Member Services Specialist

Company: Foothill Credit Union
Location: Arcadia
Posted on: May 21, 2023

Job Description:

Description: Founded in 1958, Foothill is a not-for-profit, member owned $720 million-strong cooperative financial institution serving more than 30,000 members. Our focus is to provide quality member service to our 300+ SEGs, including six hospitals, fourteen school districts, two colleges, seventeen private schools, business, and municipalities in the San Gabriel Valley. Serving our members with excellence and exceeding expectations is at the forefront of our business, and we can happily share that Foothill has been ranked a five-star financial institution by Bauer Financial. Bauer only recommends institutions with four- and five-star ratings. We are amongst the highest of our peers. Foothill Credit Union is a community advocate and strives to partner with other businesses and organizations dedicated to community involvement. We often participate in events and fundraising efforts benefiting the schools and organizations we serve in order to give back to our members and community.AwardsCUNA 2021 Member Benefits Top Performance for delivering a direct benefit of $690 per member household.Summary: Serve as a knowledgeable consultant responsible for providing high-level support to members visiting a branch or calling through the contact center. The Member Services Specialist engages members and educates them about Foothill's products and services. Provide support to members by handling requests from routine to complex situations. Seek out opportunities to provide members with new or underutilized products and services. Answer member questions regarding Credit Union products and services. Cross-sell services and perform related functions as required. Responsible for achieving established cross-sell goals, actively supporting organizational goals and promotions. Essential Duties and Responsibilities: The MSS embraces the Credit Union's mission of "improving members' financial health and creating an exceptional member experience" and support the credit union's core values by always representing the Credit Union professionally, friendly, helpful, and timely manner. The job duties, responsibilities, and requirements represent the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

• Provide assistance needed by members contacting the contact center or visiting a branch
• Supports the Credit Union by working at various locations and performing duties of a teller, MSC, and/or provides coverage for the contact center. Reports to locations assigned by the Senior Branch Manager
• Provide an exceptional member experience including making eye contact, welcoming, and greeting members and demonstrating willingness and interest to help by body language and a friendly tone of voice. Monitors lobby traffic or calls in queue to ensure members are being helped in a timely and welcoming manner
• Assist members with financial transactions in an efficient, confidential and professional manner, including but not limited to deposits, withdrawals, transfers, accounts inquiries, account maintenance, account holds, debit/credit cards, loans payoffs, wire transfer requests and general loan information
• Consistently established good rapport, explain solutions, define needs and recommends action during each member interaction to meet the members financial needs and improve the members financial health
• Answer intermediate questions and solve problems for members by listening to concerns, collecting data, securing solutions, and reporting results to the inquiring party
• Process loan requests from all channels. Interviews for additional loan options, complies with loan policies and procedures using Meridian Link effectively
• When opening new members' accounts, through Meridian, completes all onboarding activities effectively and efficiently
• Complete required reports and records accurately and promptly; actively and professionally cross-sells credit union products and services
• Print loan documents, collect signatures and collect required documents to complete loan file
• Takes complete ownership of every interaction whether it requires a call back, extended research or assistance from other teams to complete the request
• Complete required reports and records accurately and promptly
• Keep members informed of Credit Union services and policies
• Keep supervisor/manager informed of area activities and significant problems; make and assist with implementing suggestions to improve policies, procedures, and member programs/promotion
• Attend meetings as required
• Assume responsibility for related duties as required or assignedRequirements:
  • High school graduate or equivalent
  • Minimum 3 years in personal banking, preferably within credit union operations working in such departments as: New Accounts. IRA's, Lending, ATM, etc.
  • Good understanding of Credit Union services and products
  • One year of Symitar and Meridian Link experience
  • Notary Services
  • Bilingual (Spanish/English) highly preferredPI216865029

Keywords: Foothill Credit Union, Arcadia , Member Services Specialist, Other , Arcadia, California