Madera Branch - Member Service Specialist II

Member Service Specialist II

Branch Channel Delivery – Non‑Exempt – Job Code: 2201 – Pay Scale: $21.50 – $21.50 hourly

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 the appropriate department for specialized services.

• Process and audit financial transactions including deposits, withdrawals, transfers, payments and general ledger entries while maintaining a cash drawer.
• Provide Golden 1 services to members, including cashier’s checks, money orders, savings bonds, wire transfers, sub‑shares, and debit card issuance.
• Assess member needs while processing transactions and identify opportunities to offer relevant Golden 1 products or services, documenting all interactions in the EnAct system.
• Report fraudulent activity to management and the Financial Investigations department in accordance with current procedures.
• Assist in the proper operation of the ATM and Teller Cash Dispenser Units, including replacing receipt cartridges and clearing blockages.
• Support MSS III and above with open and close responsibilities as needed.
• Configure and activate alarms and verify signature cards in ECM.
• Ensure all signature card and transaction approvals remain within assigned limits.
• Maintain confidence in guarding all member and credit union information.
• Stay current on all Golden 1 products, services, and teller policies.
• Perform additional responsibilities essential to branch operations (TCR, SBO, Safe Deposit Box, etc.) as needed.
• Open deposit and specialty accounts (e.g., Roth IRA) and identify members’ financial service needs to provide meaningful solutions.
• Mentor and advise MSSIs and engage in consultative dialogue with members, documenting outcomes in EnAct.
• Enroll members in available channels: online, mobile, etc., and refer lending needs to MSS III or business partners.
• Understand state and federal compliance laws, including bank secrecy and AML regulations relevant to the position.

• Interact professionally with members and communicate with proper grammar, punctuation and tone in both written and verbal forms.
• Listen effectively, empathize, and associate member needs with G1 products and services.
• Handle objections and resistance calmly, using consultative dialogue to explain the "why" behind solutions.
• Collaborate with team members and accept constructive feedback to foster personal and professional growth.
• Maintain a consultative approach by asking effective questions and connecting answers to solutions offered by G1.

• Internally:
  Attend team meetings and communicate regularly with Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, MSSI Training.
• Externally:
  Conduct transaction‑related interactions and consultative conversations with members, and sign in external vendors and visitors as necessary.

• Education
  :
  High School or GED required.
• Experience
  :
  Minimum of one year in a cash handling, service‑oriented role and 6+ months as a Member Service Specialist I or teller role at Golden 1 or another financial institution is preferred.
• Behaviors
  :
  Foster a positive work environment; treat others with courtesy and respect; inspire through actions; display an outgoing, empathetic attitude; punctual and reliable; results‑oriented; take initiative to resolve member issues; flexible to new responsibilities; willing to learn new technologies; act with positive intent; present Golden Services to others.
• Knowledge & Skills
  :
  • Excellent oral and written communication skills.
  • Advanced knowledge of federal rules and regulations, G1 products, fulfillment, deposit services, employee handbook, knowledge base, cash handling, teamwork, and customer service.
  • Basic…