Member Service Specialist

About the role

The Member Service Specialist ensures every member/guest entering a Sun FCU lobby is greeted and welcomed. They serve as the primary account opener in the branch and fills in where needed in the member service and consumer lending area. Provides a full range of products and services to members with an emphasis for acquiring, expanding, and enriching member relationships. Identifies and analyzes member needs to adequately recommend products and services.

Responsibilities

• Greeting all members/guests entering Sun FCU lobby, always exhibiting Sun Federal’s service behaviors.
• Assessing needs and directing members to Harmony (ITM) for regular transactions (deposit, withdrawal, loan payment, transfer).
• Ensuring beverage area is always clean and well-supplied.
• Opening and closing member accounts, checking accounts, secondary savings accounts, and certificates.
• Opening and performing transactions on Individual Retirement Accounts (IRA) and Health Savings Accounts (HSA).
• Interviewing, taking consumer loan applications, gathering information, recommending a decision, and processing preliminary documentation on Visa, Personal, & Vehicle requests.
• Cross-selling and referring members to consumer or mortgage loan officers, Wealth Management, or other business partners based on member needs.
• Executing the branch and CU business plan as assigned, which includes playbook outbound calls to members.
• Developing and maintaining quality member relationships.
• Maintaining a high degree of knowledge in all credit union programs, ensuring quality service and accuracy.
• Acting in the member’s best interest; consistently educating members about their financial choices including convenience service options.
• Taking responsibility for deepening member relationships.
• Representing the Credit Union in a courteous and professional manner.
• Presenting and explaining Credit Union services and products to members.
• Actively and professionally cross selling Credit Union services.
• Participating in the development and attainment of branch goals.
• Evaluating and verifying loan applications and credit criteria.
• Computing debt ratios.
• Determining value of collateral.
• Communicating decisions with members and sending appropriate documentation.
• Coordinating and processing consumer loan closings.
• Counseling members regarding money management and financial matters including conducting credit report reviews.
• Assisting in counseling members whose loan requests were denied, explaining reasons and alternatives.
• Establishing and modifying automatic transfers of consumer loan payments.
• Offering SunGuard payment protection, Guaranteed Asset Protection (GAP), and Mechanical Repair Coverage (MRC) coverage to members.
• Seeking additional lending opportunities within member profiles and credit reports.
• Creating and identifying mutually beneficial solutions (Recaptures) for members and the Credit Union.
• Ensuring that lending operations are conducted in accordance with established Credit Union policies and are legally compliant.
• Ensuring that loan requests are properly documented.
• Referring member business lending needs to Consumer Loan Officer or Branch Manager.

Qualifications

• High school graduate or equivalent.
• Thorough knowledge of member services and products.
• Understanding of member bookkeeping, new account opening, consumer lending procedures and all self-service products.
• One to three years of experience in a Financial Institution and/or customer service.
• Excellent communication and public relations skills.
• Demonstrated ability to provide remarkable members service and staff support.
• Demonstrated ability to work under and meet deadlines; and able to work with multiple priorities.
• Excellent multitasking skills.
• Strong PC skills with the ability to use and instruct others on Microsoft Windows, Word, Excel and Outlook, Branch Suite & Teller Advantage.
• Proven teamwork skills.
• Fluent in English with excellent written and verbal communication skills.
• Demonstrated analytical, accuracy and problem-solving skills within a retail environment.
• Strong interpersonal and administrative skills.