Member Service Associate – Financial Solutions

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Portsmouth, RI, US

14 days ago Requisition

Seeking Member Service Representative - openings available for multiple levels of experience, with distinct responsibilities as outlined below.

(Entry level)

This position delivers a wide variety of service to our members by providing an extraordinary experience through service window transactions, new account opening, account servicing, and member relationship growth.

Member Service

• Displays a high level of accuracy and efficiency when conducting member transactions, maintains accurate records of all transactions. Balances processed transactions within balancing guidelines.
• Assists members in establishing account relationships and services, utilizing in branch, telephone, and email opportunities.
• Provides account servicing and maintenance.
• Demonstrates ownership of member requests, uses available resources to ensure timely follow-up and effective resolution.

Branch Operations

• Participates in required training and adheres to written policies and procedures of the credit union including BSA, OFAC, and Security.
• Contributes to daily operations of a branch and end of day branch balancing.
• Assists in the daily procedural balancing of Automated Teller Machines (ATMs).

Member Growth

• Demonstrates a solid working knowledge of Credit Union products and services. Properly and enthusiastically looks for member growth opportunities and refers members to the appropriate resource(s).
• Maintains proficiency and knowledge of various bank channels and services to include ATM/debit cards, online banking, mobile banking, bill pay, and other services.
• Ensures members are aware of all channels through education and in branch demonstration.
• Meets assigned member service, relationship growth, and retention goals which contribute to the success of the team.

• High School diploma or equivalent.
• At least six months cash handling and customer service experience.
• Good oral communication skills.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to use basic math skills and spell accurately up to a high school graduate level.

Physical Requirements

• Able to bend, sit or stand for varying periods of time in order to perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary (including weekends).
• Ability to operate routine equipment (i.e. telephone, calculator, copier).
• Must be able to work additional hours whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

(Experience required)

The Member Service Representative II provides solutions to members’ financial needs by providing quality service to members through effective needs-based recognition, handling member concerns and inquiries, and performing transactions with accuracy in a positive and professional manner. The primary role of the Member Service Representative II is to build trusting relationships with our members, recommending financial solutions based on our member needs.

Member Service

• Assist members in establishing account relationships as it relates to Credit Union products and services, utilizing in branch, telephone, and email opportunities.
• Respond to member inquiries and evaluate their needs. Properly and enthusiastically look for growth opportunities and direct members to the appropriate resource.
• Maintain proficient knowledge of bank channels to promote ATM/Debit card usage, Alkami product and services, mobile banking, and bill pay.
• Demonstrate ownership of any customer problem or request by utilizing available resources and following up to ensure effective resolution and member satisfaction.
• Meet assigned member service and retention goals contributing to the success of the team.
• May serve as Member Service Center Agent as needed.

Branch Operations

• Perform accurate, routine transactions as they relate to Credit Union products and services and balance processed transactions daily.
• Perform teller/MSR I duties as required, may assist in training and mentoring of new staff.
• Assist in the operational maintenance and procedural balancing of Automated Teller Machines.
• May assume coordination of branch office operations to include branch opening, closing, and branch balancing.
• Participate in all required training and adhere to written policies and procedures of the credit union including BSA,…