Member Service Specialist at GreenState Credit Union – Marion, Iowa

Overview

The primary duties/responsibilities of the Member Service Specialist (MSS) include quality, responsive, and professional member service to all members and staff of GreenState Credit Union in all daily transactions and inquiries. Provides information and/or answers questions regarding transactions and all Credit Union products and services. This position is the front line to our members and the face of the credit union. Service starts with this key role and they are our service champions. The qualified candidate will be member focused, show excellence in accuracy and all their work, demonstrate integrity, share one vision through teamwork and continually look for improvement within their role.

GREENSTATE CULTURE:

At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now and in the future—is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.

Pay range for this hourly position is $21.46 - $25.08/hr with a monthly incentive opportunity and a progressive benefits package.

Responsibilities

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:

1. Adheres to the Credit Union Service Standards in carrying out GreenState's mission and vision.
2. Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
4. Ensures confidentiality of member information.
5. Supports a diverse and inclusive work environment.
6. Ensures confidentiality of members account records and account information. Request identification whenever necessary and provide account information to only those members listed as primary or joint owners.
7. Acts as a leader and role model; assists in training and mentoring new/existing employees
8. Serves as a deposit specialist including Certificate of Deposits, Individual Retirement Accounts, and Money Markets.
9. Proactively assists ACE team with daily work as needed.
10. Assists MSR’s with daily work including balancing and reconciliation of offages including coin, cash advances, and debit card inventory.
11. Monitors and manages the vault including vault cash advances/turn-ins, balancing, and securing at end of day. Ensure that sufficient, but not excessive, funds are always on hand.
12. Assists in security procedures. Has access to and is accountable for office keys and combinations.
13. Makes weekly outbound service and sales calls to members.
14. Answers member questions or refer members to appropriate departments or supervisors.
15. Assists with member account discrepancies, statement problems, complaints and escalates as necessary.
16. Performs member transactions including; deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, wire transfers, and promotional sales materials.
17. Handles member account maintenance such as online banking, name changes, notaries, safety deposit boxes, fraud/disputes, loan deferments, auto pays, deceased member accounts, and any updates or adjustments to accounts.
18. Educates members and staff of the features and benefits of all products and services.
19. Profiles and refers products and services that benefit members to achieve team goals.
20. Conducts monthly cash dispenser/recycler audits and quarterly safety deposit box audits.
21. Accepts and examines checks for endorsements and negotiability. Determine availability of funds based on regulations and policy. Place holds on accounts for uncollected funds when necessary, provide member with the proper documentation.
22. Participates in Opening and Closing procedures. Processes mail and night deposit transactions to ensure accuracy. Organize the MSR area and ensure all confidential information is secured at the end of the day.
23. Assist Member Assistance Center (MAC) with taking overflow calls.
24. Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events.

Qualifications

1. Must have at least two years of similar or related experience or 12 months in an MSR role with knowledge of all credit union accounts and products with proven ability to handle a wide variety of functions quickly and accurately.
2. Interpersonal skills representing the Credit Union in a positive way.
3. High energy with the ability to approach individuals to engage in conversation, build rapport, establish and maintain member loyalty.
4. Thorough knowledge of deposit products, services, regulations and NCUA insurance limits.
5. Accuracy in the handling of cash, recording daily transactions, and attention to detail.
6. Proper telephone manners and techniques.
7. Ability to work with minimal direction and exercise sound judgment.
8. Member account problem-solving skills.
9. Proficiency with related computer applications, spreadsheets, word processing, and database applications.
10. Ability to develop and maintain effective working relationships as a cohesive team.
11. High school diploma or the equivalent (i.e. GED).
12. Cash handling, sales, and customer service experience desired.
13. Must be bondable.
14. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.