Member Service Specialist Floater

Members Choice Credit Union (Houston, TX); Houston (TX); On-site; USD 25,000 - 33,000; Full time

Job summary

Members Choice Credit Union in Houston seeks a Member Service Specialist Floater to support multiple locations, handling transactions, accounts, loans, and member inquiries.

The role requires delivering high-quality service, accurate data input, and adherence to credit union policies; may involve rotating shifts and both in-branch and call-center tasks.

Qualifications

• Provide prompt, professional service to all members.
• Process transactions and resolve account issues.
• Maintain compliance and protect member information.

Responsibilities

• Answer 40–80 inbound calls daily with accuracy.
• Process deposits, loan payments, and other financial transactions.
• Open new memberships and issue debit cards.
• Balance end-of-day cash and assist with vault duties.
• Maintain and update member account information.
• Complete compliance testing and adhere to BSA/CTR reporting.

Skills

Exceptional service

Time management

Data accuracy

Communication

Tools

Microsoft Office

Job description

The Member Service Specialist Floater performs all duties associated with member service, processing of financial transactions, account and loan processing, resolving account issues, and answering questions across all MCCU retail locations. The Member Service Specialist Floater performs all duties performed by branch face-to-face and call center remote service roles in rotating retail branch locations and call center depending on staffing needs, training, and areas of opportunity.

• Provideprompt,professional,accurateserviceandsupporttoallmembersandassociateswhile abiding to member centric model for service standards established by the credit union
• Withinestablishedlevelsofauthority,processtransactions,resolveproblemsandanswerquestions regarding account issues and Credit Union products and services within a timely manner
• Answer 40-80 inbound calls daily with emphasis on exceptional member service and accuracy of data input when assisting the eBranch Servicing and eBranch Solutions call center.
• Assists with chat, email, online banking messages, and fulfillment of remote service requests such as wire transfers, online account and online loan application processing as needed when assisting the eBranch call center location.
• Receive,inspect,andverifycashandnegotiableinstrumentsfordeposit,acceptloanpaymentsand perform a variety of other financial transactions as directed and in accordance with established policies and procedures
• Open all types of new memberships including IRA’s, Business accounts, Fiduciary, POA and online accountopening;issue/orderDebitcards,explainvariousaccountandownershipoptions, provide the necessary counseling to meet member’s needs, and obtain the required information and documentation
• Maintainmemberaccountinformationandperformalltypesofaccountmaintenanceincludingbut not limited to fraud claims, loan maintenance and decedent account maintenance.
• Interviewmembersforloanneeds,processesloanapplications,includingpullingcreditandreview debt to cross-sell credit union products and services to members and meet established goals
• Balance endofeachworkdayasassignedbythemanager; mayassistwithvaultorcash dispenser and maintains up to date queues.
• Completesallmandatorycompliancetesting,implementscreditunionpoliciesandprocedures relatedandrequiredbystateandfederalregulations.IncludingBankSecrecyAct,SARandCTR reporting.
• Actively participate in branch and all-staff meetings to maintain awareness of organizationalissuesandpromotionalcampaigns,stayscurrentonpolicies,procedures,services and strategy
• Attendtrainingandcompleteonlinelearning assignmentstocontinuouslyincreasejobknowledge and overall performance to provide a high level of service to members and recommend solutions
• Performotherrelateddutiesasrequiredandassigned.
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.
• Two or more years of work experience in member service, financial services or similar position preferred

Skills/Abilities

• Provide exceptional member service
• Demonstration of effective time management, accuracy in work and mathematical skills including effective cash balancing
• Strong professional verbal, written communication skills and creative thinking abilities
• Ability to make decisions, use judgement within proper authority levels and take accountability for results
• Knowledge of relevant software including Microsoft Office products

Physical/Mental Requirements of the Position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of the job, the employee is regularly required to stand for long periods at a time, sit, walk, use hands to touch, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include close vision and ability to adjust focus.
• Nature of position requires physical mobility and ability to lift a minimum of 50 pounds.
• Flexibility to deal with changing work hours and locations as needed.