La Capitol's culture is rooted deep in our core values. We commit ourselves to giving outstanding service. We believe that it is an honor and a privilege to serve our members, and we pride ourselves in making them our top priority.
Our mission is to improve the financial well-being of our members! This is our focus and passion. However, this passion cannot be sustained without employing the best people around. Companies like to talk about their talent, but at La Capitol Federal Credit Union, we like to demonstrate our passion in the way we do our jobs. Simply put, we expect the best and look for the best from our employees. Purpose, drive and yes, passion; they are all here. If you are looking for that kind of energy and vision, we are always looking for great people!
At La Capitol FCU, we don’t just offer our employees a job; we offer career opportunities. Do you want to be the newest member of our team? Apply now if so!
The Member Service Specialist (MSS) assists members with their financial needs by delivering exceptional service. Responsibilities include receiving and processing loan applications, opening deposit accounts, maintaining current knowledge of all products and procedures, and reviewing member accounts and/or consumer reports to identify opportunities for cross-selling products that enhance members’ financial well-being.
MSS team members maintain positive attitudes, serve as effective problem-solvers, and collaborate with other credit union departments as directed by management.
Essential Duties and Responsibilities:
1. Possesses adequate product knowledge as measured by the annual product knowledge certification assessment.
2. Represents the credit union to members in a courteous and professional manner, provides prompt, efficient and accurate service. Must be able to maintain a professional image at all times.
3. Provides outstanding member service in a timely manner through multiple channels, including but not limited to email, face to face interaction, and telephone.
4. Provides specific service-related information concerning credit union services and policies.
5. Is fully informed of policies and procedures regarding credit union products and services.
6. Accepts accountability, maintains accuracy and ensures security of member information.
7. Achieves minimum standards and expectations related to product sales, cross-sales and funding.
8. Addresses member complaints and requests, assist with the completion of forms, such as direct deposit and payroll.
9. Opens new accounts and services existing accounts.
10. Works all account queues in a timely manner as outlined in minimum expectations standards.
11. Completes all necessary paperwork, including sending new member letters, internal documents, and reports.
12. Checks new account paperwork completed by others for accuracy.
13. Places check orders for members.
Maintains contact with new members regarding products, services, and customer service experiences.
15. Processes loans, including origination, signing loan documents, and placing follow-up calls.
16. Promotes credit union products and services through public relations activities at off-site new and existing member locations.
17. Provides information to members on investment alternatives.
18. Provides support to the Member Services department by balancing ATMs, working the vault, and making night deposits as needed.
19. Provides backup Member Services by operating a cash drawer as necessary.
20. Provides backup to Phone Center/Engagement Center as necessary
21. Assists with office reports such as, but not limited to, negative balance, no birth dates, delinquent loans, and NSF reports.
22. Supports Credit Union service initiatives, such as the Lender Development program, to cross-sell credit union products and services to meet member needs.
23. Communicates member feedback to various teams—including technical and marketing departments—in order to improve the overall member experience
24. Understands compliance issues and attends training as they relate to credit union services, including, but not limited to: Bank Secrecy Act, Reg P, and Patriot Act
Education and/or Experience:
Bachelor's degree (B.A.) from a four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Disability insurance
- Health insurance
- Paid sick time
- Paid time off
- Vision insurance
Work Location: In person
