Member Services Outreach Specialist

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

THE DETAILS

Job Code:

12108

Grade:

16H

Status:

Non-exempt

POSITION AND PURPOSE

The Member Services Outreach Specialist is an outgoing and customer-focused professional responsible for building relationships within the local community and promoting the Credit Union's products and services. This role combines traditional teller responsibilities with community outreach efforts designed to attract new customers, increase membership, and strengthen the Credit Union's presence in the communities it serves.

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

You are a relationship-focused banking professional who enjoys connecting with people and making a positive impact in the community.

You are passionate about helping individuals and families achieve their financial goals by educating them on products, services, and solutions that meet their needs.

Through community outreach, networking, and exceptional customer service, you build trusted relationships, generate new memberships, and serve as a knowledgeable ambassador for the Credit Union.

THE WORK

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Customer Acquisition and Membership Growth

• Conduct outbound calls to prospective customers to introduce the Credit Union's products, services, and membership benefits.
• Identify financial needs through consultative conversations and recommend appropriate banking solutions, including checking accounts, savings accounts, loans, and digital banking services.
• Generate new memberships by building rapport, overcoming objections, and effectively communicating the value of banking with our organization.
• Maintain and follow up on leads from marketing campaigns, referrals, community contacts, and prospect lists to drive account growth.
• Provide exceptional service throughout the onboarding process, ensuring a positive and professional experience for prospective and new members.
• Serve as a knowledgeable ambassador for the Credit Union, building trust and long-term relationships through proactive outreach and ongoing communication.

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Member Service & Transactions

• Educate and enroll members in Golden 1 digital banking channels, including online and mobile platforms, to enhance convenience and self‑service.
• Open deposit and specialty accounts (e.g., checking, savings, certificates, Roth IRAs) and document member interactions in the G1servicehub system.
• Process and audit financial transactions, including deposits, withdrawals, transfers, payments, check cashing, and general ledger entries while maintaining an assigned cash drawer within established limits.
• Provide Golden 1 services to members, including but not limited to cashier’s checks, money orders, savings bonds, wire transfers, additional sub‑share accounts, and debit card issuance.
• Resolve routine and complex member account inquiries accurately and professionally.
• Verify and approve signature cards and related documentation within the Enterprise Content Management (ECM) system, as authorized.
• Approve check acceptance and other transactional exceptions within assigned limits.

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Operational & Branch Support

• Assist with the operation and basic maintenance of ATMs and Teller Cash Dispenser units, including clearing blockages and replacing receipt cartridges.
• Perform branch operational duties such as TCR, SBO, and safe deposit box services, as needed.
• Assume lead responsibilities for branch opening and closing in the absence of branch leadership
• Activate and deactivate branch alarm systems in accordance with security procedures.
• Provide approvals within authority limits as assigned by the Branch Manager.
• Perform notary services for authorized member documents (e.g., certifications of trust).

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Risk, Compliance & Quality Assurance

• Ensure strict confidentiality and protection of all member and credit union information.
• Maintain current knowledge of Golden 1 products, services, policies, procedures, and operational requirements.
• Maintain a thorough understanding of applicable state and federal laws and regulations, including Bank Secrecy Act (BSA) and Anti‑Money Laundering (AML) requirements, appropriate to the role.

QUALIFICATIONS

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

•

2+ years years’ experience in a banker role with prior teller experience required

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Customer relationship building experience within a 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), deposit fulfillment (with Subshares) and Fulfillment, Deposit Services, Lending Services, employee handbook, Knowledge Base (G1 policies and procedures), cash handling, teamwork, and 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 G1servicehub.  Proficient in Maestro and LPQ.

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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:

Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, MSSI Training, Loan Processing and Underwriting.  Internal conversations are more research focused (e.g., fraud avoidance and account research)

EXTERNAL:

Frequent transaction related interactions and consultative conversations with members.  Follows-up and initiates conversation with potential members identified at marketing and table events.  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.