Branch Specialist

Job Description

Job Description

Position Title: Branch Specialist

Department: Williamstown Branch

Work Arrangement: In-Office 8:15a-4:15p M-F; partial Saturday twice a month

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 Specialist serves as a knowledgeable and responsive resource for members, supporting new account openings, loan origination, and problem resolution. This role is responsible for delivering exceptional member service and supporting a wide range of teller transactions, account types, and product solutions. The Specialist assists in guiding members through complex account matters and contributes to team training and support. Promotes credit union products and services, ensures compliance with operational policies, and maintains cash handling standards.

Essential Functions & Responsibilities:

1.

Assists members with establishing memberships and open and maintain personal, business, and fiduciary accounts such as trusts, estates, POAs, and UTMAs. They also support related account services including debit cards, digital/phone banking, check orders, and direct deposits.

2.

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

3.

Assist with complex account maintenance, including fraud claims, account disputes, name changes, collection account matters, deceased member accounts, wire transfers and term share certificate renewals. Process overrides and fee rebates within assigned authority. Perform Notary Public services, as applicable.

4.

Manages cash and coin inventory, requests and verifies currency, follows cash control procedures and policy, and ensures workstation security.

5.

Provide accurate product knowledge, offer tailored solutions, and refer members to appropriate departments for specialized services. Cross-sell products in alignment with member needs and organizational goals.

6.

Performs operational support tasks such as; transaction overrides, vault management, ATM balancing, balances cash recyclers, and opens and closes the branch as needed. Participates in the training and support of new team members, and models excellent service and adherence to procedures.

Originate, process and close consumer loan applications. Interview and originate Home Equity loan applications. Guide members through disclosures, document collection, and coordinates with lending teams. General knowledge of mortgage products.

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, loan requests, and teller-related transactions are processed accurately, efficiently, and in compliance with policy.
2. Daily balancing and cash management procedures are followed with minimal errors.
3. Sales goals and referral targets are met or exceeded through active member engagement.
4. Account problem resolution and member inquiries are resolved effectively with appropriate documentation.
5. Members receive timely, courteous, and knowledgeable service. Contributions to team support and training improve overall service delivery.
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 or public-facing service experience required. Progressive experience in Member Service type roles and a minimum of 2 years’ experience in a Teller or cash handling position preferred.

Education: High school diploma or equivalent required.

Interpersonal Skills: Demonstrates strong communication, problem-solving, and member engagement skills. Capable of handling sensitive account issues with discretion and professionalism.

Technical/Other Skills: Proficient in Microsoft Office Suite and core banking systems. Familiar with standard office equipment and online banking tools. Ability to analyze account and lending documents. Familiarity with cash recyclers, check scanning, vault controls, and teller line operations. Ability to process high volumes efficiently and accurately

Key Competencies:

Member Service

Communication

Attention to Detail

Additional Competencies:

Problem Solving

Collaboration

Analytical/Critical Thinking

Physical Requirements:

Must be able to remain in a seated or standing position for extended periods and operate standard office equipment. May require light lifting of up to 25 pounds.

Work Environment:

Branch-based, member-facing environment with occasional need for coverage at other locations depending on operational needs.

Salary Range:

The salary range for this role is $20.00 to $23.51. 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.