Member Service Specialist II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

2201

Grade:

14H

Status:

Non-exempt

POSITION AND PURPOSE

Provide members the highest level of service available in an efficient and courteous manner. Process monetary transactions within assigned limits, maintain accurate records and balance each day's transactions in accordance with established policies and procedures. Proactively engage with members to identify products and services designed to assist them in achieving their financial goals. Answer questions, and direct members to appropriate department for specialized services.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

At Golden 1, we believe in investing in our people. When you join our branch team, you’re not just starting a job – you’re building a career. We prioritize internal promotions, professional development, and ongoing training to help grow and succeed.

You’ll have an opportunity to build meaningful relations with members, provide trusted financial guidance, and make a real impact in your community.

If you’re passionate about service, growth and making a difference, we’d love to have you on our team!

THE WORK

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Processes and audits financial transactions including deposits, withdrawals, transfers, payments and general ledger entries while maintaining a cash drawer.

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Provides Golden 1 services to member, including but not limited to cashier’s checks, money orders, savings bonds, wire transfers and transactions, additional sub-shares, and debit card issuance.

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Assesses members needs while processing transactions.

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Identifies opportunities to help members relative to Golden 1 product or service offerings and documents in EnAct system.

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Identifies and report fraudulent activity to management and Financial Investigations dept., in accordance with current procedures to prevent potential loss to the credit union.

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Assists in the proper operation of the ATM and Teller Cash Dispenser Units including, but not limited to, replacing receipt cartridge, clearing a blockage, etc.

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Assists MSS III and above with open and close responsibilities, as needed.

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Activates alarm.

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Verifies signature cards in ECM (Enterprise Content Management).

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Check acceptance approval within assigned limits.

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Ensures confidentiality of all member and credit union information.

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Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures for teller functions.

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Performs additional responsibilities essential to the operations of the branch (TCR, SBO, Safe deposit box, etc...), as needed.

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Opens deposit and specialty accounts (e.g., Roth IRA) and identifies members’ financial service needs to ensure members are provided with meaningful financial solutions.

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Mentors and advises MSSIs.

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Engages in consultative dialogue with members to identify current and future financial needs and documents in EnAct system.

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Enroll members in the different channels that Golden 1 uses: online, mobile, etc.

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Refer lending needs to MSS III and/or business partner.

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Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) required

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1+ years year of prior experience in a cash handling service oriented role required

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6+ months as a Member Service Specialist I or teller role at Golden 1 or another financial institution preferred

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Functional:

* Excellent oral and written communication skills. Advanced knowledge in the following areas: Federal Rules and Regulations as applied to credit unions, G1 products (consultative), fulfillment (with Subshares) and deposit services, employee handbook, Knowledge Base (G1 policies and procedures), cash handling, teamwork, customer service.

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Technical:

* Basic knowledge in the following systems/applications: Microsoft Office (Word, Excel, Outlook and PowerPoint), eFunds, Bridger, Card @ Once, EnAct (referrals, uncovering opportunities and reviewing balances), ECM, Springboard, DSUI / TNav, Wire Exchange, SBO, HRIS (ADP), Concur, Relationship Manager.

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Proficient adding profiles and updating tasks, activities and notes in EnAct. Proficient in Maestro.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Participates in team meetings. Frequent routine verbal and written communication with the following departments: Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, MSSI Training.

EXTERNAL:

Frequent transaction related interactions and consultative conversations with members. May be required to sign-in outside vendors and visitors as needed.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.