Member Services Associate

Overview

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.

• Member Service Experience
  • Deliver an exceptional member experience every time by greeting members as they enter the branch.
  • Carefully listen during every member interaction.
  • Communicate efficiently, showing patience and thorough attentiveness.
  • Uncover members' financial needs through meaningful discussion and exploration.
  • Make educated product and service recommendations based on professional knowledge.
  • Follow up to ensure satisfaction.
• Operational Proficiency
  • Able to quickly learn and adhere to all policies and procedures related to branch operations including 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 related functions.
  • Process teller transactions, update member contact information, provide members with share and loan rates, process stop payments, answer member account questions and order checks.
  • Open new checking and savings accounts, assist with 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 smartphones and downloading applications, including 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.

• 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
  • 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, seeks assistance as necessary, develops alternative solutions, works well in group problem solving situations, uses sound judgement, and holds oneself accountable for decisions made.

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

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

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