Position: Univeral Banker - Member Services Specialist
Pay Range: $23.50 - $35.25
FLSA Classification: Non-Exempt
Who We Are: Foothill Credit Union is a full-service financial institution proudly rooted at the foothill of the San Gabriel Valley (SGV), serving members of our select employer groups (SEGs)-primarily in education, healthcare, and municipal government-as well as individuals, families, and more than 250 businesses in the SGV and surrounding areas.
Exceptional service is our promise to members. We've earned a prestigious five-star rating from Bauer Financial, placing us among the top institutions in our peer group. CUNA recognized us with the 2021 Member Benefits Top Performance accolade for delivering an average direct benefit of $690 per member household. During Q4 2024, we achieved the ranking in overall return of value to members (ROM) among peer credit unions ($700MM-$1B) in California, according to Callahan & Associates.
As a dedicated community advocate, Foothill actively partners with local businesses and organizations to support meaningful causes. Through events, sponsorships, and fundraising efforts, we actively give back to the individuals and groups that make up the core of our community.
Benefits and Perks:
About the Role: Serve as a knowledgeable consultant responsible for providing high-level support to members visiting a branch or calling through the contact center. The Member Services Specialist engages members and educates them about Foothill's products and services. Provide support to members by handling requests from routine to complex situations. Seek opportunities to provide members with new or underutilized products and services. Answer member questions regarding Credit Union products and services. Cross-selling services and performing related functions as required. Responsible for achieving established cross-selling goals and actively supporting organizational goals and promotions. Assist or refer members with any questions or problems; attend telephone inquiries and transactions for members. Accountable for improving personal knowledge of all Credit Union products and services, as well as Credit Union operations and compliance issues.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and/or ability required but may not be all-inclusive.
Provide assistance needed by members contacting the contact center or visiting a branch
Support the Credit Union by working at various locations and performing the duties of an MSR (Teller) or an MSC (Banker)
Provide an exceptional member experience, including making eye contact, welcoming and greeting members, and demonstrating willingness and interest to help through body language and a friendly tone of voice
Assist members with efficient, confidential, and professional financial transactions, including-but not limited to-deposits, withdrawals, transfers, account inquiries, account maintenance, account holds, fraud forms, debit/credit cards, loan payoffs, wire transfer requests, TCR/ATM balancing and general loan information
Consistently establish good rapport, explain solutions, define needs, and recommend action during each member interaction to meet the member's financial needs and improve the member's financial health
Answer intermediate questions and solve problems for members by listening to concerns, collecting data, securing solutions, and reporting results to the inquiring party
Process loan requests from all channels and conduct interviews for additional loan options and effectively comply with loan policies and procedures using Meridian Link
When opening new members' accounts, complete all onboarding activities effectively and efficiently
Complete required reports and records accurately and promptly; actively and professionally cross-sell credit union products and services
Print loan documents, collect signatures, and collect required documents to complete loan file
Take complete ownership of every interaction, whether it requires a callback, extended research, or assistance from other teams to complete the request
Keep members informed of Credit Union services and policies
Inform the supervisor/manager of area activities and significant problems; make and assist with implementing suggestions to improve policies, procedures, and member programs/promotions
Complete loan signings for a home equity line of credit or Home Advantage loans
Branch opening/closing as required
Experience/Education Requirements:
High school diploma or equivalent
A minimum of three (3) years in personal banking, preferably within credit union operations, working in departments such as New Accounts, IRAs, Lending, ATMs, etc.
Leadership experience preferred.
Preferable one (1) year as a personal banker.
Desirable certifications in the following areas:
IRA certified
Notary
NMLS
Required Knowledge:
Thorough knowledge of Credit Union products, services, and policies.
Understanding of Member Service Representative and Member Service Consultant job functions.
Must have an exceptional understanding of the banking regulations and statutes.
Other Skills and Abilities:
Excellent communication, customer service, and interpersonal skills
Ability to travel and provide coverage at all Foothill locations.
Solid math and clerical abilities
Problem-solving skills and a proactive mindset
Well organized with attention to detail
Bi-lingual Spanish preferred
Knowledge of Microsoft (i.e., Word, Excel, PowerPoint), other related computer applications, and business equipment, including 10-key and telephone.
Must be able to follow established credit union policies and practices and legal and regulatory requirements.
Ability to use discretion when handling confidential information.
Self-motivated and frequently demonstrates initiative.
Ability to maintain a good working relationship with all team members, members, and vendors and to use good judgment in recognizing the scope of authority.
Must be able to travel within the branch network regularly.
Must have a method of transportation when needed to carry out essential job-related functions; if operating a motor vehicle, must have a valid driver's license and proof of at least minimum automobile insurance coverage as required by the State of California.
Foothill Credit Union is an Equal Opportunity Employer. It does not discriminate against any team member or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Compensation details: 23.5-35.25 Hourly Wage
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