MEMBER SERVICES SPECIALIST

Occupational Summary

Assist credit union members via telephone or in person at any branch, handling transactions or directing them to the appropriate staff. Ensure all member service requests are processed in a timely manner in accordance with policies and procedures. Perform duties at the Member Service Station (MSS) desk, Teller Line, Greeter Station, and Operations Department as assigned by management. Provide accurate and detailed information about credit union services and policies, including accounts, loans, VISA, ATM, ACH, payroll deductions, and electronic services. Operate and maintain a working knowledge of the credit union's data processing systems to manage daily transactions effectively. Represent the credit union in a warm, courteous, and professional manner, adhering to Credit Union Service Standards.

Work Performed

• Assist members in person or via telephone, determining the nature of their business and either processing their requests or directing them to the appropriate staff.
• Update member information, including name, address, and other pertinent details.
• Market credit union services by cross-selling products and services.
• Handle payroll requests, including stops, starts, and changes to payroll deductions or distributions.
• Process stop payment requests, check orders, and provide statement copies from the optical system.
• Transfer funds between accounts accurately and efficiently.
• Process share-secured loans, share-covered VISAs, and quote accurate loan pay-off information.
• Open and close share and share draft accounts, as well as certificates of deposit and IRA accounts, following required procedures.
• Research and resolve member issues, following up on inquiries as needed.
• Respond to member emails promptly and professionally.
• Balance, empty, fill, and maintain the Coin Machine daily.
• Maintain and balance a cash drawer daily, cashing share drafts or checks and depositing cash or checks into member accounts accurately.
• Handle incoming and outgoing mail transactions.
• Assist at the Greeter Station when required.
• Maintain strict adherence to procedures for safe deposit boxes.
• Create Debit/ATM/Credit Cards and balance the card machine at the end of each business day.
• Process and balance ATM daily deposit pulls and Audio Response requests, monitoring the ATM portal.
• Process fraud center detail report emails and CAM alerts.
• Assist with debit/credit card maintenance and update travel notices through Powerlink.
• Perform other duties as assigned by the supervisor.

Knowledge, Skills, and Abilities
N/A

Level Characteristics
N/A