As a member of the Member Connections department, the Member Services Specialist assists members and potential members with their membership account needs. Explains services, cross sells products and services and manages specific deposit operations. Also provides clerical and administrative support and reporting needed to the Member Connections Manager.

Essential Functions & Responsibilities:

• Primarily takes phone calls, answers deposit operations, loan and card services questions. Identifies cross-sell opportunities and cross-sells products and services to members.
• Facilitates the Electronic Services and Cards Services programs. Electronic services includes responding to electronic services communications from members and serves as an Administrator for programs related to Digital Banking. Card Services includes debit card and credit card resolutions, processing member disputes, processing card reports, and more. Identifies cross-sell opportunities and cross-sells products and services to members.
• Processes ACH and draft exceptions; maintain efficiency and accuracy with postings and review of reports.
• Provides support to the Member Connections Manager for Credit Union related programs ensuring that the Credit Union is in compliance with all forms filed and file maintenance on accounts is accurate and up-to-date.
• Performs other related duties as assigned.

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Performance Measurements:

• Provide prompt, accurate, courteous, friendly, timely and professional service to all members.
• Process member transactions with minimal errors.
• Develop, improve and maintain knowledge and skills in all products and services.
• Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
• Discuss all products and services with members and identify additional products or services that may benefit the member.
• Processes ACH and draft exceptions; maintain efficiency and accuracy with postings and review of reports.
• Support the Credit Union's IRA program; submit documentation to the Credit Union's 3rd party, renew certificates and ensure all paperwork and file maintenance is accurate.
• Support the Credit Union's CD program; renew certificates and ensure all paperwork and file maintenance is accurate.
• Respond to member needs in regards to electronic services.
• Provide support in processing loan skip-a-pays, deposit account verifications and more.
• Support and demonstrate commitment to the Credit Union’s mission, vision and value statements; cultural charter and member experience expectations.