Member Specialist I - 20 hours per week

Summary: The Member Specialist I serves as the first impression members encounter at Credit Union branches. This position is responsible for performing accurate and efficient member transactions while going beyond the transaction to understand and uncover members needs to connect them with solutions that support their financial well-being. The Member Specialist I engages members in meaningful conversations, educates them on products, services, and digital capabilities and channels.

Essential Duties and Responsibilities:

Create exceptional member experiences by listening actively, asking thoughtful questions, and looking beyond the immediate transaction for ways to provide additional value.

Maintain knowledge of products, services, digital capabilities and channels to promote and to educate members on digital channels (mobile, online) electronic payments, self-service capabilities, and other available technology.

Deliver exceptional service by actively listening, identifying financial needs, and providing personalized solutions that support each members goals. Serve as a trusted member advocate by addressing concerns, resolving issues promptly, and coordinating with internal departments to achieve positive outcomes.

Recognize opportunities requiring additional expertise and confidently introduce or refer members to appropriate business partners.

Accurately process routine member transactions including, but not limited to, deposits, withdrawals, loan payments, check cashing, negotiable instruments, transfers, account servicing and maintenance, and other authorized transactions.

Support member retention by resolving concerns, identifying unmet needs, and escalating for resolution.

Maintain appropriate controls and security, including, but not limited to, cash, negotiable instruments, keys, combinations, and operating within assigned authority limits.

Provide support for day-to-day branch operations, including, but not limited to, opening and closing procedures, and branch audits.

Serves as the first line of defense to identify transaction patterns or circumstances that may warrant additional member education, problem resolution, fraud prevention, or financial guidance.

Contribute to the achievement of organizational goals and member-experience objectives through collaboration, referrals, relationship development, and consistent execution.

Comply with all applicable laws, regulations, Credit Union policies, and safety, security, and compliance programs, including but not limited to BSA, AML, OFAC, privacy, branch security, and safety requirements. Maintain awareness of suspicious activity, fraud, money laundering, identity theft, and other potential risks, and report or escalate concerns in accordance with established procedures.

Perform all other related duties as assigned.

Supervisory Responsibilities:

This position does not have direct supervisory responsibilities.

Qualifications

High school diploma or general education degree (GED). Three months cash-handling experience; minimum six months of customer service, retail, or hospitality experience; or combination of education and experience. Financial services experience preferred. Spanish speaking preferred.