance with state and federal regulations and Credit Union policies. Adhere to safety and security procedures regarding emergencies, third‑party access, and promptly communicate suspicious activity to leadership. Follow established processes and guidelines, adapt to new information, technology platforms, ambiguity, and change. Display adaptability and flexibility in meeting business needs based on member volume patterns at the branch or across the 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. Demonstrate regular, predictable attendance. Demonstrate company core values. Ability to work scheduled hours, including weekends and overtime when applicable. Receptiveness to receiving 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. Mathematical 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. Core Competencies All Credit Union employees must demonstrate communicating, navigating change & evolving, solving problems & making decisions, planning, prioritizing, achieving, and collaborating. 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 (e.g., robbery) and follow detailed instructions and procedures to minimize exposure. The working arrangement 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 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 as deemed 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. #J-18808-Ljbffr