Member Service Specialist II

Member Service Specialist II Dallas, TX Job Details Full-time $20.60 - $23.32 an hour 1 day ago Qualifications Regulatory compliance High school diploma or GED Industry knowledge of financial regulations Computer skills Full Job Description

POSITION TITLE

Member Service Specialist

II REPORTING RELATIONSHIPS POSITION REPORTS TO

Member Services Manager

POSITION PURPOSE

The Member Service Specialist II provides critical operational and member-facing support within the branch. This role serves as a knowledgeable resource for team members, assisting with complex transactions, escalated issues, and interpreting policies and procedures. Working in partnership with the Member Services Manager, the Specialist supports teller development through informal coaching, day‑to‑day guidance, and maintaining up‑to‑date resources and job aids. This position requires strong problem‑solving skills, exceptional service standards, and the ability to support team success in a dynamic environment.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Teller Operations Management Oversee daily teller operations including adequate coverage and monitoring response times. Review and approve items beyond teller thresholds. Manages cash vaults, teller drawer and ATM limits and replenishments Investigate and resolve balancing discrepancies. Team Leadership & Training Serve as a supportive resource to teller staff by assisting with complex member transactions, policy interpretation, and process questions. Provide informal coaching and real-time feedback to help team members strengthen skills, accuracy, and service delivery. Assist the Branch Manager with identifying training needs and reinforcing performance expectations. Help create, update, and maintain internal resources, job aids, and reference materials to support team success and operational consistency. Compliance & Control Ensure adherence to credit union policies and regulatory compliance. Assist with preparation for internal/external audits and follow-up items. Maintain accurate records and prepare necessary financial reports. Member Service & Sales Initial point of contact for timely resolution of escalated matters. Identify members' financial needs and actively promote credit union products/services. Resolve complex or unusual transactions with professionalism and accuracy. Support tellers in cross-selling and referral efforts through coaching and example. Branch Operations Support Assist with opening/closing procedures. Help maintain a secure, organized, and member-ready environment. Serve as a backup teller. Perform other duties as assigned.

QUALIFICATIONS REQUIRED EXPERIENCE

One+ years of teller experience Some supervisory or lead experience preferred Well-versed in financial institution regulations and compliance requirements

EDUCATION, CERTIFICATIONS & SKILLS REQUIRED

High school diploma or GED; relevant post-secondary education a plus Proficient in basic computer and banking software systems Strong professional verbal and written communication Ability to prioritize and manage multiple assignments while working independently and with minimal supervision Critical thinking, problem solving and attention to detail Multilingual verbal and written skills preferred.

WORK SCHEDULE/REMOTE WORK

Hours:

This is a full-time non-exempt position that is eligible for overtime pay after 40 hours in a work week. Office hours are 7:30 AM-4:30 PM (Monday-Thursday), 7:30 AM-5:30 PM (Friday), and the credit union is closed on weekends.

Remote Work:

This position is not eligible for a remote work schedule. Baylor Health Care System Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.