Member Service Specialist - Worcester Floater

Job Title: Member Service Specialist FLOATER Location: Worcester Region Schedule: Scheduled shifts Monday - Saturday to support branch operations Reports To: Branch Manager About Webster First Federal Credit Union Established in 1928 and driven by a goal to make life more comfortable for our community, Webster First Federal Credit Union has grown to an over one-billion-dollar financial institution, serving over 90,000 members across our banking and lending services. Our mission is to leverage who we are as a credit union to empower our members to live their best financial lives. We focus on members, not profits, and our values of strength, exceptional service, and “New England authenticity” are at the heart of everything we do. We can’t do it without an exceptional workforce! With approximately 250 employees spread across 15 locations in Massachusetts, Webster First Federal Credit Union is committed to empowering a diverse and inclusive workforce that is representative of the community we serve. Our members come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger. Summary Under the direction of branch management, the Member Service Specialist is responsible for delivering a well‑rounded member experience. The Member Service Specialist will complete tasks including, but not limited to, sales and service activities, maintaining and balancing teller cash drawers, and processing transactions efficiently, professionally, and accurately. The Member Service Specialist will uphold the credit union’s quality standards and provide exceptional member service by identifying member needs, promoting credit union products and services, and supporting efforts for proactive activities that develop new business. The Member Service Specialist will make sound, independent decisions and provide leadership on the teller line by troubleshooting questions and giving support to colleagues. The Member Service Specialist will adhere to all established policies, procedures, and compliance regulations. This is a full‑time, fully benefitted, hourly position of up to 40 hours per week, with occasional overtime offered. This is a floating position located in the Worcester region, traveling between and providing support to the Auburn, Charlton, Douglas, Dudley, Spencer, Webster, West Boylston, Whitinsville, Worcester, Hopkinton, and Fitchburg branches, as well as the Operations Call Center, as assigned. Mileage is reimbursed in accordance with current IRS rates and WFFCU policy. Essential Duties and Responsibilities Assist with day‑to‑day operating policies, procedures as well as branch opening and closing, balancing drawers, voids, adjustments, and supporting coworkers in assisting members. Assist members with various account‑related requests and services, such as opening accounts, wire transfers, savings bonds, foreign currency, stop payments, checks, inquiries about deposit products and service charges, ATM/debit cards, ATM proving, applications, usage, and limits, account transactions and updates, third party check verifications, notary public services, maintaining a cash drawer, and working as a teller on the frontline as needed. Provide service to members seeking assistance in opening and maintaining business accounts, trusts, IRAs, and cross‑selling WFFCU products and services to meet and exceed branch goals. Project a positive and professional attitude and maintain a neat and orderly work area at all times; address and/or elevate any member complaints as appropriate efficiently and knowledgeably and in adherence with WFFCU Member Service Standards and Telephone Etiquette Standards. Answer member inquiries regarding interest rates, service charges and account histories, and ask discovery questions to cross‑sell credit union products and services while complying with disclosure requirements, regulations, and consumer privacy policies. Scan and verify branch checks through Check 21 system. Count, record, add, and audit currency in cash, cash machines, cash recyclers, ATM machines, and vaults. Manage and order branch cash needs through the CETO system. Escort appropriate WFFCU personnel into the vault and maintain dual controls for safe access including opening, setting timers, and closing the safe deposit vault (where applicable). Research and resolve member issues, acting as the liaison between other WFFCU departments. Research member questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of necessary documents and affidavits. Assist branch management with various weekly, monthly, quarterly, and periodic audits to ensure security, safety, and compliance with all policies and regulations. Promote overall BSA compliance by adhering to all BSA and OFAC regulations specific to job function and by assisting the BSA Department as necessary with any departmental function‑specific items. Actively promote the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at least annually for information security topics, BSA, and GLBA; annual BSA training will be position specific. Annual training will also include courses on any of the following regulations as they relate to the position described herein: SAFE Act, regulations B, C, D, E CC, DD, and Z, as well as any training deemed necessary to promote adherence to applicable regulatory requirements. Perform other, job‑related duties as assigned. Qualifications/Requirements Ability to complete simple math transactions, including addition, subtraction, multiplication, and division in all units of measure, using whole numbers, common fractions, and decimals. Ability to read, analyze, and interpret written and oral instruction. Ability to speak, read, and write English fluently, required – bilingual candidates are a plus. Ability to obtain and maintain Notary Public status, if requested. Excellent communication skills – ability to present information and respond to questions from members of management and credit union members professionally. Pleasant demeanor – ability to deliver exceptional member service externally and internally, and to work cooperatively with a diverse pool of colleagues and members. Ability to define problems, collect data, establish facts, and draw valid conclusions, and exercise good judgment, knowing when to pull in a supervisor for assistance. Proficient in computer / software programs, including Microsoft Office. Valid, insurable driver’s license and reliable transportation to be able to work at various locations around the Worcester region. Ability to appear for work, consistently, reliably, and dependably, as scheduled. Education/Training Experience High school diploma or equivalent, required; college degree or certification in a relevant field, preferred. Minimum of three years of experience in a customer service role, including handling cash transactions. One to three years of bank/credit union experience is required. Physical Demands & Work Environment This role primarily takes place in a professional office environment and involves sedentary work, at a desk or teller station, using a computer, and engaging in phone or video conversations. The noise level is generally moderate. Employees may need to sit or stand for extended periods, move about the office, and occasionally lift, push, pull, or carry items up to 20 pounds. Some repetitive motion including movements (motions) of the wrists, hands, and/or fingers. Employees are required to have visual acuity to perform activities such as transcribing, viewing and using a computer, and reading documents, as well as the ability to communicate verbally with colleagues, supervisors, members, and visitors. Reasonable accommodations will be provided as needed. Pay Range Pay Range: Salary Band 1, $25 - $27 / hour Note: This range reflects the full salary band for positions at this level. Individual compensation is determined based on experience, skills, and internal equity. #J-18808-Ljbffr