Financial Services Specialist - South Lansing Branch

Position Summary:

The Financial Services Specialist role is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. The Financial Services Specialist will deliver personalized service, making product and service recommendations after a thorough review of each member's unique financial position. Financial Services Specialists respond to member requests while recommending additional products and services that elevate the member's financial wellbeing and perform these tasks with accuracy and efficiency. Financial Services Specialists are responsible for problem solving to find the optimal solution for the member while mitigating risk to the member and Credit Union.

Work Arrangement: This position is scheduled for an onsite presence at the South Lansing Branch.

Schedule:

• This position requires working a standard 40 hour week during Branch hours of operations
  
  
  
  • Monday - Thursday 8:45am - 5:45pm
  • Friday 8:00am - 6:15pm
  • Rotating Saturdays 8:45am - 1:15pm
  
  
  
  
• Employees work every other Saturday and receive a consistent day off during the week to offset their hours
• Scheduled hours could change based on business need and future department growth.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

Compensation & Benefits:

• Starting at $18/hour dependent on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

Essential Duties and Responsibilities

Financial Services Specialist I:

• Actively listen to uncover each member's stated and unstated financial needs, conduct a comprehensive analysis of their financial profile, and recommend tailored solutions that support their long-term financial well-being, while successfully cross-selling complimentary products and services that meet their needs.
• Identify and sell products and services, provide personalized financial education to enhance member experience, and achieve individual and departmental goals.
• Ensure accurate processing of member transactions in alignment with department and Credit Union processes and procedures, maintaining operational integrity and a high standard of service. Maximize accurate service delivery by effectively transitioning between tasks in a fastpaced environment.
• Review member transactions, applications, and account activity for red flags such as unusual deposit or withdrawal activity, account access anomalies, and high-risk application indicators; ask clarifying questions to verify identity and intent; and promptly escalate concerns to the Fraud Department to ensure timely investigation and resolution, protecting both members and the Credit Union.
• Process business account transactions using tools to mitigate risk while ensuring a thorough review of each member's unique financial position to successfully make product and service recommendations or referrals to business partners.
• Operate within two separate cash drawers on two separate systems while ensuring accuracy and efficient member service, demonstrating proficiency in Credit Union tools and supporting others as needed.
• Promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage their finances with ease and confidence.
• Engage in branch, organizational, and self-paced training to strengthen competencies within the role while building skills and abilities required for future growth and readiness.
• Utilize thorough review of each member's unique financial position during transaction processing, onboarding and outbound calling to further develop relationships with members, prospects, and new account applicants, offering products and services with measurable success, identifying and closing deposit opportunities and referring loan and digital products.
• Engage with members and prospective members through community events to build relationships and grow the branch.
• Support crossdepartmental operational needs by performing designated tasks to enhance efficiency, maintain productivity, and contribute to service and growth across the Credit Union.

Financial Services Specialist II:

• Review, process, and decision new account applications using risk mitigation tools, while applying a consultative sales approach to assess each member's unique financial position. Leverage these insights to recommend and capture additional deposit, digital, and loan products that best meet the member's individual needs and support their financial goals.
• Assist members through the specialty account intake interview process, answering questions, gathering required documents and creating a seamless and welcoming connection to the Deposit Operations team.
• Review, process, and decision new business account applications for commercial members, using tools to mitigate risk while ensuring a thorough review of each member's unique financial position to recommend and open products and services that meet the members' needs or make referrals to business partners.
• Independently demonstrate fraud prevention responsibilities and engage and communicate with members and peers with confidence, communicate concerns clearly, support peers by sharing insights and promote fraud awareness to strengthen collective vigilance across the team.
• Process safe deposit box applications and maintenance requests with accuracy, as applicable at select branch locations.
• Analyze member behavior to identify emerging trends and patterns, proactively bringing insights forward for discussion to inform strategic decisions and enhance member experience.
• Identify and recommend opportunities to enhance efficiency by initiating conversations around process and procedure improvements, fostering a culture of innovation and operational excellence.

Senior Financial Services Specialist:

• Proactively identify gaps in team knowledge or performance related to processes, procedures, sales, or service; collaborate with leadership to design and deliver targeted training and support that builds confidence, improves execution, and drives consistent, high-quality member experiences.
• Independently demonstrate complex fraud prevention responsibilities using sound judgement and attention to detail, recognize emerging fraud patterns within the branch or market and collaborate with leadership to enhance the team's awareness and response.
• Leverage data-driven insights to identify and analyze trends in member behavior, proactively initiating strategic discussions that influence decision-making, enhance member engagement, and drive continuous improvement across branch operations.
• Lead and optimize member service initiatives by developing training for team members and drive continuous improvement to elevate the overall member experience.
• Coach and mentor branch team members on developing effective sales skills and engaging in meaningful conversations about products and services to better meet member needs.

Knowledge, Skills and Abilities

• High school diploma, GED or equivalent.
• Availability to work during branch hours (Full time up to 40 hours per week and Part time up to 29 hours per week), including Saturdays, and to support other locations to meet needs across the branch network.

Competencies

• Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate.
• Functional Competencies
  
  
  
  • Member Sales - Effectively leverages opportunities and generates leads to cross-sell products and services with integrity, supporting member needs while achieving individual, department, and organizational goals.
  • Superior Service - Prioritizes and acts on the needs of members and employees. Sets the tone and establishes rapport. Acknowledges and clarifies while committing and providing guidance. Summarizes and closes the interaction positively.
  • Product Knowledge - Demonstrates knowledge of products, services, and relevant details offered or supported within the position.
  • Adherence to Procedures - Includes knowledge of relevant external and internal policy and compliance procedures.
  • Initiative - Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements.
  • Conflict Resolution - Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement.
  • Systems Knowledge - Demonstrates knowledge of specific Credit Union programs and applications and successfully navigates these systems.
  • Critical Thinking - Takes outside knowledge into account while evaluating information.
  • Mentorship - Helps others build awareness, confidence, and resources necessary to fulfill their potential, regardless of reporting relationship.
  • Self Awareness - Self-reflects on behavior and how emotions affect others. Situationally modifies behavior to improve outcomes and build relationships. Knows, leverages, and displays strengths and vulnerabilities.
  • Creativity and Innovation - Thinks beyond the confines of traditional models to recognize opportunities and identify new and better processes. Encourages experimentation and accepts failure as a driver of innovation.
  
  
  
  

Physical Demands and Work Environment

• May be required to remain stationary for extended periods while also engaging in frequent movement within an office environment.
• Exposure to potentially hazardous conditions, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize exposure.
• Frequently moves equipment or materials weighing up to 25 pounds within the building. Occasionally moves equipment or materials exceeding 25 pounds within the building.
• This position requires onsite presence at the employee's assigned location for all scheduled shifts.

Disclaimer

• Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.
• MSUFCU is an affirmative-action, equal-opportunity employer.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation(s) may be made to enable qualified individuals with disabilities to perform essential job functions.