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Member Services Representative

2 months ago

Milton, United States Tremont Credit Union Full time

Job Summary

Under the direction of the Branch Manager, interact with and serve our membership in account opening, transaction processing, deposit and loan product referrals, and other member needs and services. Work cooperatively with colleagues and management to achieve TCU's strategic goals and objectives. Adhere strictly to all BSA/AML/OFAC and security practices to safeguard the staff against money laundering and robbery attempts. All responsibilities are to be performed in compliance with TCU standard operating procedures, TCU policies, applicable state and Federal regulations and applicable state and federal law, as well as according to TCU's Core Values and Performance Standards.

Essential Responsibilities

  • Serve members' financial needs by opening new accounts for new members and existing households.
  • Process deposits, cash and check withdrawals, loan payments and other transactions, and answer their questions about accounts and prospective accounts, becoming aware of cross-sell opportunities.
  • Build and maintain expertise about TCU's products and services, and make and recognize opportunities to inform members about products and services that could meet their needs.
  • Learn transaction limits and funds availability. Learn why transaction overrides are needed and when to request them.
  • Provide member support, in-person and on telephone, for Online Banking, Mobile Banking, Mobile Deposit, and Shared Branching.
  • Know and adhere to TCU's policies and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) and Office of Foreign Asset Control (OFAC) regulations in order to safeguard against money maundering and other transactions prohibited by Federal law.
  • Know and adhere to TCU's robbery prevention and response policies and procedures to help ensure the safety of the branch staff.
  • Balance teller drawer and assist with branch daily balancing. Bring all over & short differences to supervisor's attention as soon as known in order to make corrections.
  • Assist branch management and colleagues as you see the need or are asked.
  • Ensure that operational process and procedures are being followed in compliance with regulations
  • Timely completion of own performance evaluation.
  • Other duties related to TCU's operations or mission as assigned.
Required Experience & Skills
  • At least one year of supervised W-2 employment in work that included customer service and, preferably, cash handling
  • Successful completion of all items on the UMSR Training Plan Checklist
  • Proficiency with Microsoft Office, or software, applications, and SaaS currently used by TCU and assigned to this position
  • Can perform responsibilities accurately and timely with moderate and reasonable supervision, with minimal reminders and corrections
  • Evident habits of organized workspace and materials, and detail-orientation
  • Clear, friendly, tactful, and effective written and oral communication
  • Critical thinking to evaluate sources of information and draw conclusions
  • Able and willing to work at all branches (Milton, Dorchester, Roslindale and other branches that may be established) as needed
Required Education, Training, Certifications or Licensing
  • High School diploma, GED or foreign country equivalent
  • Frequent in-house, industry or third-party training; on-site and remote
Physical Requirements

The requirements below represent those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable people with disabilities to perform the Essential Responsibilities and meet these Physical Requirements.
  • Sit or stand for long periods of time, walk, talk and hear
  • lift and/or move up to twenty pounds
  • communicate orally, both over the phone and face-to-face, with members and vendors. view a computer monitor and use an alpha-numeric keyboard
  • vision abilities required by this job include close vision, distance vision and color vision


Equal Employment Opportunity and Non-discrimination

Tremont Credit Union provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability or genetic information; in addition to (MGL C 151b) mental illness, retaliation and active military. Tremont Credit Union complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.