First Financial Federal Credit Union of Maryland

First Financial Federal Credit Union Job Description Job Title: Member Services Representative (MSR) I, II, III Department: Member Experience - Contact Center Reports To: Member Services Contact Center Supervisor Salary Grade(s): 6, 7,8 EEO-1 Job Class: 5 - Administrative Support Workers FLSA Status: Non-exempt Full-time Part-time Temporary Location: Admin Center Telework Work Possible (if checked) Important: See Telework Policy for Additional Criteria Function: Responsible for providing an exceptional member-centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. Offer members a comprehensive, all-in-one experience to meet their financial needs, covering education, services, and sales. This includes account opening, maintenance, and transaction processing, with an emphasis on consultative conversations to strengthen relationships and establish trust as a financial expert. Actively promote a variety of banking solutions to enhance a member's service experience and achieve their financial goals. Position Requirements: GENERAL: Maintain a professional and friendly demeanor, able to quickly build rapport with members across various communication channels, while ensuring confidentiality is always upheld. Highly detail-oriented and service-driven, with strong listening, written, and verbal communication skills. Proficiency in reading, writing, and speaking Spanish is a plus. Capable of working both independently and as part of a team. Proficient in navigating both new and existing credit union systems, essential for the daily responsibilities of the role. Promotions are based on demonstrated performance, manager recommendations, and/or completion of required training. EXPERIENCE: One (1) or more years of customer service or sales experience, with Contact Center experience a plus. Industry experience may qualify candidates for hiring at an advanced level. EDUCATION: High School Diploma or GED equivalent required. Ability to obtain and maintain job-related certification if no job-related advanced degree. Meet or exceed continuing professional education (CPE) requirements. PHYSICAL: Sitting: Regularly Standing: Regularly Walking: Regularly Climbing/Balancing: Seldom Reaching: Occasionally Kneeling/Crawling: Seldom Other: Travel to support branch staffing across the network Talking: Regularly Hearing: Regularly Vision/Seeing: Regularly Typing/Keyboarding: Regularly Driving: Occasionally Lifting: Medium - Up to 50lbs Duties: Member Experience Deliver a personalized and seamless experience for members, addressing all their financial needs across multiple channels. Use training and available resources to understand our services and products, effectively communicating features and benefits to members. Demonstrates initiative by seeking opportunities to grow in responsibility, building knowledge and expertise to assist with more complex member requests. Engage in consultative conversations with members, asking open-ended questions to uncover needs and life events, and educate them on products and services. Provide appropriate recommendations to strengthen relationships and position yourself as a trusted advisor. Member Services Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, making necessary account changes to protect their information, and escalating cases when needed. Open accounts, perform member maintenance requests, process transactions accurately, and support operational tasks as required. Utilize the CRM (Customer Relationship Management) system and other tools to foster relationship-building conversations, ensuring a consistent approach to onboarding new members and expanding existing relationships. Identify consumer lending opportunities and collaborate with the centralized lending team to ensure a seamless and successful member experience. Operational Responsibilities Mitigate risk by adhering to relevant regulations, policies, and procedures, exercising sound judgment within established guidelines, and maintaining confidentiality. Utilize practical knowledge of digital solutions and technology to assist members and effectively address their concerns. Support Functions Support daily operations of the contact center and meet member service and product needs as required by the digital channel (voice, text, chat, video, etc.) Provide regular support to other credit union departments as needed. Performs other related duties of similar scope and complexity as needed. Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security. Equal Opportunity Employment First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law. Compensation details: 22-26 Hourly Wage PIfd56cde1c9e5-9395

First Financial Federal Credit Union Job Description Job Title: Tax Preparer - Temp / Contractor Enrolled Agent (EA) or Certified Public Accountant (CPA) Department: Financial Dimensions Reports To: Principal Financial and Tax Advisor Salary Grade(s): 10 EEO-1 Job Class: 5 - Administrative Support Workers FLSA Status: Non-exempt Temporary, seasonal Location: Branches In office position, Monday-Friday. Function: The Tax Preparer is responsible for accurately preparing and reviewing federal and state income tax returns. Position Requirements: GENERAL: Detail oriented and ability to multi-task Good communication, customer service and interpersonal skills Ability to prepare federal and state tax returns and provide tax planning services with minimal direction EXPEREINCE: 1 - 3 years of experience is preferred EDUCATION: High school diploma or GED equivalent. Preferred: Bachelor's degree Active Licenses: Enrolled Agent (EA) or Certified Public Accountant (CPA) An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above. Duties: The duties include interacting with clients and staff to collect and organize tax data used to prepare income tax returns. Prepare and review income tax returns and provide tax planning services. Assist staff as needed. Maintain and secure all client and office records with accuracy and diligence. Job duties include: Provide telephone support Schedule appointments Input pertinent tax information and data from tax documents and worksheets for federal and state tax returns using ProSeries software Create spreadsheets in Excel to compile/reconcile client data Identify and extract information provided on source documents such as brokerage statements, W-2s, Form 1099s, Form 1098s, client worksheets, FDI worksheets, etc. Research and apply tax codes based on federal and state requirements Contact clients for missing information Review input for accuracy Scan tax documents Process tax returns which includes collecting and organizing data from clients, inputting pertinent information on the appropriate federal and state tax forms, schedules and worksheets such as Forms 1040, 8283, 502, Schedules 1-6, A, B, C, D and E, and Social Security Benefits Worksheet using the tax software, source documents and FDI work papers, reviewing the completed tax return with clients, collecting payment, etc. Complete QuickBooks entries including invoices, payments and reconciliation Help clients with tax return pick up Provide instruction to the client to complete the filing process for federal and state returns, remit payment for balances, remit estimated tax payments, etc. Secure signatures and all documents required to comply with the electronic e-file process for the federal and state authorities Complete the electronic filing process including transmission and acceptance Perform other general office duties Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security. Equal Opportunity Employment First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law. Date Updated: October 2026 Compensation details: 28-35 Hourly Wage PIe576b7fd2f30-9482

First Financial Federal Credit Union Job Description Job Title: Member Services Representative (MSR) I, II, III Department: Member Experience - Contact Center Reports To: Member Services Contact Center Supervisor Salary Grade(s): 6, 7,8 EEO-1 Job Class: 5 - Administrative Support Workers FLSA Status: Non-exempt Full-time Part-time Temporary Location: Admin Center Telework Work Possible (if checked) Important: See Telework Policy for Additional Criteria Function: Responsible for providing an exceptional member-centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. Offer members a comprehensive, all-in-one experience to meet their financial needs, covering education, services, and sales. This includes account opening, maintenance, and transaction processing, with an emphasis on consultative conversations to strengthen relationships and establish trust as a financial expert. Actively promote a variety of banking solutions to enhance a member's service experience and achieve their financial goals. Position Requirements: GENERAL: Maintain a professional and friendly demeanor, able to quickly build rapport with members across various communication channels, while ensuring confidentiality is always upheld. Highly detail-oriented and service-driven, with strong listening, written, and verbal communication skills. Proficiency in reading, writing, and speaking Spanish is a plus. Capable of working both independently and as part of a team. Proficient in navigating both new and existing credit union systems, essential for the daily responsibilities of the role. Promotions are based on demonstrated performance, manager recommendations, and/or completion of required training. EXPERIENCE: One (1) or more years of customer service or sales experience, with Contact Center experience a plus. Industry experience may qualify candidates for hiring at an advanced level. EDUCATION: High School Diploma or GED equivalent required. Ability to obtain and maintain job-related certification if no job-related advanced degree. Meet or exceed continuing professional education (CPE) requirements. PHYSICAL: Sitting: Regularly Standing: Regularly Walking: Regularly Climbing/Balancing: Seldom Reaching: Occasionally Kneeling/Crawling: Seldom Other: Travel to support branch staffing across the network Talking: Regularly Hearing: Regularly Vision/Seeing: Regularly Typing/Keyboarding: Regularly Driving: Occasionally Lifting: Medium - Up to 50lbs Duties: Member Experience Deliver a personalized and seamless experience for members, addressing all their financial needs across multiple channels. Use training and available resources to understand our services and products, effectively communicating features and benefits to members. Demonstrates initiative by seeking opportunities to grow in responsibility, building knowledge and expertise to assist with more complex member requests. Engage in consultative conversations with members, asking open-ended questions to uncover needs and life events, and educate them on products and services. Provide appropriate recommendations to strengthen relationships and position yourself as a trusted advisor. Member Services Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, making necessary account changes to protect their information, and escalating cases when needed. Open accounts, perform member maintenance requests, process transactions accurately, and support operational tasks as required. Utilize the CRM (Customer Relationship Management) system and other tools to foster relationship-building conversations, ensuring a consistent approach to onboarding new members and expanding existing relationships. Identify consumer lending opportunities and collaborate with the centralized lending team to ensure a seamless and successful member experience. Operational Responsibilities Mitigate risk by adhering to relevant regulations, policies, and procedures, exercising sound judgment within established guidelines, and maintaining confidentiality. Utilize practical knowledge of digital solutions and technology to assist members and effectively address their concerns. Support Functions Support daily operations of the contact center and meet member service and product needs as required by the digital channel (voice, text, chat, video, etc.) Provide regular support to other credit union departments as needed. Performs other related duties of similar scope and complexity as needed. Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security. Equal Opportunity Employment First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law. Compensation details: 22-26 Hourly Wage PIfd56cde1c9e5-9395