Senior Member Service Specialist - Camino Fcu

Reports To: Branch Manager

FLSA Status: Non-Exempt

Job Description:

The Senior Member Service Specialist is primarily responsible for service to members and supporting overall operations of the Credit Union as well as supporting the Branch Manager and Assistant Branch Manager.

Major Responsibilities:

• Actively supports and promotes Camino Federal Credit Union's brand, mission statement and strategies.
• Greet and welcome members to the credit union in a courteous, professional and timely manner, providing prompt, accurate, and efficient member transactions.
• Engage the members by welcoming them with a warm friendly smile, and pleasant demeanor, using the member name, and thanking them for doing business with Camino Federal Credit Union.
• Executes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
• Responsible for understanding and complying with Bank Secrecy Act regulations.
• Listens carefully to the member and willingly assists with any requests, questions or problems the member has.
• Makes sure all needs are met before concluding the transaction, making the member feel his/her time is being valued with banking with Camino.
• Adheres to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and credit union assets.
• Responsible for balancing branch, vault, coin machine, checks, ITMs, ATMs, TCRs, money orders, inventory, cash advances, staff, etc.
• Exhibits strong sales and service skills, presenting products and services while proactively educating members on utilizing available access channels. (ex: ITM, ATM, Online, Mobile, Telephone Banking)
• Continuously learns new and existing products. (features, benefits, fees, etc.)
• Is knowledgeable about members' accounts, and the credit union, and uses sound judgment.
• Ensures MSS/MSA stations and lobby are properly stocked with supplies, brochures, etc.
• Communicate properly with all employees to ensure a positive and clear understanding of credit union goals and direction.
• May function as an MSS/MSA or vault teller performing all related duties as such, when needed.
• Positively promoting teamwork among branch staff and internal members and departments.
• Complete Branch Certifications monthly.
• Other essential functions of the job may be assigned by your management team.

Skills and Abilities:

Education

• Possess education equivalent to a four-year high school education plus some additional post-secondary technical course-work.

Recommended Skills/Experience

• Possess a minimum of three years of similar or related experience including previous sales and lending experience.
• Possesses well-developed communication skills using tact and persuasiveness to reach an objective and maintain goodwill.
• Possess a highly positive, Member Service-oriented attitude and the ability to anticipate member needs and initiate assistance beyond duties assigned.
• Possess intermediate mathematical skills performing calculations involving decimals, percentages, etc.
• Possess proficiency in multiple software programs.

Preferred Skills/Experience

• Possess the desire to accept additional responsibilities within branch operations.

Service Competencies:

• Displays courtesy and attentiveness to members, co-workers, and staff
• Makes the member feel valued and welcome
• Provides accurate and prompt service
• Is knowledgeable about credit union products/services and the organization
• Listens and demonstrates understanding
• Offers assistance beyond what is specifically asked
• Resolves problems to members' satisfaction
• Handles complaints in a respectful, caring way
• Uses problems and complaints as a way to improve service
• Maintains internal teamwork
• Follows-up on commitments
• Takes personal responsibility for every service outcome, even if referred to another department

Sales Competencies:

• Understands how credit union products compare to the competition
• Recognizes cues for sales opportunities
• Systematically uncovers unexpressed needs
• Uses communication skills to build trust
• Makes appropriate and timely suggestions about products to members
• Involves the member in the sales process
• Is aware of the financial impacts of product and services on the credit union
• Sells the "relationship" and the "credit union", not just the product
• Builds future contacts with the member into the sales process
• Makes effective referrals to Member Advisors when appropriate

Working Conditions:

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to walk; climb or balance; stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Senior MSS must also be able to work a flexible schedule to include occasional after-hours as necessary.