Member Service Associate

Schedule:Scheduled shifts Monday - Saturday to support branch operations

Reports To:Branch Manager

Established in 1928 and driven by a goal to make life more comfortable for our community, Webster First Federal Credit Union has grown to an over one-billion-dollar financial institution, serving over 90,000 members across our banking and lending services. Our mission is to leverage who we are as a credit union to empower our members to live their best financial lives.

We focus on members, not profits, and our values of strength, exceptional service, and “New England authenticity” are at the heart of everything we do.

We can’t do it without an exceptional workforce! With approximately 250 employees spread across 15 locations in Massachusetts, Webster First Federal Credit Union is committed to empowering a diverse and inclusive workforce that is representative of the community we serve. Our members come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.

Under the direction of branch management, the Member Service Associate is responsible for delivering exceptional member experience. The Member Service Associate will complete tasks including, but not limited to, sales and service activities, maintaining and balancing teller cash drawers, and processing transactions efficiently, professionally, and accurately. The Member Service Associate will uphold the credit union’s quality standards and provide exceptional member service by identifying member needs, promoting credit union products and services, and supporting efforts for proactive activities that develop new business.

The Member Service Associate will make sound decisions on the teller line that uphold WFFCU values and service expectations, and will adhere to all established policies, procedures, and compliance regulations.

This is a full-time, fully benefitted, hourly position of up to 40 hours per week, with occasional overtime offered.

• Assist with day-to-day branch operating policies, procedures, opening and closing, balancing drawers, and assisting members.
• Work as a teller on the frontline, assisting members with various account-related requests and services, such as opening accounts, wire transfers, savings bonds, foreign currency, stop payments, checks, inquiries about deposit products and service charges, ATM/debit cards, ATM proving, applications, usage, and limits, account transactions and updates, third party check verifications, notary public services, maintaining a cash drawer.
• Project a positive and professional attitude and maintain a neat and orderly work area at all times; address and/or elevate any member complaints as appropriate efficiently and knowledgeably and in adherence with WFFCU Member Service Standards and Telephone Etiquette Standards.
• Answer member inquiries regarding interest rates, service charges, and account histories, and ask discovery questions to cross-sell credit union products and services while complying with disclosure requirements, regulations, and consumer privacy policies.
• Scan and verify branch checks through Check 21 system.
• Escort appropriate WFFCU personnel into the vault and maintain dual controls for safe access including opening, setting timers, and closing the safe deposit vault (where applicable).
• Research and resolve member issues, acting as the liaison between other WFFCU departments.
• Research member questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of necessary documents and affidavits.
• Promote overall BSA compliance by adhering to all BSA and OFAC regulations specific to job function and by assisting the BSA Department as necessary with any departmental function-specific items.
• Actively promote the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at…