Financial Services Specialist - Jackson Branch

Position Summary
The Financial Services Specialist role is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. The Specialist will deliver personalized service, making product and service recommendations after a thorough review of each member’s unique financial position. Specialists respond to member requests while recommending additional products and services that elevate the member's financial wellbeing, perform these tasks with accuracy and efficiency, and solve problems to find the optimal solution for the member while mitigating risk to the member and Credit Union.

This position is scheduled for an onsite presence at the Jackson Branch.

• This position requires working a standard 40‑hour week during Branch hours of operations:
• 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 their hours.
• Scheduled hours could change based on business need and future department growth.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite) and work location.

• Starting at $18 per hour, dependent on experience
• 100% Company‑Paid Health, Dental, Vision, Life, and Long‑Term Disability Premiums
• Up to 26 days of PTO in the first year, plus Volunteer Time Off and 11 Paid Holidays
• 401(k) with 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 develop relationships with current members.
• Use department and Credit Union procedures to mitigate risk and ensure accurate processing of requests and transactions.
• Manage time effectively, take initiative within the branch, and seek opportunities for personal development and expanded knowledge.
• Use a variety of communication channels (in‑person, email, team collaboration tools) to ensure clear, effective, and timely communication within the team and across the Credit Union.
• Promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage finances confidently.
• Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners.
• Handle escalations by taking ownership, de‑escalating concerns with empathy and professionalism, and resolving issues to achieve superior service.
• Apply fraud detection strategies 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 emergencies, third‑party access, and promptly communicate suspicious activity to leadership.
• Follow established processes and guidelines, adapt to new information, technology platforms, ambiguity, and change.
• Display adaptability and flexibility in meeting business needs based on member volume patterns at the branch or across the 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 Equivalent required.
• Follow proper balancing and cash‑handling procedures.
• Demonstrate regular, predictable attendance.
• Demonstrate company core values.
• Ability to work scheduled hours, including weekends and overtime when applicable.
• Receptiveness to receiving and applying feedback.
• Attention to detail.
• Proficiency in member service.
• Excellent listening skills.
• Clear and effective communication skills.
• Professional business etiquette and presentation skills, including maintaining a professional workspace.
• Strong sales…