Member Service Associate

Overview

The Member Service Associate provides efficient, accurate, and polite service to members while gaining insight into their financial needs. Listens attentively to member needs and provides solutions that best suit the member’s needs and goals. Primarily uncovers member financial goals and needs through discovery conversations, while demonstrating empathy for members’ needs and building lasting and effective relationships with members. Refers members to specialist when member need is discovered that requires specialized assistance outside of their knowledge.

Able to assist members with teller-based transactions and perform duties of a concierge for the branch.

Hours
:
Monday - Friday, 30 hours per week between the hours of 8:00 am - 5:00 pm.

• This role focuses on delivering exceptional member service by assisting with account openings and closures, issuing debit cards, processing wire transfers, and providing support for online and mobile banking. It also includes handling more advanced responsibilities such as opening and maintaining business, IRA, and fiduciary accounts, and processing various loan applications. The position requires strong problem-solving skills to address complex member issues and support escalations, often with minimal assistance.
  
  Additionally, it involves managing member traffic and acting as a concierge to ensure a smooth and welcoming branch experience.
• This role focuses on developing strong member relationships by engaging in meaningful discovery conversations to understand financial needs and goals. It involves identifying referral opportunities across departments, accurately tracking member interactions, and building trust through consistent, empathetic service. The position also includes meeting or exceeding Member Relationship Development (MRD) goals over time and contributing to the success of branch lending, investment, and financial counseling efforts.
  
  Ultimately, it supports a member-first approach that drives long-term loyalty and financial well-being.
• A collaborative team player who supports teller operations, assists with branch opening and closing procedures, and ensures equipment is maintained and balanced. Demonstrates a proactive attitude by stepping in to meet branch needs and going the extra mile to support colleagues and members. Strong interpersonal skills with the ability to quickly build positive relationships.
• Demonstrates a strong understanding of internal departments and the credit union’s products and services through one-on-one collaboration across teams. Open to coaching and feedback, with a commitment to continuous improvement. Serves as a knowledgeable resource for new Member Service Associates and supports peers in more complex situations. Brings a well-rounded perspective and a proactive approach to internal support and development.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

A minimum of one year up to three years of similar or related experience, including preparatory experience. Previous customer service experience.

A high school degree or equivalent.

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions. Excellent communication skills to effectively and professionally communicate with members and team.

COMPETENCIES:

Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. (Motor Vehicle check dependent on position.) Travel to other branches or locations may be required depending on position. Member Service;
Communication;
Reliability/ Dependability & Trustworthiness. Effective problem-solving skills Solid attention to detail and accuracy…