Member Specialist II - Wyandotte

About Mainstreet Credit Union

Why Work for Mainstreet Credit Union?

Mainstreet Credit Union has consistently provided stability for employees and members over the span of more than 70 years. Not to mention, Mainstreet Credit Union aims to be the financial home to every member. We continue to strive for a welcoming culture, where our employees are knowledgeable, helpful, and accountable for their position within the team. To achieve this vision, we provide continued training and development opportunities, as well as a friendly environment where members and employees can feel at home. Being a not-for-profit organization, we keep business simple and real. We enjoy sharing in our community, and we always find the most effective way to serve our members and provide full pay and benefits for our employees, even through uncertain times.

In addition to our friendly and welcoming environment, we offer our employees:

• Day-time hours that provide for a healthy work-life balance
• Three weeks of PTO in the first year with a generous annual PTO carryover plan
• A wide variety of insurance options for health, dental, and vision
• 401k with company match
• Company provided life insurance and long-term disability
• Special product perks for employee

Company Expectations

In the performance of their respective responsibilities, all employees are expected to perform the following:

• Predictable and reliable attendance as required to successfully perform the duties of the position.
• Foster a positive and supportive work environment conducive to the credit union’s culture initiatives by adhering to Mainstreet Credit Union’s service standards and values.
• Ability to perform job expectations in an accurate and efficient manner.
• Complete required new hire, on-the-job and additional training as indicated by management and company policy.
• Comply with all Mainstreet Credit Union policies and procedures as communicated in the Employee Handbook or elsewhere.

Position Overview

A successful Member Specialist II is patient, friendly, and possesses excellent interpersonal skills, with a passion for serving members in person, over the phone or virtually. They are dedicated to empowering and equipping members with the tools they need for financial success. They prioritize assisting members in person at the branch, but if no in-person members are present, they are expected to support the Member Assistance Center (MAC) with inbound member communications (phone and chat). They maintain a positive, composed demeanor and thrive under pressure. Serving as the first point of contact, they play a vital role in shaping the member's experience and building trust-based relationships with the credit union. Member Specialist II’s are responsible for delivering outstanding service by listening to members' needs, processing transactions and opening secondary accounts accurately, completing account maintenance meticulously, and seamlessly transferring members to the appropriate team members when necessary. They also make referrals for products and services that align with members' specific needs. Promoting credit union products and services in response to members’ situations is a key aspect of the role. This position is able to earn monthly incentive based on performance metrics.

Key Responsibilities

Interact with members utilizing the credit union service standards: greet members in-person or via phone, to respond to their needs and concern(s). Deliver high-quality member service, listening to

• members’ requests and working to find the appropriate solution. Provide a soft hand-off to the appropriate person or department as necessary.
• Process and verify transactions, including deposits, withdrawals, purchases, transfers, and payments.
• Responsible for managing and balancing a cash drawer in accordance with established cash handling and balancing procedures.
• Establish strong relationships with members by taking a needs-based approach when recommending credit union products and services. Identify opportunities to support members' financial needs during transaction processing and make appropriate suggestions or referrals based on Mainstreet Credit Union's offerings.
• Perform Account maintenance on accounts for existing members (account ownership, opening secondary accounts, wires, stop payments, etc.)
• Maintain an up-to-date and comprehensive knowledge of credit union products and services that are handled by this position.
• Keep a current and foundational understanding of all credit union products and services to ensure accurate referrals and seamless hand-offs
• Promote and uphold a positive image of Mainstreet Credit Union to both current and prospective members, as well as the community.
• Perform membership maintenance as necessary and required.
• Maintain a solid understanding of relevant state and federal laws and regulations related to credit union compliance, including the Bank Secrecy Act, anti-money laundering, and elder financial abuse laws applicable to the role.
• Ensure that established individual minimum performance standards (MAPS) and branch goals are actively pursued and consistently met or exceeded.
• Must have the flexibility to work during the necessary business hours. This includes opening and closing the branch and assisting other staff in completion of daily activities, as needed.
• Must be available and willing to travel to such locations and with such frequency as determined necessary or desirable to meet the business needs of the credit union.
• Perform other duties as assigned by supervisor or manager.

Required Qualifications

• High school diploma or general education degree (GED).
• Twelve months prior experience working in retail or financial environment to include cash handling and providing exceptional service while building rapport with members/customers.
• Excellent communication skills allowing for positive interactions with members.
• Ability to confidently make recommendations and referrals for credit union products and services, ensuring members receive the most relevant solutions to meet their financial needs (in person and over the phone).
• Thrive in a fast-paced environment with the ability to prioritize multiple tasks daily.
• Ability to handle cash with speed and accuracy.
• Must successfully complete Advanced Member Specialist Training within six months.
• Exhibit enthusiasm and professionalism along with a high level of ownership and accountability.
• Understanding and use of good judgment.
• Relevant computer skills and ability to acclimate to required systems with speed and accuracy.

Physical Requirements

• Regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Frequently required to walk and stand. Occasionally required to stoop, kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Does require occasional lifting, up to 50 pounds