Universal Member Service Specialist I

Job Title

Universal Member Service Specialist I

Job Description

Purpose of the Job

The MFC Universal Member Service Specialist I (UMSS I) is responsible for serving the financial needs of our member-owners accurately and efficiently, and developing a strong rapport with the member which supports the Credit Union's mission of enhancing our member-owners' financial lives and becoming their preferred financial partner. This position performs tasks related to all facets of the Member Financial Center, which includes processing teller transactions, lending, account opening and account maintenance, opening savings & investment products, along with other account services. The MFC Universal Member Service Specialist I will assist members from the initial point of contact through the completion of their transaction or platform need. The duties that the MFC Universal Member Service Specialist I will perform each day will vary depending on the need of the member they are assisting and they will be responsible for seamlessly transitioning from the MSR line to the platform and back throughout each day.

Full-Time Member Financial Center staff employees with a start date between 8/2/2021 and 10/30/2021 are eligible for a $1,000 hiring bonus! The bonus will be paid in two installments and is subject to all appropriate taxes and deductions. Applies to external candidates only.

Essential Functions and Responsibilities

  1. Assists members in evaluating their current and future financial goals by conducting quality online guidance and credit reviews to provide solutions with Credit Union deposit and loans products and services.
  2. Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including basic problem resolution.
  3. Maintains integrity and confidentiality when handling member's accounts.
  4. Performs all teller transactions as requested and has capability to balance CDMs, TCRs, ATMs and vault.
  5. Performs all member service operations, including new accounts opened for contact and initializing start of relationship building with knowledge, products and services that will benefit the member.
  6. Researches and resolves account issues, elevating to problem resolution team as necessary.
  7. Provides information on all deposit and loan products to member-owners, including mortgages, service agreements and insurance.
  8. Processes Business Services requests accurately and efficiently including business service loan requests and processing.
  9. Manages loan and deposit pipeline to ensure timely follow-up and cultivates leads into successes.
  10. Understands IRA process and products offered. Opens and provides maintenance for all IRA accounts.
  11. Processes all loan requests and reviews credit needs for further loan opportunities to benefit the member.
  12. Processes and opens all specialty accounts.
  13. Makes outbound guidance calls to member owners.
  14. Represents the Credit Union by visitations to Business Partners and other Credit Union functions.
  15. Understands audit procedures and the importance of maintaining the integrity of audit guidelines.
  16. Proactively assists members by finding ways to make financial services more convenient for them. This includes educating members on the various technological tools available to them to improve their banking experience
  17. Executes the MFC's plan to ensure achievement of goals and objectives, including but not limited to      member service scores, loan production, deposit production, new member growth and partner lines of business referrals.

Other Duties and Responsibilities

  1. Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

    • Must be flexible to assist members with various needs in different capacities throughout the day
    •  Must have sound understanding of standard concepts, practices, procedures, regulations and compliance within the financial services environment
    • Must have superior interpersonal and coaching skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
    • Must have excellent communication skills in English, both verbal and written
    • Strong interpersonal skills required
    • Previous sales experience preferred
    • Must have good arithmetic skills
    • Must have basic personal computer skills
    • Must have knowledge of advanced products and services
    • Must be proficient in service recovery concepts as a vehicle to enhance member satisfaction
    • Must understand basic concepts and principles of credit underwriting
    • Must have Notary appointment, or attain Notary status within 3 months of hire
    • Must be trained in Branch Lending
    • Must have ability to understand all business processes within the credit union
    • Must be detail oriented and well organized
    • Must be able to work in a general office environment
    • Must be flexible and able to shift resources and priorities as required
    • Must be able to complete all assignments with minimal supervision
    • Should possess a strong commitment to providing excellent service to Truliant's members

Physical Requirements

  •    Frequent standing, walking, and bending required
  •    Must be able to sit at a desk for moderate periods of time and use a computer
  •    Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

  • High School Diploma or equivalent required
  • College Degree preferred
  • A minimum of 3+ years related experience in the retail industry or financial services required
  • Previous sales experience preferred
  • Previous lending experience preferred


Pelham Rd. - Greenville, SC 29615 US (Primary)



Job Type


Salary Range
$17,000.00 - 26,000.00
per Year
Salary range estimated by
Greenville, SC 29601, US
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