Senior Member Services Specialist (Bilingual Spanish Prefered)

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 Sr MSS is responsible for the day to day operations of a full-service branch. Provides total quality service by ensuring prompt delivery of services to the members in compliance with state and federal regulations and SkyPoint FCU policies and procedures. Maximizes the productivity of branch, assists in ensuring that all sales and service goals are met. Performs all duties of a Loan Interviewer/Processor, Member Services Specialist, and Call Center Agent as needed.

Responsibilities:

Manages daily operations

• Responsible for general maintenance, security, and safety of the branch.


• Assists with the ordering and verifying of currency shipments for the branch.


• Ensures that the branch balances all transactions at the close of each business day.


• Authorizes adjustments. Audits all negotiable items.


• Ensures all equipment is in proper working order.


• Promotes cross sales of the credit unions products and services.


• Ensures a trained, motivated, and professional staff capable of providing efficient and effective branch services while maintaining positive member relations.
  


• Monitors sales and service performance.


• Evaluates staff performance through observations. Focusing on new account member onboarding and loan pipeline management.


• Coaches and counsels’ staff monthly and completes Scorecards/Sales tracking.


• Maintains clear and consistent line of communication between members, staff, and support departments.


• Monitors service levels - lobby management and call monitoring.


• Reviews and assists with Online new accounts, online maintenance requests and loans.


• Attends business development activities to expand membership.


• Gives prompt, efficient, and accurate service to members. Processes all member transactions in person, by fax, e-mail, online and/or telephone.


• Opens new member accounts and provides information to new and prospective members by explaining and cross-selling Credit Union products and services.


• Provides accurate information to members regarding Credit Union services, products, policies, and procedures.


• Utilizes tact and experience-based knowledge to research and resolve member inquiries explaining specific policies, procedures, and products. Responds to member questions. Represents the Credit Union in a professional manner and maintains positive member relations.


• Interviews loan applicants gathers the required information for a credit application explaining loan options, rates, terms, and collateral requirements.

Desired Qualifications:

• Ability to work independently and in a team environment


• Working knowledge of savings and checking products, accounts and services


• May be required to participate and complete specialized training (in Business Services, IRA, MLO, notary, etc.), per business need


• Active listening skills to accurately respond to inquiries and account requests


• Organizational, planning and time management skills


• Research, analytical, and problem solving skills


• Effective skill building effective relationships through rapport, trust, diplomacy and tact


• Effective at exercising initiative and using good judgment to make sound decisions


• Maintains composure in a high production and changing environment


• Navigating multiple screens and PC applications and adapting to new technologies


• Effective skill performing mathematical calculations and working accurately with numbers


• Strong verbal and written communication skills