Branch Service Specialist (Universal Banker)

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 24 branch offices in southeast Michigan, over 450 team members, more than 150,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected.

About the role

Performs a broad range of member sales and service functions as well as teller transactions to deliver the desired member experience. Focuses on listening to identify member needs, asking questions, and cross-selling products and services as effective solutions to build loyal member relationships.

Responsibilities

• Member Service Representative: Process loan applications, open new memberships, open IRAs, set up automated services, and support the Call Center as needed. Explain ownership options and eligibility requirements for membership, ensuring all paperwork, documentation, and signatures are completed accurately.
• Teller: Follow MSGCU’s service standards to accurately complete teller transactions and balance drawer and checks at the end of the day. Transactions include cashing checks, processing deposits and withdrawals, making member payments, processing certificate of deposit transactions, and member account maintenance.
• Relationships: Exceed member service expectations and build trusting relationships by being the financial expert and showing sincere interest in the member and their financial success. Use Creating Member Loyalty skills to handle member complaints and resolve issues by identifying mutually beneficial solutions.
• Cross-Selling: Use a consultative approach to identify and meet member needs, both perceived and unperceived. Listen for member cues and use in-depth knowledge of MSGCU products and services to cross-sell solutions, focusing on benefits and value to the member. Offer Credit Life, Credit Disability, and GAP when in the member’s best interest. Generate new business by asking for referrals.

Core Competencies

• Member Focus: Build strong member relationships by using effective listening skills to gain insight into needs, efficiently resolve problems, and provide superior quality service in a professional, efficient, and courteous manner.
• Action Oriented: Take on new opportunities and challenges with urgency, high energy, and enthusiasm. Complete responsibilities with excellence, professionalism, efficiency, accuracy, and accountability.
• Communicates Effectively: Actively listen, provide timely and helpful information, collaborate, and participate in team discussions.
• Instills Trust: Model honesty, integrity, and authenticity, aligning behaviors with organizational values. Address difficult issues with courage.
• Self-Development: Actively seek new ways to grow and be challenged using formal and informal development channels. Demonstrate willingness to step into other areas as requested.

Requirements

• High school diploma or GED.
• 6 months of experience as a teller in a financial institution or as a retail sales representative/cashier.
• One of the following:
  • 2 years of retail sales experience, or
  • Associate degree preferably in Business Administration, Marketing, Accounting, or Finance, or
  • 1 year of member/customer-facing experience within financial services.

Working Conditions

• Office and branch location environment with minimal discomfort from noise, extreme temperature, dust, or other factors.
• Occasional travel throughout MSGCU’s service area to support other branches as needed.
• Exposure to potentially hazardous conditions, such as robbery (annual training provided to minimize risk).
• Primarily sedentary work with brief periods of walking or standing; may occasionally require lifting and/or moving up to 10 pounds.

Pay

Base hourly pay begins at $18.65 per hour. Team members in this role are eligible to earn incentives as part of our variable compensation plan.

Benefits

• Medical, dental, and vision insurance starting on your first day (including a no-premium HSA-eligible medical plan for you and your family).
• 3% 401(k) contribution from MSGCU if you are at least 21 years old, plus a 100% match for the next 7% you contribute.
• 12 paid holidays and up to 120 hours of PTO your first year (pro-rated based on start date).
• Generous vacation time, retirement plan contributions, and discounts on loans.