Branch Service Specialist; Universal Banker-Royal Oak

Branch Service Specialist (Universal Banker)

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 24 branch offices in southeast Michigan.

We have over 450 team members, more than 150,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades.

We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. With regular coaching and continuing education, we grow champions – team members dedicated to championing the success of our members. Our commitment to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press eleven years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

More information about our comprehensive total rewards package can be foundhere .

Overview of Responsibilities:
Performs a broad range of member sales and service functions as well as teller transactions to deliver the desired member experience. Focuses on listening to identify member needs, asking questions and cross selling products and services as effective solutions in order to build loyal member relationships. Works as a productive, cooperative and engaged team member to serve members and reach individual and branch team goals.

Essential Duties and Responsibilities:

• Uses a consultative approach when serving members, asking high impact questions to identify and meet member needs, both perceived and unperceived. Listens for member cues and uses in depth knowledge of our products and services in order to cross sell and offers solutions for member needs by focusing on the benefits and value to the member.
• Follows MSGCU’s service standards to complete teller transactions and member service responsibilities with focus and understanding in order to ensure accurate processing and to balance teller drawer and checks at end of day. Teller transactions include, but are not limited to: cashing checks, processing deposits and withdrawals, making member payments, processing certificate of deposit transactions, and member account maintenance. Member service responsibilities include, but are not limited to: processing loan applications, opening new memberships, opening IRAs, setting-up automated services and supporting Call Center as needed.
• Understands and adheres to all MSGCU policies, procedures, and guidelines for both the Member Service and Teller roles. Effectively explains ownership options to members; eligibility requirements for membership; and ensures that all paperwork, documentation, and signatures are completed accurately as required.
• Exceeds member service expectations and builds trusting relationships with members by being the financial expert and shows a sincere interest in the member and their financial success.
• Uses Creating Member Loyalty skills to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions.
• Offers Credit Life, Credit Disability, and GAP when identified in our members’ best interest and in order to protect them and MSGCU.
• Generates new business by asking for the business and for referrals.
• Maintains familiarity with competitor fees and products and has a general understanding of the current financial environment.
• Actively engages with the branch team to ensure members are served efficiently and promptly.

• Member Focus: Builds strong member relationships (internal/external) by using effective listening skills to gain insight into member needs and identifying opportunities to benefit the member, efficiently resolving problems, and providing superior quality service in a professional, efficient, and courteous manner. Behavior consistently demonstrates engagement with members and commitment to MSGCU initiatives in support of our mission and values.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Completes responsibilities with a high level of excellence, professionalism, efficiency, accuracy, and responsibility for outcomes.
• Communicates Effectively: Actively listens, provides timely and helpful information, shares, collaborates and participates in team discussions.
• Instills Trust: Gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
• Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal…