Member Service Specialist Jobs (NOW HIRING)

Job Description Statement

The Member Service Specialist creates exceptional member experiences by delivering accurate, efficient, and personalized service while building trusted financial relationships. This position serves as the primary point of contact for many member interactions and is responsible for identifying member needs, providing appropriate solutions, protecting member information, and ensuring every interaction reflects Champion Credit Union's commitment to service, operational excellence, and community.

Credit Union Branch Staff Standards

• Represents CCU in a courteous and professional manner.
• Build and maintain positive relationships by providing consistent, service-focused support.
• Follows all operational and security procedures, including dual-control functions and branch opening and closing procedures.
• Maintains expert knowledge of credit union products and services and exhibits confidence to educate members and recommend appropriate financial solutions.
• Promote and cross-sells products and services based on member needs.
• Protects member information and maintains confidentiality at all times.
• Ensure that the Credit Union's quality reputation is maintained and protected.
• Maintain a clean, secure, and well-maintained work environment.
• Creates a culture of ownership by ensuring member concerns are resolved accurately, promptly, and with a focus on one-touch resolutions whenever possible.
• Works collaboratively with team members and other departments to ensure consistent service delivery.
• Participates in meetings, trainings, and organizational initiatives as required.

Essential Duties and Responsibilities

• Processes financial transactions accurately and efficiently while maintaining a strong focus on member education, fraud prevention, and service excellence.
• Balances daily transactions and verifies cash totals; Investigates and resolve discrepancies as needed.
• Maintains a high level of fraud awareness by recognizing unusual activity, asking thoughtful questions, and following established procedures to protect members and the credit union.
• Complete all required documentation accurately, thoroughly, and in accordance with credit union policies and regulatory requirements.
• Assumes responsibility for establishing and maintaining effective working relationships with area personnel and management.
• Continuously develops knowledge of credit union products, services, policies, technology, and regulatory requirements to better serve members and support branch success.
• Educates members on digital services, self-service tools, and financial resources that improve convenience and strengthen their relationship with Champion Credit Union.
• Creates positive first impressions by welcoming every member with professionalism and a commitment to delivering an exceptional experience.
• Demonstrates curiosity by asking thoughtful questions, identifying opportunities to help members, and seeking continuous improvement.
• Ensure compliance with all applicable regulations, including BSA, OFAC, the Patriot Act, and all state and federal laws.
• Performs additional duties assigned by supervisor.

Supervisory Responsibilities

None.

Required Performance Skills/Abilities

• Strong organizational and time management skills with the ability to manage multiple priorities.
• Demonstrates a polished, professional appearance in accordance with company dress code standards.
• Proficiency in core systems and standard office technology.
• Ability to collaborate with all levels and departments of the organization.
• High attention to detail and commitment to accuracy.
• Strong communication skills, both verbal and written.
• Ability to build and maintain positive relationships with members and coworkers' ability to adapt to changing priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to travel between branch locations as needed.
• Demonstrates professionalism, integrity, and ethical behavior.

Education and/or Experience

• High school graduate or equivalent.
• Previous customer service preferred.

Certificates, Licenses, Registrations

• None required.

Physical Demands

The physical demands described are representative of those necessary to successfully perform the essential functions of this job. Reasonable accommodation may be made in accordance with applicable laws.

• Regularly required to sit and/or stand.
• Frequent use of hands to operate standard office equipment.
• Occasional walking, speaking, and hearing.
• Ability to lift and/or move up to 30 pounds occasionally.
• Requires close vision and the ability to adjust focus.
• Ability to travel and work overtime as needed.

Work Environment

The work environment characteristics described are representative of those necessary to perform the essential functions of this job. Reasonable accommodation may be made in accordance with applicable laws. Work is typically performed in a moderate-noise office environment.

Intent and Function of Job Descriptions

This job description outlines the primary responsibilities and minimum qualifications for the role and is not intended to be all-inclusive. Additional duties may be assigned as needed.

In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to enable qualified individuals to perform the essential functions of this position

Job descriptions do not constitute a contract of employment. At Champion Credit Union, employment is at-will and may be terminated at any time, for any reason not prohibited by law.