Teller/Client Service Rep

Job Description

The Member Service Representative (MSR) is based in a branch and is responsible for providing consistently exceptional service to members through face‑to‑face interactions and assisting members with a variety of financial transactions, such as deposits and withdrawals, payments, and other related transactions. The MSR must also address member concerns and questions, and identify opportunities for cross‑selling services and products.

Principal Accountabilities

Provides timely and courteous service to all branch members and assists them with financial transactions such as deposits, withdrawals, transfers, and processing of negotiable instruments.

Processes branch member transactions efficiently, accurately, and in a timely manner, including servicing accounts, closing accounts, and completing related documentation.

Performs file maintenance such as processing requests for change of address, check orders, and ordering ATM cards.

Supports the achievement of unit sales goals by identifying opportunities for cross‑selling Credit Union products and services, and referring members to the appropriate business partners.

Maintains cash drawer in accordance with assigned cash limits and policies, balances own daily work and assists with daily branch balancing procedures, completing related documents accurately.

Has thorough knowledge of all Credit Union products and services, including but not limited to deposit and loan products, digital and self‑service opportunities, and other services offered to members.

Responds to member inquiries timely and accurately via telephone, mail, email, or an internal referral.

Develops, expands, and retains member relationships to increase member satisfaction.

Adheres to Branch Service Level Standards, SLAs, and Corporate initiatives.

Actively participates in marketing campaigns, promotions, sales, referral programs, contests, telemarketing, and meetings.

Other Accountabilities

Performs all operational activities in compliance with applicable laws, regulations (Regulation CC, Bank Secrecy Act, etc.), and Credit Union policies and procedures.

Participates in all assigned staff development programs supporting continuous improvement in sales and service, quality, and teamwork.

Consistently reports to work on time, as scheduled.

Completes all BAI trainings and classroom courses.

Performs other duties as assigned.

Knowledge, Education, Certifications, Licenses

High school diploma or GED.

Background in sales and new accounts is highly desirable.

Excellent customer service skills.

Ability to work in a fast‑paced environment.

High degree of accuracy.

Strong communication skills.

Effective problem‑solving skills.

Ability to work well in a team‑oriented environment.

Experience

One year of previous customer service, sales, and cash‑handling experience in retail, banking, or food service.

Working Conditions and Physical Demands

Work is performed in a general office/branch environment. This position does not require significant physical effort. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Safety & Health Policy can be found in the California Credit Union Employee Handbook & Resource Guide.

Available: Monday-Thursday, 9:00 a.m.–5:00 p.m., Friday, 9:00 a.m.–6:00 p.m., rotating Saturdays 9:00 a.m.–2:00 p.m.

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