Member Experience Specialist

Self-Help; Gainesville (FL); On-site; USD 28,000 - 36,000; Full time

Job summary

Self-Help in Gainesville is seeking a Member Service Representative to join our team. The role focuses on identifying member needs, servicing accounts, processing transactions, and promoting credit union products with accuracy and empathy.

The ideal candidate has 1+ year in banking or customer service, strong communication skills, and a willingness to work flexible hours including evenings and weekends. Bilingual English/Spanish is a plus.

Qualifications

• High School graduate or equivalent.
• Bilingual 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 traditionally underserved communities.
• Excellent customer service skills.
• Demonstrated ability to communicate effectively – both verbally and in writing.
• Ability to operate credit union systems and proprietary software (New Solutions, Microsoft Excel, Word, Outlook).
• Ability to work flexible 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.

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 effectively refer loan products.
• Promote outbound calls to members as needed.
• Achieve individual and branch growth goals.
• Identify solutions in support of member needs.
• Observe security/internal controls and protect the credit union from fraud.
• Serve as back up to MSR II responsibilities when needed.

Skills

Bilingual English/Spanish

Customer service

Attention to detail

Communication skills

Analytical skills

Keyboard/data entry

Tools

New Solutions

Microsoft Excel

Word

Outlook

Job description

Self-Help in Gainesville is seeking a Member Service Representative to join our team. The role focuses on identifying member needs, servicing accounts, processing transactions, and promoting credit union products with accuracy and empathy.

The ideal candidate has 1+ year in banking or customer service, strong communication skills, and a willingness to work flexible hours including evenings and weekends. Bilingual English/Spanish is a plus.