Member Service Officer I

Florida A&M University Federal Credit Union; Tallahassee (FL); On-site; USD 29,000 - 46,000; Full time

Job summary

Florida A&M University Federal Credit Union is seeking a Branch Member Service professional to handle member interactions and transactions. You will provide guidance on credit union services, support cross-selling, and resolve member questions with a focus on a world-class experience.

The role requires strong communication, attention to detail, and ability to manage multiple tasks while maintaining compliance with BSA/CIP rules. Training and occasional irregular hours may be required.

Qualifications

• High school diploma or equivalent required; college hours preferred.
• 2+ years banking/credit union experience preferred.
• Sales experience such as insurance or financial advising beneficial.
• Strong communication and interpersonal abilities required.
• Knowledge of financial regulations and BSA/CIP compliance preferred.

Responsibilities

• Handle member interactions and transactions at the branch.
• Assist with cross-selling GAP, warranties, and other products.
• Open and maintenance of accounts, deposits, and related services.
• Process withdrawals, ACHs, wires, and check handling.
• Provide accurate guidance on online banking and ATM usage.
• Assist with notary services and power of attorney documentation as needed.
• Comply with BSA/CIP and complete required training.

Skills

Communication

Interpersonal skills

Problem solving

Detail oriented

Multi-tasking

Education

High school diploma or equivalent

College hours preferred

Tools

Microsoft Office

Job description

Our Company

At FAMUFCU, we share a passion for knowledge and the pursuit of growth. Since 1935, we have been growing to help our community move into the future. We are inspired people, invested in you. At FAMUFCU, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.

Job Overview

This position reports to Branch Manager and is responsible for handling member interaction and transactions at the branch. Provides guidance and answers questions related to credit unions and all other related services. Knowledgeable technology-driven expert who is educated about all services provided. Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service. Requires someone who is enthusiastic about educating members on our products and services and creating a positive member experience. You will provide guidance in resolving complex and/or escalated issues while maintaining a professional demeanor.

Skills and Experience

• Education - High school degree or equivalent, college hours preferred.
• Minimum of two years’ credit union and/or banking experience
• Sales experience such as insurance sales and financial advising
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication and interpersonal skills
• Critical thinking and problem-solving skills
• Detail-oriented, and ability to multi-task
• Proficient in Microsoft Office and web-based applications

Role Description and Essential Duties

• Establish new membership, maintenance accounts, open Checking Accounts, IRAs, Business Accounts, Certificate of Deposit, and Special Accounts (Fiduciary, Organizational, Representative Payee, Estate, Guardianship, and Revocable Living Trust).
• Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
• Accountable for proactively retaining accounts
• Responsible for handling member interaction and transactions at the branch such as but not limited to large deposits, cash advances, wires, and saving bonds.
• Initiate and lead conversations to identify and assess member needs.
• Process incoming mail and return mail.
• Assist with balancing ATM
• Process corporate checks, on-us checks, temporary checks, line-of-credit advances, account transfers, payoffs, and all negotiable instruments.
• Fulfills member service requests and conducts thorough research to promptly resolve any discrepancies.
• Collaborate with the consumer loan department in taking application and facilitating loan closings.
• Process loan maintenance, due date changes, release of liens, vehicle shipments letters, CPI, and replacing of collateral.
• Proactively cross-sell GAP, DPW, Warranties, and debt protection.
• Knowledge of functions relating to cash and ATM operations and assist in placing travel notes, disputes, fraud cases and general account maintenance. Will issue, activate debit cards as well as assist in training members to use ATMs and ITM.
• Be able to resolve complex situations and diffuse escalated interactions.
• Review and process required form for power-of-attorney, while also offering notary services.
• Attend required training and demonstrate a willingness to keep learning.
• Comply with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Complete all required annual BSA training and required compliance training
• Other duties assigned

This job description should not be construed to imply that these requirements are the only duties, responsibilities, and qualifications for this position. This position may work additional/irregular hours, including weekends, nights, or holidays, as needed or requested. Incumbent may be required to follow any additional related instructions, acquire related job skills and perform other related work as may be required to perform the functions.