Member Service Associate

Department: Member Services
Reports To: Assistant Branch Manager or Branch Manager
FLSA: Non-exempt

About the role

Receive and pay out money, and keep records of money and negotiable instruments involved in financial transactions.

Responsibilities

• Welcome on-site visitors, determine the nature of business, and guide visitors to appropriate personnel or help them directly.
• Receive checks and cash for deposit in person, via mail, or by night deposit. Verify amount and examine checks for endorsements.
• Cash checks and complete withdrawals and payouts after verification of signatures and member balances.
• Enter members' transactions into computer to record transactions and issue computer-generated receipts.
• Place holds on accounts for uncollected funds.
• Order daily supply of cash, and count incoming cash.
• Balance currency, coin, and checks in cash drawer at end of shift and compare totaled amounts with data displayed on computer screen.
• Explain, promote, and sell products or services that will benefit the member.
• Research and resolve member inquiries.
• Complete transactions for money orders, cash advances, gift cards, savings bonds, cashiers checks, verifications, and loan payments when necessary.
• Assist other departments and areas as needed (e.g., filing, scanning, phones).
• Use CDM/Recyclers to assist members in transactions.

Requirements

• High school diploma or general education degree (GED) preferred; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to members, clients, and other employees.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to research data and make accurate decisions.
• Ability to use and operate Contact Management systems, 10-key, faxes, copiers, scanning equipment, drive-up equipment, and Internet software (spreadsheets and word processing).
• Must complete ongoing sales and service training.
• Familiarity with credit union robbery preparedness procedures.
• A MSA1 will be required to complete a pre-determined list of functions and training within the first 12 months of hire date.

Competencies

• Dependability: Responds to requests for service and assistance, follows instructions, takes responsibility for own actions, commits to doing the best job possible.
• Job Knowledge/Job Fit: Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision.
• Adaptability: Adapts to changes in the work environment, manages competing demands, accepts criticism and feedback, changes approach or method to best fit the situation.
• Communications: Exhibits good listening and comprehension, keeps others adequately informed, selects and uses appropriate communication methods, speaks clearly and persuasively, writes clearly and informatively.
• Teamwork: Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit.
• Quality: Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance.
• Planning & Organization: Adheres to attendance/punctuality expectations, prioritizes and plans work activities, uses time efficiently, sets goals and objectives, works in an organized manner.
• Sales and Service (INSPIRE SALES and SERVICE): Displays courtesy and sensitivity, manages difficult/emotional member situations, meets commitments, focuses on and responds promptly to member needs, solicits member feedback to improve service, explains financial concepts clearly, recommends products to members, overcomes objections.

Physical Demands

• Regularly required to stand, walk, sit; use hands to finger, handle, or feel; and reach with hands and arms.
• Frequently required to climb or balance, stoop, kneel, crouch, or crawl.
• For employees assigned to a retail branch, may be required to stand regularly with limited availability to sit.
• Occasionally required to taste or smell.
• Must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus.
• Regularly works near moving mechanical parts.
• The noise level in the work environment is usually moderate.

Pay

$16.00 - $20.00 per hour