Financial Services Specialist - Kentwood Branch

Position Summary

The Financial Services Specialist is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. The specialist delivers personalized service, makes product and service recommendations after a thorough review of each member's financial position, responds to member requests, and recommends additional products and services that elevate the member's financial wellbeing. The role requires problem‑solving to find optimal solutions for members while mitigating risk to the member and the Credit Union.

Onsite presence at the Kentwood Branch.

• Standard 40‑hour week during Branch hours of operation
• Monday – Thursday 8:45 am – 5:45 pm
• Friday 8:00 am – 6:15 pm
• Rotating Saturdays 8:45 am – 1:15 pm
• Employees work every other Saturday and receive a consistent day off during the week to offset hours
• Hours may change based on business need and future department growth

• Starting at $18/hour dependent on experience
• 100% company‑paid Health, Dental, Vision, Life, and Long‑Term Disability premiums
• Up to 26 days of PTO within your first year, Volunteer Time Off, and 11 paid holidays
• 401(k) with a company match
• Tuition reimbursement
• Up to 12 weeks of paid parental leave

• Provide superior member service by responding to inquiries with urgency, processing transactions accurately, and personalizing interactions with specific product and service recommendations.
• Identify and sell products and services, provide financial education, and achieve individual and departmental goals.
• Utilize outbound calling and cross‑selling tools to further develop relationships with current members.
• Follow department and Credit Union procedures to mitigate risk, ensuring accurate processing that protects members and the Credit Union from loss.
• Manage time effectively while demonstrating initiative, consistently seeking opportunities for personal development and expanding knowledge to better serve members and the Credit Union.
• Use a variety of communication channels to ensure clear, effective, and timely communication within the team and across the Credit Union.
• Actively promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage finances with confidence.
• Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners.
• Effectively handle escalations by taking ownership, de‑escalating concerns with empathy and professionalism, and resolving issues to achieve superior service.
• Apply fraud detection strategies, taking steps to mitigate risks and protect members and the Credit Union.
• Complete required departmental activities and training to ensure compliance with state and federal regulations and Credit Union policies.
• Adhere to safety and security procedures regarding emergency situations, third‑party access to secure areas, and report suspicious activity to leadership.
• Follow established processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, and change.
• Display adaptability and flexibility in meeting business needs based on member volume patterns at a branch or throughout the branch network.
• Consistently meet or exceed established performance metrics, contributing to the Credit Union’s goals and delivering a high standard of service.

• High School Diploma or GED (required).
• Follow proper balancing and cash handling procedures.
• Regular and predictable attendance.
• Demonstrate company core values.
• Ability to work scheduled hours, including weekends and overtime when applicable.
• Receptiveness to accepting and applying feedback.
• Attention to detail.
• Proficiency in member service.
• Excellent listening skills.
• Clear and effective communication skills, both written and verbal.
• Professional business etiquette and presentation skills, including maintaining a professional workspace.
• Strong sales skills with measurable results.
• Critical‑thinking and problem‑solving skills.
• Effective use of fraud detection and prevention…