Member Service Associate

Job Description

Job Description

The Member Service Associate provides efficient, accurate, and polite service to members while gaining insight into their financial needs. Listens attentively to member needs and provides solutions that best suit the member’s needs and goals. Primarily uncovers member financial goals and needs through discovery conversations, while demonstrating empathy for members’ needs and building lasting and effective relationships with members. Refers members to specialist when member need is discovered that requires specialized assistance outside of their knowledge. Able to assist members with teller-based transactions and perform duties of a concierge for the branch.

Specific duties include :

• This role focuses on delivering exceptional member service by assisting with account openings and closures, issuing debit cards, processing wire transfers, and providing support for online and mobile banking. It also includes handling more advanced responsibilities such as opening and maintaining business, IRA, and fiduciary accounts, and processing various loan applications. The position requires strong problem-solving skills to address complex member issues and support escalations, often with minimal assistance. Additionally, it involves managing member traffic and acting as a concierge to ensure a smooth and welcoming branch experience.
• This role focuses on developing strong member relationships by engaging in meaningful discovery conversations to understand financial needs and goals. It involves identifying referral opportunities across departments, accurately tracking member interactions, and building trust through consistent, empathetic service. The position also includes meeting or exceeding Member Relationship Development (MRD) goals over time and contributing to the success of branch lending, investment, and financial counseling efforts. Ultimately, it supports a member-first approach that drives long-term loyalty and financial well-being.
• A collaborative team player who supports teller operations, assists with branch opening and closing procedures, and ensures equipment is maintained and balanced. Demonstrates a proactive attitude by stepping in to meet branch needs and going the extra mile to support colleagues and members. Strong interpersonal skills with the ability to quickly build positive relationships.
• Demonstrates a strong understanding of internal departments and the credit union’s products and services through one-on-one collaboration across teams. Open to coaching and feedback, with a commitment to continuous improvement. Serves as a knowledgeable resource for new Member Service Consultants (MSCs) and supports peers in more complex situations. Brings a well-rounded perspective and a proactive approach to internal support and development.
• 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.

Experience

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

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. Excellent communication skills to effectively and professionally communicate with members and team.

COMPETENCIES: Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bondability, and Reference Checks required. (Motor Vehicle check dependent on position.) Travel to other branches or locations may be required depending on position. Member Service; Communication; Reliability/ Dependability & Trustworthiness. Effective problem-solving skills Solid attention to detail and accuracy skills Proficiency in operating computers, keyboard, standard office equipment Managing multiple priorities on time and with accuracy Superior customer service skills Ability to use sound judgement in decision making Effective problem-solving skills Solid attention to detail and accuracy skills Demonstrate empathy in speaking with others about sensitive or difficult situations Works well with a variety of personalities in a fast-paced environment

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.