Members First Credit Union is seeking a Member Specialist I (Universal Teller) for our new Bay City Branch. Do you enjoy creating exceptional member experiences through meaningful conversations and problem-solving? Are you passionate in assisting in member's financial well-being? Help us open our new branch and encourage a better tomorrow in Bay City!
We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!
Member Specialist I
Non-Exempt
Reports to: Branch Leader
The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.
- “We empower people in their journey of wellbeing.”
- Deliver high-quality member service primarily through transactional support on the teller line while supporting existing member relationships.
- Process member transactions efficiently and accurately, assists members with adding deposit and checking products to existing memberships, and support relationship growth through referrals, service excellence, and education
- Operate within a universal branch model, support digital queues, and outbound engagement when in-branch traffic allows.
- Provide in-depth service, coaching, and product explanations with members.
- Know the credit union’s full suite of products and services, consistently deliver on standards and procedures, and take consumer loan applications.
- When applicable, mentor team members on Member Specialist role.
- Independently receive and process member financial transactions including deposits, withdrawals, transfers, and loan payments; follow check procedures, check/cash handling processes, and ensure accuracy in all transactions.
- Engage members in in-depth dialogue when appropriate—motivating, influencing, educating, and advising on financial wellbeing (including product/service recommendations, openings, closures, and troubleshooting).
- Educate and support members to utilize digital tools such as the MFCU Online Banking Portal; reinforce self-service confidence by helping members navigate available tools, channels, and next-step solutions.
- Perform advanced member service at the teller line including adding joint owners to accounts, opening additional products for existing members, and processing account maintenance requests.
- When needed, move a member into an office to assist with adding a product or providing financial coaching.
- Take consumer loan applications and complete required intake steps according to standards and operating procedures.
- Complete and actively participate in the SME training program with support departments including but not limited to Cards, Fraud, and Q2.
- Maintain workstation readiness and compliance documentation; complete required logs and reports; follow established security and key control procedures.
- Participate in cross-training toward Member Specialist II responsibilities; when applicable, mentor MSRs.
- This position is an in branch/office role, must be available to work 8 a.m. to 5 p.m. M-F, Saturday business hours as scheduled, and some outside of normal working hours for meetings and/or education/trainings
- Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1
The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.
- Provide member service and teller operations: process deposits, withdrawals, payments, transfers, check cashing, official checks, money orders, cash advances, and related teller transactions.
- Balance, audit, and maintain the working order of cash entities and cash-handling equipment, including cash drawer, TCRs, ATMs, cash counters, and related systems.
- Maintain compliance with Check 21, negotiable instruments, NACHA, BSA, and OFAC.
- Identify and escalate suspicious or fraudulent activity.
- Add joint owners to accounts.
- Open additional checking and savings accounts for existing members.
- Change account types and process account maintenance requests.
- Assist members with debit card orders, stop payments, account research, and file maintenance.
- Recognize when member needs should be transitioned to higher-level branch partners for expanded account, lending, or advisory solutions.
- Support relationship and financial wellbeing engagement by building relationships with current and new members; recommending products and services that help fulfill financial needs and goals.
- Identify and consistently refer products and services that meet branch growth targets including deposit, digital, lending, mortgage, and investment opportunities.
- Complete outbound onboarding and relationship-deepening calls when traffic permits.
- Support online lending and new account queues when assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.
- Strive to exceed credit union, department, and personal goals
- Deliver prompt, professional, and accurate service.
- Complete all tasks accurately and efficiently, with minimal errors.
- Prioritize member-facing activity during downtime and contribute to a team-based universal model.
- Demonstrate adaptability, sound judgment, and a strong service mindset in a fast-paced universal environment.
- Working knowledge of credit union products, services, policies, and procedures.
- Willingness to work flexible hours, attend meetings, and travel as business needs require.
- Commitment to inclusion, belonging, and member financial well-being.
- Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.
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.
- Ability to move or transport up to 50 pounds.
- Able to remain stationary for 2-4 hours at a time.
- Must maintain a neat and orderly work area.
- Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
- Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.
- Minimum high school graduate or equivalent.
- A minimum of one year up to three years of similar or related experience.
- Working knowledge of all credit union products and services.
- Experience operating a personal computer
Required
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1 - 3 years: Similar or Related Experience
Required
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
