Member Specialist / Subject Matter Expert

Position Overview

Patient and friendly, a successful Member Experience Representative and SME has excellent people skills and enjoys solving problems. This individual is a role model to their peers and has enthusiasm for helping others. He/she will serve as a resource for member experience representatives and are critical to positively impacting the member’s experience through training and mentoring efforts. Additionally, this individual is responsible for providing members with exceptional service by listening to members’ requests, handling transactions, and providing a soft-hand-off to appropriate team members when necessary. Promoting the credit union products and services to applicable member situations is an important aspect of this position.

Position Overview:

A successful Member Specialist is patient, friendly, and possesses excellent interpersonal skills, with a passion for serving members. This position is dedicated to empowering and equipping members with the tools they need for financial success.  These individuals maintain a positive, composed demeanor and thrive under pressure. Serving as the first point of contact, they play a vital role in shaping the member's experience and building trust-based relationships with the credit union. Member Specialists are responsible for delivering outstanding service by listening to members' needs, processing accurate transactions, completing account maintenance meticulously, and seamlessly transferring members to the appropriate team members when necessary. The Member Specialist also makes referrals for products and services that align with members' specific needs. Promoting credit union products and services in response to members’ situations is a key aspect of the role. This position is able to earn monthly incentive based on performance metrics.

Key Responsibilities:

• Interact with members utilizing the credit union service standards: greet members in-person to respond to their needs and concern(s).  Deliver high-quality member service, listening to members’ requests and working to find the appropriate solution.  Providing a soft-hand-off to the appropriate person or department as necessary.
• Process and verify transactions, including deposits, withdrawals, purchases, transfers, and payments.
• Responsible for managing and balancing a cash drawer in accordance with established cash handling and balancing procedures.
• Establish strong relationships with members by proactively asking questions and taking a needs-based approach when recommending credit union products and services. Identify opportunities to support members' financial needs during transaction processing and make appropriate suggestions or referrals based on Mainstreet Credit Union's offerings.
• Perform Membership account maintenance on accounts (Instant Issue debit cards, wires, stop payments, etc.)
• Maintain an up-to-date and comprehensive knowledge of credit union products and services that are handled by this position.
• Keep a current and foundational understanding of all credit union products and services to ensure accurate referrals and seamless hand-offs
• Promote and uphold a positive image of Mainstreet Credit Union to both current and prospective members, as well as the community.
• Maintain a solid understanding of relevant state and federal laws and regulations related to credit union compliance, including the Bank Secrecy Act, anti-money laundering, and elder financial abuse laws applicable to the role. 
• Ensure that established individual minimum performance standards (MAPS) and branch goals are actively pursued and consistently met or exceeded.
• Must have the flexibility to work during the necessary business hours. This includes opening and closing the branch and assisting other staff in completion of daily activities, as needed. 
• Must be available and willing to travel to such locations and with such frequency as determined necessary or desirable to meet the business needs of the credit union. 
• Perform other duties as assigned by supervisor or manager.

Required Qualifications

• High school diploma or general education degree (GED).
• One month to twelve months prior experience working in retail or financial environment to include cash handling preferred
• Capable of providing exceptional service while building rapport with members and prospective members.
• Excellent communication skills allowing for positive interactions with members.
• Ability to confidently make recommendations and referrals for credit union products and services, ensuring members receive the most relevant solutions to meet their financial needs.
• Thrive in a fast-paced environment with the ability to prioritize multiple tasks daily.
• Ability to handle cash with speed and accuracy.
• Exhibit enthusiasm and professionalism along with a high level of ownership and accountability.
• Understanding and use of good judgment.
• Relevant computer skills and ability to acclimate to required systems with speed and accuracy.

Physical Requirements

• Regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.  Frequently required to walk and stand.  Occasionally required to stoop, kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Does require occasional lifting, up to 50 pounds