Folsom Branch - Member Service Specialist II

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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 help them achieve their financial goals. Answer questions and direct members to appropriate departments for specialized services.

member service specialist ii – branch channel delivery – non‑exempt – job code: 2201 – pay scale: $22.00 hourly.

• processes and audits financial transactions including deposits, withdrawals, transfers, payments and general ledger entries while maintaining a cash drawer.
• provides golden 1 services to members, including but not limited to cashier’s checks, money orders, savings bonds, wire transfers and transactions, additional sub‑shares, and debit card issuance.
• assesses member needs while processing transactions.
• identifies opportunities to help members relative to golden 1 product or service offerings and documents in enact system.
• identifies and reports fraudulent activity to management and financial investigations department, in accordance with current procedures to prevent potential loss to the credit union.
• assists in the proper operation of the atm and teller cash dispenser units, including replacing receipt cartridge, clearing a blockage, etc.
• assists mss iii and above with open and close responsibilities, as needed.
• activates alarm.
• verifies signature cards in ecm (enterprise content management).
• checks acceptance approval within assigned limits.
• ensures confidentiality of all member and credit union information.
• maintains current knowledge of all golden 1 products and services, as well as of policies and procedures for teller functions.
• performs additional responsibilities essential to the operations of the branch (tcr, sbo, safe deposit box, etc.), as needed.
• opens deposit and specialty accounts (e.g., roth ira) and identifies members’ financial service needs to ensure members are provided with meaningful financial solutions.
• mentors and advises mssis.
• engages in consultative dialogue with members to identify current and future financial needs and documents in enact system.
• enrolls members in the different channels that golden 1 uses: online, mobile, etc.
• recommends lending needs to mss iii and/or business partner.
• maintains 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.

• interacts professionally with members.
• communicates in a professional manner (proper grammar, punctuation and tone) in both written and verbal communication.
• effective listener.
• communicates with empathy.
• associates member needs based on conversation to g1 products and services.
• overcomes basic objection or resistance through conversation; works as part of a team.
• accepts constructive feedback positively and utilizes it to help personal and professional development.
• has a consultative dialogue by asking effective questions and connecting to solutions offered by g1; communicates the "why", not just the "how" or "what".
• overcomes member objections and resistance with a calming and reassuring presence.

• 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.

• education: high school or ged required.
• experience: minimum one plus year of prior experience in a cash handling service‑oriented role and…