Branch Member Service Representative I

About the Role

At Workers Credit Union, everything starts with a simple but powerful purpose: We enable financial prosperity through values-driven solutions because everyone deserves a future they can believe in. For more than a century, we’ve been a trusted partner in helping people make confident financial decisions and build stronger futures. Today, as a $2.5B organization serving over 120,000 members, we continue to evolve, thoughtfully blending personal connection with modern capabilities to better support our members in the moments that matter most. We call this the Workers Way.

The primary function of the Branch Member Service Representative (BMSR) is to provide excellent service to members, contribute to branch performance in achieving goals, build rapport with members, accurately process financial transactions, educate members about and cross-sell appropriate products and services, and make qualified referrals to business partners.

Responsibilities

• Member Sales, Service, and Education:
  • Provide exceptional member service by addressing and resolving inquiries, issues, and complaints promptly.
  • Maintain a working knowledge of all credit union deposit products, loan products, and electronic delivery channels.
  • Ensure a positive member experience through lobby leadership.
  • Drive sales through service by developing a positive member experience and focusing on solutions that meet members' needs.
  • Encourage and assist members in resolving financial challenges and achieving goals.
  • Open and service all types of Workers Credit Union deposit and loan accounts (BMSR II).
• Branch Growth:
  • Participate in all sales activities to achieve branch goals in product sales, loan and deposit growth, and referrals.
  • Participate in community events and networking activities to promote the credit union and build relationships.
  • Identify and refer members to internal business partners for small business, investments, mortgages, consumer, and insurance services.
• Branch Operations:
  • Accurately process all transactions associated with member service including deposits, withdrawals, loan payments, check cashing, and drawer balancing.
  • Assist with branch closing procedures, such as vault and branch balancing.
  • Perform lobby leadership as scheduled by management.
• Other Duties:
  • Provide coverage in other Workers Credit Union branches or departments as needed.
  • Adhere to all WCU policies and procedures, including security compliance and fraud prevention guidelines.
  • Participate in department and/or organizational projects as directed.
  • Perform other tasks or functions as required, requested, necessary, or prudent.
  • Maintain confidentiality of all member and credit union information and data.
  • Regularly demonstrate behaviors as defined by the credit union’s Fundamentals, part of the Workers Way culture program.

Requirements

• High School diploma or equivalent required.
• Minimum of one year of cash handling experience.

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Knowledge of procedures for handling deposits, withdrawals, transfers, and other financial transactions.
• High level of accuracy in handling cash transactions and maintaining financial records.
• Strong organizational skills and the ability to manage multiple tasks efficiently in a fast-paced environment.
• Capacity to work collaboratively with colleagues to achieve team goals and provide consistent service.
• Ability to maintain strict confidentiality regarding customer information and financial transactions.
• Awareness of security procedures for safeguarding cash and protecting against fraud and theft.
• Proficiency in using banking software and technology platforms, including ATMs, cash counting machines, and point-of-sale systems.

Work Environment

This role requires working on-site in a bank branch environment. Routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel, or operate objects, tools, or controls and to reach with hands and arms. May involve occasional lifting of cash boxes and extended periods of standing. Ability to travel to other work locations as required.

Pay

Pay Grade: 6 (FLSA Status: Non-Exempt)

Pay Grade Range: $20.06 - $25.07 per hour. Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements, and/or skill level, and will be finalized at the time of offer.

Benefits

• Comprehensive medical, dental, and vision plans.
• Basic life and AD&D insurance, short-term disability, and long-term disability.
• 15+ days of paid time off (PTO) per year.
• Up to 16 hours of volunteer time off (VTO) per year.
• 11+ paid holidays.
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program.
• Mental health resources including an Employee Assistance Program (EAP).
• Individualized learning and development programs.