Financial Services Specialist - Traverse Branch

Financial Services Specialist - Traverse City Branch

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The Financial Services Specialist role is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. You 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, performing these tasks with accuracy and efficiency.

You are responsible for problem solving to find the optimal solution for the member while mitigating risk to both the member and the Credit Union.

This position is scheduled for an onsite presence at the Traverse City Branch.

• Standard 40‑hour week during Branch hours of operations.
• Monday – Thursday 8:45 am – 5:45 pm.
• Friday 8:00 am – 6:15 pm.
• Rotating Saturdays 8:45 am – 1:15 pm (every other Saturday, with a consistent day off during the week).
• Hours may change based on business needs.

• 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 in the first year, Volunteer Time Off, and 11 paid holidays.
• 401(k) with company match.
• Tuition reimbursement.
• Up to 12 weeks of paid parental leave.
• Learn more about our benefits here.

• Provide superior member service by responding to inquiries with urgency, processing transactions accurately, and personalizing interactions with product recommendations.
• Identify and sell products and services, provide financial education, and achieve individual and departmental goals.
• Utilize outbound calling and cross‑selling tools to further develop relationships with current members.
• Follow department and Credit Union procedures to mitigate risk, ensuring accurate processing of member requests.
• Manage time effectively while demonstrating initiative and seeking opportunities for personal development.
• Communicate effectively across channels (in‑person, email, team collaboration tools).
• Promote and guide members in using Credit Union technology to enhance their experience.
• Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners.
• Handle escalations with empathy and professionalism, resolving issues to achieve superior service.
• Apply fraud detection strategies to mitigate risks.
• Complete required departmental activities and training for compliance.
• Adhere to safety and security procedures during emergency situations and suspicious activity reporting.
• Follow established processes; adapt to new information and technology.
• Display adaptability and flexibility in meeting business needs.
• Consistently meet or exceed established performance metrics.

• High school diploma or equivalent required.
• Follow proper balancing and cash handling procedures.
• Regular and predictable attendance.
• Demonstrate company core values.
• Ability to work scheduled hours, including weekends and overtime when applicable.
• Receptive to feedback.
• Attention to detail.
• Proficiency in member service.
• Excellent listening and communication skills.
• Professional business etiquette and presentation skill.
• Strong sales skills with measurable results.
• Critical thinking and problem‑solving skills.
• Use of fraud detection and prevention techniques.
• Adaptability and flexibility.
• Analytical and independent work ability.
• Math and clerical aptitude.
• Ability to multitask and prioritize.
• Reliable and dependable.
• Error‑free typing skills with emphasis on accuracy.
• Functional knowledge of Credit Union systems, products, services, and procedures preferred.

• Core competencies:
  
  Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, Achieve, and Collaborate.

• May be required to remain in a stationary position for extended periods.
• Operate standard office technology and equipment…