Member Service Associate

Member Service Associate

Salary Range $17.13 - $25.99 Hourly Level Entry Position Type Full Time - Salary Education Level High School Category Retail Banking

Role Summary:

The Member Service Associate (MSA) uses exceptional customer service skills and entry-level knowledge of products and services, banking policies and procedures, and financial literacy, to serve as a resource to members. The MSA performs routine member transactions and escalates more complex transactions to more senior-level positions within the branch. The MSA actively looks for opportunities to deepen member relationships while performing teller transactions, account maintenance, digital banking assistance, and other member needs. Member Service Associates are proactive in referring, following up, and contacting members through phone calls and other communication methods.

What You Will Be Doing:

1. Provide exceptional member service to all whom we serve.
2. Solve problems, take ownership of member concerns, provide prompt resolutions, and follows up as appropriate. Complex concerns are escalated to more senior level positions.
3. Have a core understanding of financial literacy, products, and services and be able to fluidly converse with members.
4. Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
5. Offer appropriate products and/or services to deepen member relationships and refer to other expert team members as appropriate.
6. Make outbound calls to members for the purpose of establishing, growing, and nurturing member relationships.
7. Ensure branch equipment is always working properly and escalates non-repairable issues to leadership.
8. Perform transactions and service requests on member accounts in an accurate and timely manner.
9. Accurately follow all cash handling procedures and balances cash drawer at the end of every shift.
10. Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
11. Assist members with Digital Banking enrollment, navigation, resets, and maintenance.
12. Assist members with routine fraud disputes.

About You:

1. Professional written and verbal communication.
2. Make sound decisions that minimizes risk in a timely manner.
3. Ability to ask open-end and clarifying questions to understand member needs and deepen relationships.
4. Display professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadership.
5. Respect and support all areas of diversity in the workplace and our membership.
6. Complete assigned training programs in timely and accurate manner.
7. Participate in and support a team environment.
8. Meet or exceed established service levels, job performance, and organizational goals.
9. Constantly adapt to changing priorities with a positive attitude.
10. Perform their jobs to a reasonable, acceptable standard, which includes attentiveness to detail, timeliness, and quality of work.
11. Exercises the utmost discretion and sensitivity when assisting with member transactions.

Qualifications

1. Education: High School Degree or equivalent required.
2. Experience:
   • At least one year of customer service experience preferred.
   • Some cash handling experience preferred.
3. Demonstrate and support credit union values and service standards.
4. Attend and engage in community events on behalf of the credit union.
5. Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
6. Demonstrate a high level of personal integrity and ethics.
7. Report for work on time and maintain a schedule of regular attendance.
8. Some travel may be required.
9. Proficient with varying levels of technology.

Our Team Member Value Proposition:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year accrual of Paid Time Off Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Get wise to what's possible with a career at Gesa. Join us!