Position Summary:

The Financial Services Specialist role is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. The Financial Services Specialist will deliver personalized service, making product and service recommendations after a thorough review of each member’s unique financial position. Financial Services Specialists respond to member requests while recommending additional products and services that elevate the member's financial wellbeing and perform these tasks with accuracy and efficiency. Financial Services Specialists are responsible for problem solving to find the optimal solution for the member while mitigating risk to the member and Credit Union. 

Work Arrangement: This position is scheduled for an onsite presence at the Traverse City Branches.

Schedule: 

• This position requires working a standard 40 hour week during Branch hours of operations
  • Monday - Thursday 8:45am - 5:45pm
  • Friday 8:00am - 6:15pm
  • Rotating Saturdays 8:45am - 1:15pm
• Employees work every other Saturday and receive a consistent day off during the week to offset their hours
• Scheduled hours could change based on business need and future department growth.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment. 

Compensation & Benefits:

• Starting at $18/hour dependent on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

Essential Duties and Responsibilities

Financial Services Specialist

• Provide superior member service by responding to members’ inquiries with urgency, process transactions accurately and with proficiency, personalizing interactions with recommendations of products and services specific to members’ unique needs.
• Identify and sell products and services, provide financial education to enhance the member experience, and achieve individual and departmental goals.
• Utilize outbound calling and cross-selling tools to further develop relationships with current members.
• Utilize department and Credit Union procedures to mitigate risk, ensuring that member requests and transactions are processed with accuracy, protecting both members and the Credit Union from loss.
• Manage time effectively while demonstrating initiative within the branch, consistently seeking opportunities for personal development and expanding knowledge to better serve members and the Credit Union.
• Utilize a variety of communication channels (e.g., in-person, email, team collaboration tools) to ensure clear, effective, and timely communication within the team and across the Credit Union.
• Actively promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage their finances with ease and confidence.
• Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners.
• Effectively handle escalations by taking ownership, de-escalating concerns with empathy and professionalism, and resolving issues to achieve superior service.
• Apply fraud detection strategies, taking steps to mitigate risks, protecting members and the Credit Union.
• Complete required departmental activities and trainings to ensure compliance with state and federal regulations, and Credit Union policies.
• Adhere to safety and security procedures regarding emergency situations, third party access to secure areas, and promptly communicate suspicious activity to leadership.
• Follow established processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity and adapting to change.
• Display adaptability and flexibility in meeting business needs based on member volume patterns at a branch or throughout the branch network.
• Consistently meet or exceed established performance metrics, contributing to the Credit Union’s goals and delivering a high standard of service.

Knowledge, Skills and Abilities

Financial Services Specialist:

• High School Diploma or Equivalent required.
• Follow proper balancing and cash handling procedures
• Regular and predictable attendance
• Demonstrate company core values
• Ability to work scheduled hours including, weekend and overtime, when applicable   
• Receptiveness to accepting and applying feedback
• Attention to detail
• Proficiency in member service
• Excellent listening skills
• Clear and effective communication skills
• Professional business etiquette and presentation skills, including maintaining a professional workspace
• Strong sales skills with identifiable results
• Critical thinking and problem-solving skills
• Effective use of fraud detection and prevention techniques
• Effective written and verbal communication skills
• Skills in de-escalating and resolving escalating member situations
• Adaptability and flexibility
• Analytical skills and the ability to work independently
• Math and general clerical aptitude
• Ability to multitask and prioritize
• Reliable and dependable
• Error free typing skills with emphasis on accuracy
• Functional knowledge of Credit Union or other financial institution systems, products, services, and procedures preferred
• High School Diploma or GED

Competencies

• Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate. 

Physical Demands and Work Environment

• May be required to remain in a stationary position for an extended period
• Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage
• Ability to move about inside of office area
• Exposure to potentially hazardous conditions, i.e., robbery, and follows detailed instructions and procedures to minimize the exposure
• The working arrangement for this position is onsite
• Ability to safely lift, carry, and move items as required for branch operations

Disclaimer

• Note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.
• MSUFCU is an affirmative-action, equal-opportunity employer.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.