Financial Services Specialist / Teller - Clark Street Branch

About the role

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 delivers personalized service, making product and service recommendations after a thorough review of each member’s unique financial position. This role responds to member requests while recommending additional products and services that elevate the member's financial wellbeing, performing tasks with accuracy and efficiency. Specialists are responsible for problem-solving to find optimal solutions for members while mitigating risk to both the member and the Credit Union.

Schedule

This position requires working a standard 40-hour week during branch hours of operation:

• Monday - Thursday: 8:45am - 5:45pm
• Friday: 8:00am - 6:15pm
• Rotating Saturdays: 8:45am - 1:15pm (every other Saturday, with a consistent day off during the week to offset hours)

Scheduled hours could change based on business need and future department growth.

Pay

Starting at $20.70/hour, dependent on experience.

Benefits

• 100% company-paid health, dental, vision, life, and long-term disability premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off and 11 paid holidays
• 401(k) with a company match
• Tuition reimbursement
• Up to 12 weeks of paid parental leave

Responsibilities

• Actively listen to uncover each member’s stated and unstated financial needs, conduct a comprehensive analysis of their financial profile, and recommend tailored solutions that support their long-term financial well-being while cross-selling complementary products and services.
• Identify and sell products and services, provide personalized financial education to enhance member experience, and achieve individual and departmental goals.
• Ensure accurate processing of member transactions in alignment with department and Credit Union processes and procedures, maintaining operational integrity and a high standard of service.
• Maximize accurate service delivery by effectively transitioning between tasks in a fast-paced environment.
• Review member transactions, applications, and account activity for red flags such as unusual deposit or withdrawal activity, account access anomalies, and high-risk application indicators; ask clarifying questions to verify identity and intent; and promptly escalate concerns to the Fraud Department.
• Process business account transactions using tools to mitigate risk while ensuring a thorough review of each member’s unique financial position to make product and service recommendations or referrals to business partners.
• Operate within two separate cash drawers on two separate systems while ensuring accuracy and efficient member service, demonstrating proficiency in Credit Union tools and supporting others as needed.
• Promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage their finances with ease and confidence.
• Engage in branch, organizational, and self-paced training to strengthen competencies within the role while building skills and abilities required for future growth and readiness.
• Utilize a thorough review of each member’s unique financial position during transaction processing, onboarding, and outbound calling to further develop relationships with members, prospects, and new account applicants, offering products and services with measurable success.
• Engage with members and prospective members through community events to build relationships and grow the branch.
• Support cross-departmental operational needs by performing designated tasks to enhance efficiency, maintain productivity, and contribute to service and growth across the Credit Union.

Requirements

• High school diploma, GED, or equivalent.
• Availability to work during branch hours, including Saturdays, and to support other locations to meet needs across the branch network.

Skills

• Core Competencies: Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate.
• Member Sales: Effectively leverages opportunities and generates leads to cross-sell products and services with integrity, supporting member needs while achieving individual, department, and organizational goals.
• Superior Service: Prioritizes and acts on the needs of members and employees, sets the tone, establishes rapport, acknowledges and clarifies while committing and providing guidance, and summarizes and closes interactions positively.
• Product Knowledge: Demonstrates knowledge of products, services, and relevant details offered or supported within the position.
• Adherence to Procedures: Includes knowledge of relevant external and internal policy and compliance procedures.
• Initiative: Takes proactive and prompt action to accomplish work goals and goes beyond requirements.
• Conflict Resolution: Works effectively through antagonistic situations to minimize relationship damage and promote shared goals, using appropriate interpersonal methods to reduce tension or conflict and facilitate agreement.
• Systems Knowledge: Demonstrates knowledge of specific Credit Union programs and applications and successfully navigates these systems.
• Critical Thinking: Takes outside knowledge into account while evaluating information.
• Mentorship: Helps others build awareness, confidence, and resources necessary to fulfill their potential, regardless of reporting relationship.
• Self-Awareness: Self-reflects on behavior and how emotions affect others, situationally modifies behavior to improve outcomes and build relationships, and knows, leverages, and displays strengths and vulnerabilities.
• Creativity and Innovation: Thinks beyond traditional models to recognize opportunities and identify new and better processes, encourages experimentation, and accepts failure as a driver of innovation.

Physical Demands and Work Environment

• May be required to remain stationary for extended periods while also engaging in frequent movement within an office environment.
• Exposure to potentially hazardous conditions, such as robbery, with detailed instructions and procedures provided to minimize exposure.
• Frequently moves equipment or materials weighing up to 25 pounds within the building.
• Occasionally moves equipment or materials exceeding 25 pounds within the building.
• This position requires onsite presence at the employee’s assigned location (Clark Street Branch in Chicago) for all scheduled shifts.