MEMBER SERVICE SPECIALIST
On-siteAlexander City, Alabama, United States
Job Summary
Process financial transactions, answer inquiries, and resolve account discrepancies for members in the branch, drive-thru, or via telephone. Conduct thorough examinations to verify member identification, document legality, and protect confidential information while accurately recording transactions and reconciling cash drawers. Maintain knowledge of credit union products to recommend services, coach other employees, and provide feedback to leadership for continuous improvement. Troubleshoot internal inquiries, advise members on account status, and suggest resolutions for disputes in compliance with applicable laws and security procedures.
Required Qualifications
- Fulltime employment
- Some Saturdays required
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
Desired Qualifications
- Proactively seeks out cross training opportunities to better assist members
- Provides coaching and assists with the training of other employees as needed
- Provides feedback to Branch Operations based on observations to identify and support continuous improvement
- Proactively identifies and recommends products and services for the betterment of the member
- Uses every encounter as an opportunity to advise or educate the member about additional services or programs that might benefit them
- Maintains knowledge of product and service offerings
- Demonstrates customer service skills, attentiveness, tact and diplomacy in dealing with members and co-workers
- Works actively toward individual, branch and credit union goals while ensuring quality service is provided
- Seeks opportunities for to improve efficiency and communicates to leadership
- Troubleshoots and resolves member and internal inquiries in a timely, professional and accurate manner
- Informs and advises member of status or enhancements to current account productivity, and suggests resolution on account disputes and other account activity
- Maintains customer confidence and protects credit union operations by keeping information confidential
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