Financial Services Specialist - Headquarters Branch

Job Category: Branches

Requisition Number: FINAN
004683

Posted:
March 12, 2026

Type:
Full-Time
• On-site

East Lansing, MI 48823, USA

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.

Hours and schedule: standard 40 hour week during branch hours. Monday – Thursday 8:15am – 5:45pm;
Friday 8:00am – 6:15pm;
Rotating Saturdays 8:15am – 1:15pm. Employees work every other Saturday with a consistent day off during the week. Scheduled hours may 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.

• Provide superior member service by responding to inquiries with urgency, processing transactions accurately, personalizing interactions with product/service recommendations based on members’ needs.
• Identify and sell products and services, provide financial education to enhance the member experience, and achieve individual and departmental goals.
• Utilize outbound calling and cross-selling tools to develop relationships with current members.
• Mitigate risk by following department and Credit Union procedures to ensure accuracy of requests and transactions, protecting members and the Credit Union from loss.
• Manage time effectively, demonstrate initiative, and pursue opportunities for personal development.
• Use diverse communication channels to ensure clear, effective, and timely communication within the team and across the Credit Union.
• Promote and guide members in using Credit Union technology to enhance their experience and empower them to manage finances.
• Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners.
• Handle escalations with ownership, de-escalation, empathy, and professionalism to achieve superior service.
• Apply fraud detection strategies to mitigate risks and protect members and the Credit Union.
• Complete required departmental activities and trainings to ensure compliance with state and federal regulations and Credit Union policies.
• Adhere to safety and security procedures, including third-party access to secure areas, and report suspicious activity to leadership.
• Follow established processes and guidelines, comply with laws and regulations, adapt to change and new technology.
• Demonstrate adaptability and flexibility to meet business needs based on member volume patterns.
• Consistently meet or exceed performance metrics to help the Credit Union achieve its goals and deliver high service standards.

• High School Diploma or GED required.
• Follow proper balancing and cash handling procedures; regular and predictable attendance.
• Proficiency in member service, clear and effective communication, professional business etiquette, and presentation.
• Strong sales skills with measurable results; critical thinking and problem-solving abilities.
• Effective use of fraud detection and prevention techniques; de-escalation and resolution of escalated member situations.
• Adaptability, flexibility, and ability to work independently; multitasking and prioritization.
• Functional knowledge of Credit Union or other financial institution systems, products, services, and procedures…