Member Support Specialist I

SUMMARY: This position is primarily responsible for serving as the main point of contact for members contacting the Credit Union regarding financial services and products, deposit and loan account maintenance and online banking support. This position is also responsible for assisting with various back office operation duties. Candidates are expected to live within one hour of a First Flight Branch for operational purposes. Position will be made hybrid/remote after a successful training and competency level have been reached. ESSENTIAL DUTIES AND RESPONSIBILITIES: Core duties and responsibilities include the following. Other duties may be assigned. Accept inbound calls and online chats from members. Research and troubleshoot member inquiries in a professional, courteous and timely manner. Perform account transactions and maintenance according to member requests and Credit Union policies and procedures. Assist in various back office operations tasks such as processing online account applications, reviewing mobile deposits, responding to asset verification requests and maintaining account classifications. Process loan payments received by mail, phone and online. Cross-sells appropriate product via the telephone. Creates and updates procedures and monitors for accuracy on an ongoing basis. Collect and scan appropriate paperwork and account documents as needed and in accordance with the Credit Union's record retention policy. Serve as back-up to coworkers when needed. Other duties as assigned. SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities. COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies: Analytical - Collects and researches data; Uses intuition and experience to complement data. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason even when dealing with emotional topics. Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments. Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions. Written Communication - Writes clearly and informatively; Varies writing style to meet needs; Able to read and interpret written information. Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit. Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness. Business Acumen - Understands business implications of decisions. Diversity - Shows respect and sensitivity for cultural differences. Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values. Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values. Judgment - Displays willingness to make decisions; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process. Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality. Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity. Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly. Adaptability - Adapts to changes in the work environment; Manages competing demands. Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Asks for and offers help when needed. BUSINESS RELATED CONTACTS: All members who contact the credit union, Operations department, Lending department, Accounting department, Retail branches. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE: Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience in a similar role. LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY: Intermediate Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. COMPUTER SKILLS: To perform this job successfully, an individual should have knowledge of Word Processing Software, Internet Software, and Spreadsheet Software. OTHER SKILLS AND ABILITIES: Ability to type and operate a computer and utilize other office equipment PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to touch, handle, feel and reach with hands and arms. The special vision requirements for this position include: Close vision (clear vision at 20 inches or less); Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)]. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. [Insert here] The noise level in the work environment is usually moderate.

Created: 2025-03-21