Member Services Associate

Job title

Member Service Associate

Reports to

Branch Supervisor

Status

Non-Exempt

Job purpose

Under the direction of the Branch Supervisor and Branch Manager, provides a high level of quality of service to members and provides accuracy in transactions. Performs a variety of member service functions in conformance with established policies and procedures. Adhere to the PICK US culture through exceptional member service during every member interaction. Handles all member transactions with complete discretion and confidentiality.

Duties and responsibilities

Member Service Experience

• Deliver an exceptional member experience every time by:

Greeting members as they enter the branch.

Carefully listen during every member interaction.

Communicating efficiently, showing patience and thorough attentiveness.

Uncovering member's financial needs through meaningful discussion and exploration.

Making educated product and service recommendations based on professional knowledge.

Following up to ensure satisfaction.

Operational Proficiency

• Able to quickly learn and adhere to all policies and procedures related to branch operations to include, but not be limited to, check cashing, deposit taking, cash drawer settlement, online banking navigation, debit card issuance, cancellation and dispute commencement, branch opening and closing, audit requirements, BSA compliance requirements, vault and ATM/ITM administration, and other such functions.
• Processing teller transactions, updating member contact information, provide members with share and loan rates, process stop payments, answer member account questions and order checks.
• Opens new checking and savings accounts, branch lobby direction, provide members with share, loan and account information.

Business Acumen and Technical Knowledge

• Able to quickly learn all functionalities and related benefits inherent in the products and services offered by the Credit Union.
• Demonstrate the ability to build relationships and alliances with members and colleagues.
• Flexible with the willingness and ability to adapt to change.
• Able to demonstrate a high level of proficiency with Mass Bay Credit Union's digital technology offerings.
• Proficient with mobile smart phones and downloading applications. This includes the basics of texting, email and application management.
• Proficient with desktop applications such as MS Office (Excel, Word, PowerPoint, Outlook).
• Proficient using the Internet (mobile and desktop) to search for and locate information.
• Eager to embrace new and emerging technologies.

Support "PICK US"

• Identify member growth opportunities, deepen existing relationships, and discuss Mass Bay Credit Union products and services with non-members.
• In collaboration with branch management and internal business partners, uncover needs and make referrals to cross-sell products and services.
• Engage in growth activities to include uncovering member needs, offering solutions, closing the business, onboarding, follow-up, outbound calling, and recording each point of member contact in the Credit Union's system of record.
• Participate in team meetings, contribute toward branch and credit union growth goals, engage in Credit Union campaigns, and celebrate team successes.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma, or equivalent required. Some experience in a member service environment preferred, but not required. Has or exhibits desire to develop skills in the banking industry and displays the qualities and attributes necessary to deliver superior member experience.

Competencies

To perform the job successfully, an individual should demonstrate the following additional competencies:

Communication - Speaks clearly and persuasively, is an active listener, seeks clarification when necessary, writes clearly and concisely, participates in meetings.

Teamwork - Exhibits objectivity and openness to others' views, gives and welcomes feedback, and contributes toward an energetic, positive team environment. Works well with others as a member of a team.

Problem Solving/Decision Making - Identifies and resolves problems in a timely manner seeking assistance as necessary, develops alternative solutions, works well in group problem solving situations, uses sound judgement, holds oneself accountable for decisions made.

Working conditions

• Has a work space with a chair.
• Traveling may be required to other branch locations.

Physical requirements

• Ability to lift and carry objects up to 25 pounds.
• Ability to use a keyboard, monitor and other standard office equipment.

Direct reports

N/A