Senior Member Service Specialist, Main/Winton Branch

DATE: March 14, 2024

STATUS: Full Time / Non-Exempt

REPORTS TO: Branch Manager

LOCATION: Main/Winton Branch

HOURS: 37.50 hours per week

COMPENSATION: The starting hourly wage for this position is expected to be between $20.21 - $22.50 per hour. The actual hourly wage will be determined based on experience and other-job related factors, consistent with applicable law.

SCHEDULE*: Monday 8:30 – 4:30 / Tuesday 8:30 – 4:30 / Wednesday 9:30 – 4:30 / Thursday 8:30 – 5:30 / Friday 8:30 – 6:30 / Saturday 8:30 – 1:30

*Must be available to work 2-3 Saturdays per month, with day off during the week.

Position Overview

The primary function of the Senior Member Service Specialist (Sr. MSS) is to uncover members’ needs and make appropriate and timely suggestions of products and services to members. This is performed in person, as well as over the telephone. The Sr. MSS must be well versed in all branches operational procedures related to The Summit. It is essential that the Sr. MSS provides members with accurate information on the credit union’s products and services and responds to any questions, concerns, and/or complaints, in an effective and professional manner.

Essential Functions

• Display excellent interpersonal and telephone skills being able to interact professionally and effectively with members face to face and over the telephone.
• Promote and cross-sell credit union products and services that best suit our members’ needs.
• Meet sales goals as determined by management.
• Initiate contact with members to discuss unaddressed needs.
• Ask for business referrals from satisfied members.
• Develops member connections and increases member loyalty. Conducts new account follow-ups, utilizes cross-sell methods by creating opportunity, counseling members, etc.
• Process member transaction requests accurately and efficiently. Transactions at the Sr. Member Service desk include, but are not limited to, loan closing, new account/product opening, certificates, renewals, etc.
• Research and resolve member questions, problems and complaints by either telephone, written correspondence or in person.
• Ability to perform Head Teller Duties, such as directing daily activities of teller line (i.e., balancing, complete necessary logs).
• Maintain knowledge of daily operations of the ATM, including balancing, replenishment, and maintenance.
• Assist with the coordination of day-to-day operations of the branch in conjunction with the branch management.
• Assist staff in accurately completing monthly tracking reports.
• Assist in mentoring new Member Service Specialists.
• Responsible for balancing daily work.
• Adhere to credit union and departmental policies and procedures.
• Work flexible schedule and overtime as requested.
• Update and document information learned about members on the system.

Other

• Recommend changes to products/services as a member advocate.
• Assume the responsibilities of Acting Branch Manager when directed by management.
• Notarize documents when needed.
• Participate in any special projects, as assigned by management.
• Assist others in various duties upon management's request.
• Work overtime when requested by management.
• Prepare workstation at the beginning of each day and ensure proper inventory of supplies throughout the day.

Qualifications

Education/Experience: An equivalent combination of the following:

• High School Diploma/Equivalency required.
• Minimum two-three years’ prior Sr. Teller/MSS experience.
• Prior leadership experience.
• Excellent knowledge of credit union policies and procedures.

Skills

• Effective communication skills, including listening skills, to build relationships and member loyalty.
• Excellent interpersonal skills to create positive member experience.
• Ability to cross-sell products and services.
• Strong attention to detail and excellent organizational skills.
• Strong math and keyboarding skills.

Working Environment

• Must be able to sit and or stand for extended periods of time.
• Occasional lifting required.

Licensure Requirements

EQUAL OPPORTUNITY EMPLOYER: The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.

Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.

*Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.