Financial Services Representative- Fayetteville

Empower Federal Credit Union; Fayetteville (NC); On-site; USD 30,000 - 45,000; Full time

Job summary

Empower Federal Credit Union in Fayetteville, NC is seeking a Member Service Specialist to assist members with teller and lending needs, educate on products, and deliver exceptional service. You will open accounts, process loans, and ensure accuracy and compliance while fostering a positive, inclusive team environment.

The role requires 1–3 years in banking, a two-year degree or equivalent, NMLS eligibility, strong data-entry skills, and proficiency with Teams; flexibility to work varying hours

Qualifications

• 1–3 years of banking or service-to-sales experience.
• Two-year college degree or equivalent; Credit Union courses MSR Beginning to Home Equity.
• Proficient in 10-key calculator with high data-entry accuracy.
• NMLS licensing eligibility; proficient with Teams and other communication tools.

Responsibilities

• Engage with members to identify needs and cross-sell products.
• Open and process new accounts, lending products, and maintenance tasks.
• Ensure transaction accuracy and maintain teller drawer balance with audits.
• Lead by example and support teamwork; uphold compliance and security.

Skills

Customer service

Cross-selling

Banking knowledge

Data entry

Interpersonal skills

Courtesy and diplomacy

Education

Two-year college degree or equivalent

Credit Union courses MSR Beginning/Advanced

Home Equity / Lending courses

Tools

10-key calculator

Teams

Job description

Role:

To provide exceptional member service by delivering products and services that enhance members’ financial lives. You will assist with banking and lending needs, from basic transactions to account management and loan products, while educating members on available services. Your role will also involve fostering a positive, inclusive team environment and ensuring accuracy and compliance in all transactions.

The pay range for this position is $21.97 - 32.96/hour.

Essential Functions & Responsibilities:

30% Product Knowledge & Cross-Selling:

• Engage with members to identify their needs and cross-sell relevant products and services.
• Exhibit expertise in a wide range of offerings, including deposit accounts, loan products, and corporate services.
• Educate members on the benefits of ancillary lending products such as life, disability, GAP, and MRC.

20% Member Service & Account Assistance:

• Welcome members and provide support for teller and platform functions.
• Demonstrate expertise in the Credit Union’s products and services, educating members on solutions that meet their financial needs.
• Open and process new accounts, specialty accounts, and lending products.
• Assist with account additions, closures, and ongoing maintenance.
• Resolve disputes, fraud issues, and errors in a timely manner.
• Perform training and coaching of team members in collaboration with branch leadership.

20% Leadership & Team Collaboration:

• Lead by example and foster a positive work culture.
• Create an inclusive and supportive environment where team members assist one another.
• Act as a role model for professionalism, integrity, and customer service excellence.

20% Transaction Accuracy & Compliance:

• Ensure accuracy in all member transactions and manage teller drawer balances.
• Rotate between teller line and platform duties as needed, meeting balancing requirements outlined in performance standards.
• Carry out required audit procedures, including dual control and cash management.
• Follow all policies and procedures as outlined in the HR Manual, ensuring compliance and quality control.
• Address discrepancies and follow up with members in a timely manner, collaborating with support departments as needed.

5% Professional Development & Compliance:

• Stay informed of changes in credit union policies, security, compliance, rates, and consumer protection laws.
• Participate in branch meetings and engage in ongoing training via email, Teams, or other resources.

5% Other Duties:

• Perform other related duties as assigned.
• Be flexible and available to work various hours, including Saturdays and across branch locations.

Performance Measurements:

See Dayforce (HRIS) Performance Management for Goals upon start in role, and annually.

Knowledge and Skills:

Experience:

1 to 3 years of related experience in banking or a service-to-sales role.

Education:

A two-year college degree, completion of a specialized course of study at a business or trade school, or equivalent work experience is required. Completion of the following Credit Union courses is also required: MSR Beginning, MSR Advanced, Business Accounts, Deposit Accounts, Beginning Lending, Intermediate Lending, Advanced Lending, and Home Equity, or completion within six months of hiring or promotion.

Interpersonal Skills:

Courtesy, tact, and diplomacy are essential elements of the job. The ability to be inclusive and work with a diverse team and clientele is a must. Positive communication and ability to work with those inside and outside the organization is required to build relationships, obtain information and solicit cooperation. Being able to receive constructive feedback and work towards effective change is also a necessity.

Other Skills:

• Proficient in operating a 10-key calculator and computer.
• High accuracy in data entry.
• Familiarity with communication platforms such as email, Teams, texting, etc.
• NMLS licensing eligibility.

Physical Requirements:

This position requires the employee to frequently sit, talk, hear, and use hands for handling tools and controls. Occasional tasks may involve standing, walking, reaching, stooping, kneeling, crouching, or crawling, with the ability to lift up to 50 pounds. Specific vision requirements include close vision and focus adjustment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Mentally, the role demands resourcefulness and problem-solving abilities on occasion, with frequent initiative-taking. The employee must consistently concentrate, exercise sound judgment, and remain patient while interacting with members, employees, and vendors.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The normal office environment is free from discomfort due to temperature, dust, noise, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.