Member Services Specialist

Education Credit Union; Amarillo (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Education Credit Union in Amarillo, TX seeks a Member Service Specialist to provide a single source of excellent service by assisting members with financial needs, handling teller tasks, and promoting ECU products. The role emphasizes accurate account handling, effective communication, and helping members learn and live better through financial products.

Essential duties include opening/closing accounts, processing transactions, resolving discrepancies, and guiding members on loans, deposits,

Qualifications

• High school graduate or equivalent.
• Knowledge of basic word processing, spreadsheet applications, and understanding of credit union products and services.
• One to two years of related experience.
• Excellent communication skills.
• Ability to analyze accounts.
• Attention to detail.
• Well organized.
• Ability to assist and teach others.

Responsibilities

• Interview members to obtain information and explain available ECU financial services to meet the member’s needs.
• Gather information needed to complete loan requests or extensions, providing terms and conditions per ECU policy.
• Assist members with opening or closing Credit Union accounts, products, or services.
• Provide members with account status, including current balances and loan payoffs.
• Analyze, research, and resolve problems and discrepancies related to member accounts and inquiries.
• Accept deposits, withdrawals, transfers, CD transactions, and loan payments.
• Assist members with completing loan or other financial service applications.
• Process various monetary transactions and maintain account information.
• Identify opportunities to promote Credit Union products and services based on member needs.

Skills

Excellent communication

Analyze accounts

Attention to detail

Well organized

Teach others

Customer service

Education

High School diploma or equivalent

Tools

Word processing

Spreadsheet software

Job description

The Member Service Specialist’s role is to provide a single source of excellent service by assisting our members with their financial needs. An MSS's responsibilities include teller functions, recommending appropriate credit union products and services, assisting with opening accounts, and effectively assisting with other member transactions. The heart of the Member Service Specialist’s role is to encourage our members to learn more and live more.

Work Hours:

Monday - Friday

7:30 a.m. - 4:00 p.m.

Knowledge and Experience

• Education/Certification
  • High School graduate or equivalent.
• Required knowledge
  • Knowledge of basic word processing, spreadsheet applications, and understanding of credit union products and services.
• Experience
  • One to two years ofrelated experience.
• Skills/Abilities
  • Excellent communication skills.
  • Ability to analyze accounts.
  • Attention to detail.
  • Well organized.
  • Ability to assist and teach others.

Qualifications and Work Environment

• Ability to read, write and comprehend instructions, correspondence, memos, and effectively present information to members, vendors, and employees of the organization.
• Ability to perform basic math skills including the ability to compute rate, ratio, and percent and to interpret bar graphs.
• Ability to use and understand current business software applications and able to troubleshoot and repair basic computer problems.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• 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.
  • Frequently required to sit, talk, stand, walk, climb or balance, stoop, kneel, crouch, or crawl.
  • Ability to use hands and fingers, handle and feel objects, and reach with hands and arms.
  • The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
  • Vision requirements include the ability to see close, far, see color, peripheral vision, depth perception, and ability to adjust focus.
  • Occasionally exposed to moving mechanical parts; high, precarious places; risk of electrical shock; and vibration.

Essential Duties and Responsibilities

Essential duties and responsibilities include but are not limited to the following:

• Interviews members to obtain information and explain available ECU financial services to meet the member’s needs
• Gathering member information needed to complete loan requests or extensions, providing members with terms and conditions according to ECU loan policy
• Assists members with opening or closing Credit Union accounts, products, or services
• Provides members with account status, including current balances and loan payoffs
• Analyze, research, and resolve problems and discrepancies related to member accounts and/or member inquiries
• Accepts deposits, withdrawals, transfers, CD transactions, and loan payments
• Assists members with completing loan or other financial service applications
• Process various monetary transactions and maintain account information
• Identify opportunities to promote Credit Union products and services based on the member's needs.
• Obtains credit records from credit reporting agencies.
• Comply with regulations relating to financial products and services
• Processes member's applications for credit, reviews credit reports, reference checks, and other information pertinent to loan applicant's credit evaluation, verifies employment, and analyzes applicant financial status, credit, and asset evaluation to determine thefeasibility of granting loan request.
• Presents loan requests to underwriting for approval and completes any corrections disclosed by underwriting when necessary
• Communicates loan approval or denial of members' requests for loans and extensions. Counsels members on denials explaining why and under what terms and conditions a future loan request would be approved.
• Compiles loan packages and facilitates the negotiation of loan structures with applicants, including fees, loan repayment options, and other credit terms.
• Resolves member complaints involving loan decisions or errors on their accounts.
• Follow up with members on the closed loan report to regain business.
• Return all member phone calls/voice mails by the end of the work day.

General Duties and Responsibilities

General duties and responsibilities include but are not limited to:

• Maintains ongoing communications with Management, informing them of all pertinent problems, irregularities, new developments, changes, and other important information within area of responsibility.
• Cooperates with other department personnel to ensure a "team effort" and prompt member service.
• Promotes and maintains a positive image of the credit union to assigned personnel, members, and the community.
• Follows safety and security rules and regulations.
• Ensures that all information and transactions regarding credit union operations and members are kept confidential.
• Maintains the security of the work area and keeps it organized and neat in appearance.
• Maintains current knowledge of credit union philosophy, plus all credit union services and policies.
• Cross-sells credit union products and services.
• Participates in continuing education as approved by Senior Management.
• Protects and respects credit union equipment and supplies.
• Attends meetings as required.
• Adheres to ECU Employee Personnel Policy and Guidelines Handbook.
• Performs other duties as assigned by Senior Management.