Member Service Associate

3 days ago

North Hampton, NH, United States St. Mary's Bank Full time
Overview

Under the direction of the Member Experience Supervisor/Manager, the Member Service Associate II is responsible for providing exceptional service to our members by addressing their inquiries, resolving issues, achieving sales goals, and maintaining deposit account relationships through a positive experience. This role requires strong interpersonal skills, attention to detail, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Greet and assist members with their inquiries and concerns via phone, email, and in-person interactions.

• Maintain and update member accounts, ensuring accuracy and confidentiality.

• Identify and resolve member issues promptly and effectively, escalating when necessary.

• Provide information and guidance on membership benefits, programs, and services available in order to meet branch deposit and loan goals.

• Handle and process member transactions accurately and efficiently.

• Maintain thorough and accurate records of member interactions and transactions.

• Meet established member relationship management standards through onboarding programs, outbound sales calls and referrals to other business lines.

• Work closely with team members and other departments to ensure seamless member service experience.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.

• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.

• Problem-Solving: Ability to identify issues, think critically, and develop effective solutions.

• Mathematical Skills: Basic math skills to handle cash transactions, balance cash drawers, and perform calculations.

• Attention to Detail: High level of accuracy and thoroughness in all tasks and documentation.

• Time Management: Efficiently manage time and prioritize tasks to meet deadlines and service standards.

• Teamwork: Ability to work collaboratively with others, to achieve common goals and improve member service and work a flexible schedule to include Saturdays.

• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.

Physical Demands

• Ability to remain seated or standing for extended periods while performing job tasks.

• Occasional lifting and carrying materials weighing up to 30 pounds.

• Frequent use of hands and fingers to operate office equipment, including computers, phones, and keyboards.

Qualifications

• High school diploma or equivalent is required.

• • Ability to advance to level III if goals meet or exceed expectations.

• One to two years' experience as a customer service representative in either a retail establishment or financial institution in which sales were a function of the job.

• Demonstrated success in sales in a financial organization as well as knowledge of deposit and loan products is required.

• Proven track record in member service.

• Present a professional image to the membership and community.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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