Member Service Associate

PRIMARY FUNCTION

The Member Service Associate meets and exceeds member service expectations by performing cash handling responsibilities and assigned member service functions efficiently and accurately, ensuring members’ financial needs are met through product and services referrals. The role also provides education on Credit Union products and services, supports branch sales and service goals, and promotes the Credit Union’s member service model and core values.

• Cash Handling Responsibilities:
  • Accept deposits, perform withdrawals and transfers, cash checks, and make loan payments.
  • Sell cashier’s checks, gift cards, and other teller line products.
  • Perform Visa and Master Card cash advances and Equity loan advances.
  • Assist in opening, verifying, and posting mail, ATM, and night drop deposits and/or payments.
  • Accept current and prior year IRA deposits.
  • Place check holds and complete Currency Transaction Reports in accordance with policy.
  • Balance the cash drawer, daily checks, and traveler checks daily.
  • Approve checks within authority limits.
  • Process Cash bonds, update member records, and verify branch cash shipments and ATM cash deposits.
  • Handle redemption and foreign currency orders and facilitate foreign check creation.
  • Assist in branch vault and safe deposit box operations.
  • Operate and aid in balancing the coin machine and the cash counter for branch balancing and auditing.
• Operational Compliance / Audit:
  • Maintain a minimal level of operational errors while performing duties.
  • Support branch security and fraud prevention by greet members, monitor surroundings, and recognize fraudulent checks and documents.
  • Adhere to record‑retention requirements and all BSA, CIP, Regulation B, CC, and E procedures.
  • Regularly educate members on Regulation
    
    D.
  • Document and complete all member forms correctly.
• Member Service:
  • Provide consultative sales and financial consulting, recommending products and solutions.
  • Maintain a comprehensive understanding of all Credit Union products and services.
  • Assist with member issues, de‑escalate concerns, and handle refunds or disputes.
  • Greet and aid all members in-person or via phone/online, seeking relationship‑building opportunities.
  • Profile new and existing members and cross‑sell appropriate products.
  • Track referrals, member issues, and sales through designated trackers.
  • Order checks, create and manage certificates, process wire transfer documentation, and set up Automated Funds Transfers.
  • Process debit card orders, transactions research, travel notifications, disputes, velocity changes, and core debit card system operations.
  • Operate the computer system to post transactions, open/close accounts, and update member information.
  • Perform branch opening and closing procedures safely and securely.
  • Assist with monthly branch audit checklist and other reports or audits as needed.
  • Promote a favorable image and goodwill of the Credit Union in the community.

None.

Candidates must fully understand Credit Union products and services, assist members effectively, maintain a cooperative, positive attitude, and uphold the Credit Union’s Service Expectation Model. A comprehensive understanding of teller line operations in all capacities is required.

• Education/
  
  Experience:
  
  High school diploma or GED plus six to twelve months related experience or training, or an equivalent combination.
• Language
  
  Skills:
  
  Ability to read, comprehend, and write simple correspondence and present information in one‑on‑one and small group settings.
• Mathematical
  
  Skills:
  
  Proficient in calculations involving percentages, discounts, and commissions; additive, subtractive, multiplicative, and divisive operations using whole numbers, fractions, and decimals.
• Reasoning Ability: Capable of logical calculation and problem solving.
• Other Skills & Abilities: Proficiency in Microsoft Excel, Word, and the Credit Union’s computer system for transactions and e‑mail. Ability to use standard office equipment including PC, calculator, fax, telephone, copier, and scanner. Strong detail orientation, analytical abilities, and understanding of lending concepts. Experience with member online access channels and products comparison.
• Physical Demands: Regular hand use, walking, sitting, standing, reaching, stooping, and occasional lifting or moving up to 50 pounds.
• Mental Demands: Requires alertness, precision, problem solving, numeracy, persuasion, auditory perception, memory, creativity, judgment, writing, reading, imagination, initiative, patience, and visual perception.

Noise level is typically quiet to moderate.

Follow all regulatory and policy compliance requirements, including BSA, OFAC, AML regulations, and maintain confidentiality regarding non‑public member information.