Member Service Associate

Job Description

Job Description

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.

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

Primary location : St. Johnsbury, VT

Specific duties include :

• 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 EastRise locations. This could include project work, collaboration, and additional duties as assigned. The member service associate will spend time at different EastRise 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.

Experience :

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

Education/Certifications/Licenses

A high school degree or equivalent.

Interpersonal Skills

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.

Other Skills

COMPETENCIES: Must be at least 18 years of age. Favorable Background, Credit, Criminal, Bond ability, and Reference Checks required. (Motor Vehicle check dependent on position.) Travel to other branches or locations may be required depending on position.

Ability to analyze loan applications and other documents to determine if they are in good order and have appropriate signatures. Strong organizational, multi-tasking, data and information management, writing and member service skills. Strong written and verbal professional communication skills. Knowledge of Microsoft Office products, financial systems, and digital communication tools. Ability to work cooperatively with others, work efficiently and provide accuracy 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.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. 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 the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.