Member Support Specialist 3

Member Support Specialist 3 3.2 3.2 out of 5 stars 306 5th Street, Clarkston, WA 99403 $22.99

• $34.48 an hour
• Full-time

P1FCU 14

reviews $22.99

• $34.48 an hour
• Full-time Role The Member Support Specialist III delivers exceptional service by assisting members through digital platforms at the digital branch.

Responsibilities include educating members on digital solutions, supporting ITM and video banking transactions, processing new accounts and loan applications, and recommending additional products and services to meet member needs. This role plays a key part in driving branch-level initiatives while also aligning with and supporting the organization's overall strategic objectives.

Major Duties and Responsibilities Member Education & Digital Support:

Educate members on digital services, including online banking, mobile apps, ITM/Video banking tools, and new technology offerings. Promote awareness of digital security best practices.

New Account & Lending Services:

Open new personal and business accounts and process consumer loan applications. Provide updates and account maintenance for existing accounts and loans. Maintain accuracy in account and loan documentation.

ITM & Video Banking Transactions:

Assist members with real-time ITM transactions and video interactions, ensuring a smooth and guided experience.

Product & Service Promotion:

Identify opportunities to offer members additional products and services that meet their financial needs (e.g., credit cards, savings products, and ancillary products).

Member Support & Troubleshooting:

Resolve member issues, including those related to digital banking, by guiding them through technical and service-related challenges. Deliver personalized support tailored to individual member needs.

Cross-Team Collaboration:

Work closely with teams including IT, Lending, Digital Services, and Operations to enhance the digital member experience and resolve escalated issues.

Organizational Initiative Support:

Actively support and contribute to organization-wide initiatives such as: digital adoption and education efforts, new member onboarding, online loan applications, and outbound calling efforts. Perform additional responsibilities and other duties as assigned to support the overall goals and success of the organization. Knowledge and Skills Experience A minimum of one year up to three years of similar or related experience, including preparatory experience. Education/Certifications/Licenses A high school degree or equivalent Interpersonal Skills Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions. Other Skills

• Strong problem-solving skills with the ability to navigate and resolve technical issues.
• Excellent communication skills, both written and verbal, with the ability to explain complex digital concepts in an easy-to-understand manner.
• Familiarity with offering additional financial products and services that meet member needs.
• Comfort with technology and the ability to quickly learn and adapt to new tools and platforms.
• Familiarity with online banking systems, mobile applications, and digital security best practices is a plus.
• Ability to work independently while also collaborating effectively.
• High attention to detail and strong organizational skills.
• Flexibility to adapt to changing needs and environments within the digital space.
• Positive, member-focused attitude with a commitment to delivering excellent service ADA Requirements Physical Requirements Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. 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 or travel off site 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 complete basic mathematical calculations, spell accurately, and understand computer basics. 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.