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 more than 67 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 17 branch offices...soon to be 20 in south east Michigan, over 375 team members, 135,000 members, $3.2 billion in assets, and a 95% 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. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press nine years in a row.

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

Branch Service Specialists will work an average of 40 hours per week during our branch hours: Monday-Wednesday 9am-5pm, Thursday and Friday 9am-6pm, and Saturday 9am-1pm.

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 Creating Member Loyalty skills to effectively handle member complaints and resolve issues by working with members to identify mutually beneficial solutions.
• Generates new business by asking for the business and for referrals.
• 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, and setting-up automated services.
• 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.
• 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.
• 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.
• Offers Credit Life, Credit Disability, and GAP when identified in our members’ best interest and in order to protect them and MSGCU.

• 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.

Essential Knowledge, Skills, and Abilities:

• 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 development channels; demonstrates a willingness to step into other areas as requested.

• Demonstrated proficiency with technology and software, and functionally able to operate other standard office equipment.
• Demonstrated effective sales skills or ability to perform sales skills.
• Above average reasoning, mathematical, and language ability.

Essential Preparation and Experience:

• Either
  • 2 years retail sales experience, or
  • Associate degree preferably in Business Administration, Marketing, Accounting or Finance, or
  • 1 year of member/customer facing experience within a financial institution.
• Associate degree preferably in Business Administration, Marketing, Accounting or Finance, or
• 6 months of experience as a teller in a financial institution or as a retail sales representative/cashier; and
• 2 years retail sales experience, or
• 1 year of member/customer facing experience within a financial institution.
• High school diploma or GED; and

Working Conditions:

• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 10 pounds.
• Required to travel throughout MSGCU’s service area in order to support other branches as business needs require.
• Exposed to potentially hazardous condition, such as robbery. Receives detailed instructions and procedures to be followed on an annual basis to minimize risk.
• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.