Universal Member Representative

Job Description

Job Description

Franklin First Federal Credit Union a division of Greylock Federal Credit Union

Position Title: Universal Member Representative

Department: Franklin First 57 Newton Street Greenfield MA 01301

Work Arrangement: In-Office (8:15a-5:15p one hour lunch; Every other Saturday 8:45a-12:00p)

Bilingual preferred not required

Bilingual employees are eligible to receive a stipend in addition to the posted pay range below after completing a proficiency test.

Sign on bonus : $1,500.00 sign on bonus available for full-time employment. Eligibility for the bonus is $500 after successful completion of onboarding/training to be paid with two months of service, and $1,000 after 6 months of continued full-time satisfactory service.

We are guided by our IDEA principles - Inclusion, Diversity, Equity, and Accessibility - to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce - reflecting multiple identities - and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive, while also upholding our cultural standards of psychological safety, respect, and collaboration in every interaction.

The Universal Member Representative provides exceptional and accurate service through courteous and professional interactions. This role performs a combination of teller transactions, account services, and member support functions. Responsibilities include processing financial transactions, maintaining accurate member records, cross-selling products and services, and ensuring compliance with operational, cash-handling, and security standards.

Essential Functions & Responsibilities:

30%

Assists members with establishing memberships, opens and maintains personal and business accounts, supports all related account services (notary, IRA, wire transfers), including debit cards, digital/phone banking, check orders, and direct deposits, while also carrying out lending responsibilities.

30%

Accurately processes a variety of Teller transactions in accordance with cash handling procedures and policy (deposits, withdrawals, loan payments, check cashing, etc). Cash recycler trained, balances cash and work daily, and ensures proper documentation is signed.

15%

Manages cash and coin inventory, requests and verifies currency, follows cash control procedures and policy, and ensures workstation security. Maintains up-to-date knowledge of credit union procedures, services, and compliance requirements.

15%

Assists members with account inquiries, ATM access, including fraud claims and account disputes. Perform account maintenance and resolve issues efficiently. Adheres to procedures for safeguarding member information and data confidentiality.

10%

Provides basic guidance on credit union products and services. Cross-sells, offers tailored solutions and refers members to appropriate departments for specialized services.

The above is a description of the ordinary duties of the position. It should be expected that from time to time other duties, both related and unrelated to the above, may be assigned and, therefore, required.

Performance Measurements:

1. Member accounts and loan requests are processed accurately, efficiently, and in compliance with policy.
2. Cash drawer and workstation are consistently balanced and secured with minimal errors.
3. Consistently meets or exceeds member service expectations and contributes to a positive and inclusive team environment.
4. Referrals and cross-sells support product and service growth, meeting monthly referral goals.
5. Adherence to operational and compliance standards is consistently demonstrated.
6. Upholds Greylock’s cultural standards by fostering respect, inclusion, psychological safety, and collaboration in all interactions.

Knowledge and Skills:

Experience: At least 1 year of financial services in customer or member-facing roles and six months of cash handling experience in a financial or customer service setting preferred.

Education: High school diploma or equivalent required.

Interpersonal Skills: Positive, professional communication style with strong interpersonal and organizational skills. Demonstrates empathy and responsiveness in a service setting.

Technical/Other Skills: Proficiency in Microsoft Office and branch systems; ability to use cash recyclers, adding machines, and standard office technology. Ability to process high volumes efficiently and accurately.

Key Competencies:

Member Service

Attention to Detail

Communication

Additional Competencies:

Problem Solving

Collaboration

Sales & Influence

Physical Requirements:

Must be able to remain in a seated or standing position for extended periods and operate standard office equipment. Lifting of up to 25 pounds may occasionally be required.

Work Environment:

Member-facing branch setting with frequent in-person interactions and occasional need for coverage at other locations, depending on operational needs. Mileage reimbursed when traveling between locations.

Salary Range:

The salary range for this role is $20.00 to $23.27. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual’s need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.

Review of the candidate pool for each opportunity with Greylock Federal Credit Union will begin on the fourteenth day of posting.