Member Service Specialist

SkyPoint Federal Credit Union; Rockville (MD); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid time off

Health insurance

401A retirement plan

Group term life insurance

Disability insurance

Paid holidays

Job summary

SkyPoint Federal Credit Union is seeking a Member Service Specialist to handle branch transactions, open and maintain accounts, and educate members on available financial products. The role emphasizes delivering accurate service, safeguarding member information, and fostering loyalty.

The position involves cross-selling opportunities, CRM-driven referrals, and support across online banking channels. Flexibility to support multiple branches is required within Montgomery County, MD.

Qualifications

• Experience in customer service or financial institutions preferred.
• Strong communication and active listening skills.
• Ability to work independently and in a team environment.
• Comfort with researching and resolving member inquiries.

Responsibilities

• Provide prompt, efficient member service and process transactions.
• Open new memberships and perform account maintenance (including IRAs).
• Cross-sell products and services based on member needs and track referrals using CRM.
• Assist online, mobile, and telephone banking support; float to other branches as needed.
• Handle administrative duties such as end-of-day balancing and ATM processing.

Skills

Independence & teamwork

Communication skills

Active listening

Written communication

Organizational & time management

Analytical & problem solving

Customer service mindset

Relationship building

Research capability

Adaptability to new tech

Notary/IRA training ability

Tools

CRM software

Job description

About Us

SkyPoint Federal Credit Union is a community-based financial institution, located in Montgomery County, Maryland, SkyPoint serves our members in the greater Washington D.C. metro region with a wide array of financial services, supported by technology, and offers great value, affordable fees, and rates through our member-owned structure.

The only designated Community Development Financial Institution (CDFI) credit union in Montgomery County, SkyPoint helps our members and the community gain access to the financial services needed to prosper. Through our inclusive, expert, and compassionate team, we focus on removing banking complexities, and building empowering relationships with our members to help them achieve their financial goals with simple and accessible banking solutions.

Role Overview

The Member Service Specialist is responsible for performing branch functions including, but not limited to, processing transaction requests in an accurate and timely manner. Account opening, membership maintenance while focusing on member relationships, creating member loyalty, and growing our membership are key responsibilities. Consistently works towards assisting all members and potential members in understanding and utilizing credit union products and services. Member Service Specialist must adhere to set policies and procedures including safeguarding sensitive member information and compliance/regulations.

Member Services

• Give prompt, efficient, and accurate service; processes all member transaction
• Open new membership and performs maintenance on accounts including IRAs and business accounts.
• Council and educate members on financial matters and available products/services offered.
• Use tack and experience-based knowledge to research and resolve member inquiries with professionalism.
• Provide member technical assistance for online, mobile & telephone banking, Bill Payment, and other eServices.
• Float to support other Branches

Sales/Referrals

• Conduct credit analysis for possible cross sell
• Cross-sell products and services based on member needs.
• Interview members for potential loan applicants and initiates
• Use CRM software to track referrals, member follow up and sales performance goals.

Administrative Duties

• Perform a variety of administrative duties that support member service/branch
  • End of day balancing
  • ATM processing
  • Cash analysis/verification

Qualifications

• Ability to work independently and in a team environment
• Working knowledge of savings and checking products, accounts and services
• Effective skill performing mathematical calculations and working accurately with numbers
• Active listening skills to accurately respond to inquiries and account requests
• Effective verbal and written communication skills
• Organizational, planning and time management skills
• Effective research, analytical, and problem solving skills
• Skill in building effective relationships through rapport, trust, diplomacy and tact
• Effective in exercising initiative and using good judgment to make sound decisions
• Maintaining composure in a high production and changing environment
• Ability to navigate multiple screens and PC applications and adapting to new technologies/software
• May be required to participate and complete specialized training per business need (notary, IRA)

Desired Qualifications

• Customer service experience
• Cash Handling
• Experience in member/customer service preferably in a call center, retail banking or financial institution
• Experience in working in a credit union/bank environment

Hours

SkyPoint FCU is open M-F 9am-5pm

Working Hours: Monday-Friday 8:45am-5:15pm

Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.

Benefits

• Eleven (11) paid per year
• You will earn Paid Time Off and Personal, Sick and disability leave. Annual leave is accrued at 4.6 hours per pay period (15 days per year). Two personal days are earned per year. Sick leave is accrued at 4.62 hours per pay period with a maximum accrual per year of 120 hours.
• Employees are offered medical, prescription, dental, vision and disability insurance. The credit union pays a portion of the monthly premium, and the employee pays a portion. Available providers and costs will be discussed during orientation. All insurance except disability is effective the first of the month following date of hire.
• All full-time employees are required to have Group Term Life (GTL) insurance equal to 1x’s their basic annual earnings, up to $200,000. Active employees over age 65, their coverage is reduced to 65% of the pre-65 face value. This policy is County paid 80%, and employee paid 20%. Additional coverage can be purchased. Information will be available during orientation.
• You will be eligible to participate in the SkyPoint FCU Retirement 401A plan after 6 months of employment. Information about retirement options will be presented during orientation.

Equal Employment Opportunity Statement

Skypoint FCU is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Skypoint FCU expressly prohibits any form of workplace discrimination or harassment based on any of the aforementioned characteristics. We are dedicated to promoting a diverse and inclusive workplace, and we welcome and encourage individuals from all backgrounds to join our team. If you need assistance or accommodation in the application process, please contact Skypoint FCU’s Human Resources Department at [e-mail].