Member Service Specialist I

POSITION TITLE: Member Service Specialist I

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Member Experience Manager

POSITION PURPOSE

Delivers accurate, efficient, and personable service to every member through in-person, telephone and digital channels. Be a knowledgeable resource with resolving financial matters with care and professionalism, promotes products and services that support members’ financial well-being, and processes transactional and new account requests. This role requires a high level of adaptability and commitment to supporting organizational goals and initiatives.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Actively promote the Credit Union’s full line of financial services by asking appropriate questions, assessing member needs, and offering alternative solutions
• Open and maintain new accounts, ensuring proper documentation and identity verification.
• Process routine transactions including deposits, withdrawals, loan payments, check cashing, and account transfers accurately and in compliance with guidelines.
• Perform member request, including but not limited to the following: add and remove joint owners, order checks, issue stop payments, managing debit cards, account maintenance, ACH revocation, electronic service request and wire transfers
• Identify and escalate complex financial issues or suspicious activity as necessary.
• Maintain the confidentiality of member information and ensure compliance with credit union regulations and guidelines
• Assist in all areas of Teller operations including assigning work, peer training, and solving complex requests
• Serve as vault teller, to include ordering cash from the FED, verifying cash received, filling teller cash orders, maintaining vault security and balancing vault cash as required
• Foster a culture that promotes teamwork, service excellence and relationship building within the overall organizational footprint
• Perform other duties as assigned.

QUALIFICATIONS

REQUIRED EXPERIENCE

• Must be able to work in-person at assigned branch location
• Well-versed in financial institution regulations and compliance requirements

EDUCATION, CERTIFICATIONS & SKILLS REQUIRED

• Proficient in basic computer and banking software systems Strong professional verbal and written communication
• Ability to prioritize and manage multiple assignments while working independently and with minimal supervision
• Multilingual verbal and written skills preferred.

WORK SCHEDULE/REMOTE WORK

Hours: This is a full-time non-exempt position that is eligible for overtime pay after 40 hours in a work week. Office hours are 7:30 AM-4:30 PM (Monday-Thursday), 7:30 AM-5:30 PM (Friday), and the credit union is closed on weekends. Participation in credit union and community events is expected and may occasionally occur outside regular working hours.

Remote Work: This position is not eligible for a remote work schedule.

Baylor Health Care System Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.