Branch Member Service Representative I

Job Title
:
Branch Member Service Representative I

Department: Leominster Branch

Department

Location:

881 Merriam Avenue 35 Leominster, MA 01453

Working at Workers Credit Union

At Workers Credit Union, everything starts with a simple but powerful purpose:
We enable financial prosperity through values-driven solutions because everyone deserves a future they can believe in.

For more than a century, we’ve been a trusted partner in helping people make confident financial decisions and build stronger futures. Today, as a $2.5B organization serving over 120,000 members, we continue to evolve, thoughtfully blending personal connection with modern capabilities to better support our members in the moments that matter most.

We call this the Workers Way. It shapes how we show up every day, with personalized guidance, practical solutions, and a deep commitment to doing what’s right. Just as importantly, it defines how we work together. We choose purpose over ego. We communicate directly with respect. We dare to grow. We do the right thing, always
. And we win together
, because meaningful results are built through shared success.

As we look ahead, we’re building on a strong foundation and continuing to evolve how we operate and deliver impact, simplifying experiences and strengthening capabilities.
We have big plans for the future, and we hope you’ll be part of what comes next.

The primary function of the Branch Member Service Representative (BMSR) is to provide excellent service to members, contribute to branch performance in achieving goals, build rapport with members, accurately process financial transactions, educate members about and cross-sell appropriate products and services, and make qualified referrals to business partners.

• Provide exceptional member service by addressing and resolving inquiries, issues, and complaints promptly.
• Maintain a working knowledge of all credit union deposit products, loan products, and electronic delivery channels.
• Lobby leads to ensure a positive member experience.
• Drive sales through service by developing a positive member experience and focusing on solutions that meet members' needs
• Encourage and assist members in resolving financial challenges and achieving goals.
• BMSR II - Open and service all types of WCU deposit and loan accounts.

• Participate in all sales activities to achieve branch goals in product sales, loan and deposit growth, and referrals.
• Participate in community events and networking activities to promote the credit union and build relationships.
• Identify and refer members to internal business partners for small business, investments, mortgages, consumer, and insurance services.

• Accurately process all transactions associated with member service including, deposits, withdrawals, loan payments, check cashing, and drawer balancing. Expected to assist with branch closing procedures, such as vault and branch balancing.
• Performs lobby leadership as scheduled by management.

• May be asked to provide coverage in other WCU branches or departments.
• Adhere to all WCU policies and procedures which include security compliance and following guidelines intended to limit risk exposure to fraud and losses.
• Participates in department and/or organizational projects as directed.
• Performs other tasks or functions as required, requested, necessary or prudent.
• Maintains confidentiality of all member and credit union information and data.
• Regularly demonstrates behaviors as defined by the credit union’s Fundamentals, which are part of the Workers Way culture program.

• High School diploma or equivalent required.

• Minimum of one year of cash handling experience.

• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Knowledge of procedures for handling deposits, withdrawals, transfers, and other financial transactions.
• High level of accuracy in handling cash transactions and maintaining financial records
• Strong organizational skills and the ability to manage multiple…