Member Service Specialist I

First Heritage Federal Credit Union is a leading employer and financial institution in the communities served, dedicated to both the success and financial well-being of our members and team members. We are a strong, growing, dynamic organization, operating nine full-service local locations, with total assets over $800 million.

About the role

Responsible for accurately processing financial transactions and being an effective source of information for customers: in lobby, drive-thru window, or by telephone. Provides friendly, professional, confidential, and effective assistance to customers and company associates, ensuring a positive experience and minimizing wait time.

Responsibilities

• Demonstrate efficiency with financial transactions for checking, savings, and loans: receives funds, posts transactions, and pays out funds as requested.
• Verbally confirm intended transactions with members to assure needs are met and minimize error.
• Balance cash drawer daily to assure accuracy in transactions and notify supervisor regarding any outages.
• Appropriately apply policies and assist with vault balancing.
• Process member requests for services such as money orders, certified checks, check orders, interim statements, plastic cards, and address changes.
• Cash checks according to Credit Union check cashing policies and federal regulations.
• Possess adequate product knowledge as measured by the annual product knowledge certification assessment.
• Research, troubleshoot, and resolve member and internal inquiries regarding policies, practices, and products.
• Assist other departments and branches with transactions as needed; provide support for department and branch managers in fulfilling member requests and merchant verifications.
• Comply with all company policies and procedures, applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Remain flexible with hours and Saturdays worked; serve as backup retail coverage in all First Heritage branch locations as needed.

Requirements

• Cash handling and customer service experience is strongly preferred.
• A high school degree or GED is required.
• Courtesy and tact are essential elements of the job.

Skills

• Perform primarily sedentary work with limited physical exertion and regularly lift cash boxes of up to 10 lbs. and coin bags up to 30 lbs on occasion.
• Capable of climbing/descending stairs in emergency situations.
• Able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Able to stand for long periods of time.
• Able to routinely perform work on a computer for an average of 6-8 hours per day.
• Able to work extended hours whenever required or requested by management.
• Capable of regular, reliable, and timely attendance.
• Able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Able to read and carry out various written instructions and follow oral instructions.
• Able to speak clearly and deliver information in a logical and understandable sequence.
• Able to use basic math skills and spell accurately up to a high school graduate level.
• Capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization.
• Able to demonstrate highest levels of customer service and discretion when dealing with the public.
• Able to perform responsibilities with composure under the stress of deadlines, requirements for extreme accuracy and quality, and/or fast pace.
• Able to effectively handle multiple, simultaneous, and changing priorities.
• Capable of exercising the highest level of discretion on both internal and external confidential matters.

Benefits

• Competitive salary
• Generous 401(K) contributions
• Exceptional health, dental, and vision plans
• Educational assistance program
• Support for participation in external and internal leadership programs

Pay

The starting rate for a Member Service Specialist I is $18.25 - $18.75/hour based on directly related experience. This role offers the opportunity to move into a Member Service Specialist II position with a salary increase after 6 months of strong performance and training completion.

Schedule

Must remain flexible with hours and Saturdays worked; may serve as backup retail coverage in all First Heritage branch locations as needed.