Member Experience Specialist

Self-Help Services Corp; Asheville (NC); On-site; USD 26,000 - 37,000; Full time

Job summary

Self-Help is seeking a member service-oriented professional in Asheville, NC to support daily branch operations and deliver exceptional customer service. The role includes cash handling, account maintenance, and assisting members with various credit union services.

Ideal candidates have at least one year in financial/customer service, strong communication skills, and flexibility for evenings/weekends. The position offers nonprofit benefits and a competitive starting wage.

Qualifications

• High School graduate or equivalent.
• Bilingual in English/Spanish highly preferred but not required.
• Minimum one year experience in financial institution or other customer service industry preferred.
• Prior cash handling and customer service responsibilities preferred.
• Preference for teamwork and collaboration.
• Strong commitment to our mission – creating economic opportunity for underserved communities.
• Excellent customer service skills.
• Demonstrated ability to communicate effectively – both verbally and in writing.
• Ability to be trained and efficiently operate credit union systems and proprietary software, including New Solutions, Excel, Word, and Outlook.
• Ability to work flexible work hours including evenings and weekends.
• May be required to travel to cover other Branches.
• Keen attention to detail, ability to organize and prioritize work.
• Analytical and problem-solving skills.
• Ability to data entry efficiently.
• Ability to demonstrate Self-Help's Core Values: Mission Before Self, Service with Excellence, Embracing Change, Results Not Credit, Diversity as a Strength, Financial Sustainability for Mission Impact.

Responsibilities

• Initiate and lead conversations to identify and assess member needs.
• Maintain and enhance member account relationships by providing excellent member service.
• Process share deposit payments, loan payments, manual payrolls, and account transfers.
• Disburse cash and check withdrawals.
• Complete member transactions accurately and timely within prescribed limits and guidelines or seek approval for exceptions.
• Open new membership accounts and assess for accuracy and compliance.
• Research and address member inquiries about credit union services and accounts.
• Perform account maintenance as authorized.
• Promote credit union products and services.
• Maintain base knowledge of consumer and mortgage loans to refer loan products.
• Perform outbound calls to members as needed.
• Achieve individual and branch growth goals.
• Identify solutions in support of member needs.
• Observe all security/internal controls and be proactive in protecting the credit union.
• Serve as back up to MSR II responsibilities when needed.
• Travel to local events as needed, weekends may be required.
• Cash handling and balancing: open, close, balance drawers; post deposits; adhere to Bank Secrecy Act and AML rules.
• Assist with branch self-assessments as assigned.
• Participate in branch business development and outreach activities.
• Respond to electronic requests submitted by members and/or perform outbound calls professionally.
• May be called to assist with translation if needed.
• Perform other duties as may be deemed necessary.

Skills

Customer service

Cash handling

Communication

Data entry

Bilingual English/Spanish

Education

High School graduate or equivalent

Tools

New Solutions

Microsoft Excel

Microsoft Word

Outlook

Job description

Self-Help is seeking a member service-oriented professional in Asheville, NC to support daily branch operations and deliver exceptional customer service. The role includes cash handling, account maintenance, and assisting members with various credit union services.

Ideal candidates have at least one year in financial/customer service, strong communication skills, and flexibility for evenings/weekends. The position offers nonprofit benefits and a competitive starting wage.