Member Service Associate

The Member Service Associate role is focused on deepening member relationships to drive revenue growth and reduce member attrition by serving members (consumer and business) with their deposit and loan account needs and inquiries. This role delivers a full range of financial services to current and prospective members. Success in this role requires providing excellent member service while also gaining insight into financial needs through active listening and effectively identifying and maximizing opportunities to promote products and services when interacting with members.

Monday - Friday, 8:00 am - 5:00 pm

St. Johnsbury, VT

• The member service associate ensures member satisfaction through their interactions. This requires providing exceptional service to members when transacting and in need of deposit and loan account service for both consumer and business. This includes, but isn’t limited to, aiding members with a variety of transaction types, account opening/closing and maintenance, debit and credit card support, fraud, and basic digital banking support.
  
  As a member service associate advances in the role, duties include service related to IRAs and fiduciary accounts, consumer lending, as well as managing more complex situations and escalated member scenarios. This role will also provide teller support/aid with teller-related duties when needed to meet business needs and service objectives.
• By uncovering members’ financial goals and needs through discovery conversations, while demonstrating empathy and building lasting and effective relationships, this role expands members’ wallet share with, and loyalty to, the credit union. The member service associate identifies referral opportunities for other member service experts within and outside of Retail, participates in promotional campaigns and product initiatives at the branch level, and may be asked to engage in member outreach.
  
  The member service associate may also be called upon to engage with members at the community level.
• The member service associate is actively involved in the branch's daily operations. This role handles cash management, fraud mitigation, loss prevention, and applicable processes and procedures at the assigned location(s). This role supports team members, resolves internal and external inquiries, and may be called upon to serve as a proxy for member relationship managers, and/or branch leaders if the need arises.
• The member service associate fosters employee engagement to enhance departmental performance and functions with a team mindset with an intent to achieve organizational goals. Maintains compliance with the credit union’s policies and procedures. Models integrity, sets a positive example, and cultivates a respectful, inclusive team environment.
• While primarily focused on a physical branch location(s), the member service associate is a part of the larger Retail team and works collaboratively to ensure the success of all East Rise lo cations. This could include project work, collaboration, and additional duties as assigned. The member service associate will spend time at different East Rise branch locations to meet business needs.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

A minimum of one year up to three years of similar or related experience, including preparatory experience. Previous customer service experience required.

A high school degree or equivalent.

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.

COMPETENCIES:

Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bond ability, and Reference Checks required. (Motor Vehicle…