Job Description

Description:

FLSA Status: Non-Exempt


Hours of Work: Monday - Friday 8:00a-5:00p


Reports to: Branch Manager


Pay Grade: 7- $24.00 - $26.00 an Hour

Role:

Under the supervision of the Branch Manager, responsible for supporting specialized and complex account servicing tasks within the Credit Union. This position is responsible for handling legal requests, administering IRA accounts, assisting with business account operations, and processing online account opening applications. In addition, the Financial Services Specialist provides high level support to the Member Experience Representative staff, addresses member inquiries, ensures compliance with applicable regulations, and contributes to overall operational efficiency.

Essential Functions:

30%

Responsible for handling complex account servicing tasks which include processing legal actions such as garnishments, levies, and subpoenas in accordance with applicable laws and internal procedures. Administers the Credit Union's IRA program and its accounts by opening and maintaining them, processing contributions, distributions, rollovers, and required minimum distributions (RMDs), and ensuring IRS compliance. Open and services business accounts, verifying legal documentation, and ensuring compliance with CIP, BSA/AML, and beneficial ownership regulations. Also responsible for processing and managing the membership applications submitted through the online account opening platform, performing identity verification, identifying potential fraud, ensuring compliance, and following up with applicants as needed. This position also serves as the branch's primary Member Services Representative for all membership account types from general membership accounts to more complex account ownership structures such as Power of Attorney, Trusts, and Uniform Transfers to Minors Act.

25%

Serves as a resource for Member Experience Representatives by assisting with complex inquiries and resolving escalated member issues. This includes supporting a broad range of member services such as opening or closing shares and certificates, maintaining safe deposit boxes, managing closed accounts, troubleshooting digital banking services issues, and handling card maintenance and controls such as blocking/unblocking cards, travel notifications, fraud/dispute resolution. Supports basic lending tasks by assisting members with answering general loan questions, providing guidance, and performing account maintenance on loan processes as needed. Receives and responds to verification requests, completing data validation through the SSA and AVS platforms provided by LexisNexis.

20%

Responsible for compiling and reviewing monthly membership applications and preparing reports that document newly opened and closed accounts. Maintains accurate documentation to support audits and compliance reviews, while also identifying trends or opportunities for process improvement within account servicing and membership operations.

15%

Maintain thorough knowledge of credit union programs, products, and services to effectively answer member questions, educate members about their financial options, and promote member engagement. This includes identifying opportunities to educate and cross-sell products and services that best meet the members' needs.

10%

Provides general support across Member Services functions, including processing account maintenance tasks such as corrections, adjustments, and member information updates. Contributes to the training of new and existing staff, offers backup coverage for tellering as needed, and serves as a resource to the remote Financial Advisor by supporting the Members Financial Services program with basic administrative tasks. May act as a backup to the Branch Manager or Operations Officer for dual control responsibilities.


Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Benefits:

Paid Holidays Birthday Time Off On Demand Flexible Pay Checks $1,000 Employee Referral Incentive Medical, Vision, Drug, and Dental coverage 401(K) Retirement Plan and Defined Benefit Cash Balance Retirement Plan Paid Time Off Weekends Off Educational Reimbursement Flexible Spending Plan and Options with Aflac Life & Long-Term Disability Insurance Employee Loan Discount Gym Wellness Reimbursement

Requirements:

Education, Experience, Certifications and or Licenses:

Associate's degree in Business, Accounting or related field from an accredited college plus (1) year experience as a Teller or Member Services Representative in a financial institution; or a High School graduate plus (2) years experience as a Teller or Member Services Representative in a financial institution; or (6) months Gather FCU M.E.R experience. A high school degree or GED is required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.