Universal Member Representative

Universal Member Representative

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.

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.