Member Service Specialist - Floater

Job Title:Member Service Specialist FLOATER

Location:Worcester Region

Schedule:Scheduled shifts Monday - Saturday to support branch operations

Reports To:Branch Manager

Established in 1928 and driven by a goal to make life more comfortable for our community, Webster First Federal Credit Union has grown to an over one-billion-dollar financial institution, serving over 90,000 members across our banking and lending services. Our mission is to leverage who we are as a credit union to empower our members to live their best financial lives.

We focus on members, not profits, and our values of strength, exceptional service, and “New England authenticity” are at the heart of everything we do.

We can’t do it without an exceptional workforce! With approximately 250 employees spread across 15 locations in Massachusetts, Webster First Federal Credit Union is committed to empowering a diverse and inclusive workforce that is representative of the community we serve. Our members come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.

Under the direction of branch management, the Member Service Specialist is responsible for delivering a well-rounded member experience. The Member Service Specialist will complete tasks including, but not limited to, sales and service activities, maintaining and balancing teller cash drawers, and processing transactions efficiently, professionally, and accurately. The Member Service Specialist will uphold the credit union’s quality standards and provide exceptional member service by identifying member needs, promoting credit union products and services, and supporting efforts for proactive activities that develop new business.

The Member Service Specialist will make sound, independent decisions and provide leadership on the teller line by troubleshooting questions and giving support to colleagues. The Member Service Specialist will adhere to all established policies, procedures, and compliance regulations.

This is a full-time, fully benefitted, hourly position of up to 40 hours per week, with occasional overtime offered. This is a floating position located in the Worcester region, traveling between and providing support to the Auburn, Charlton, Douglas, Dudley, Spencer, Webster, West Boylston, Whitinsville, Worcester, Hopkinton, and Fitchburg branches, as well as the Operations Call Center, as assigned. Mileage is reimbursed in accordance with current IRS rates and WFFCU policy.

• Assist with day-to-day operating policies, procedures as well as branch opening and closing, balancing drawers, voids, adjustments, and supporting coworkers in assisting members.
• Assist members with various account-related requests and services, such as opening accounts, wire transfers, savings bonds, foreign currency, stop payments, checks, inquiries about deposit products and service charges, ATM/debit cards, ATM proving, applications, usage, and limits, account transactions and updates, third party check verifications, notary public services, maintaining a cash drawer, and working as a teller on the frontline as needed.
• Provide service to members seeking assistance in opening and maintaining business accounts, trusts, IRAs, and cross‑selling WFFCU products and services to meet and exceed branch goals.
• Project a positive and professional attitude and maintain a neat and orderly work area at all times; address and/or elevate any member complaints as appropriate efficiently and knowledgeably and in adherence with WFFCU Member Service Standards and Telephone Etiquette Standards.
• Answer member inquiries regarding interest rates, service charges, and account histories, and ask discovery questions to cross‑sell credit union products and services while complying with disclosure requirements, regulations, and consumer privacy policies.
• Scan and verify branch checks through Check 21 system.
• Count, record, add, and audit currency in cash, cash machines, cash recyclers, ATM machines, and…