Member Service Associate

About the Role

The Member Service Associate plays a key role in advancing the credit union's mission by delivering personalized service and helping members achieve financial success. By uncovering member needs through meaningful conversations and providing thoughtful recommendations, this role creates value for members while fostering trust and loyalty. The Member Service Associate supports teller functions, welcomes members as a branch concierge, and ensures members are connected with specialized resources when additional expertise is required.

Responsibilities

• Deliver exceptional member service by assisting with account openings and closures, issuing debit cards, processing wire transfers, and providing support for online and mobile banking.
• Handle advanced responsibilities such as opening and maintaining business, IRA, and fiduciary accounts, and processing various loan applications.
• Apply strong problem-solving skills to address complex member issues and support escalations, often with minimal assistance.
• Manage member traffic and act as a concierge to ensure a smooth and welcoming branch experience.
• Develop strong member relationships by engaging in meaningful discovery conversations to understand financial needs and goals.
• Identify referral opportunities across departments, accurately track member interactions, and build trust through consistent, empathetic service.
• Meet or exceed Member Relationship Development (MRD) goals over time and contribute to the success of branch lending, investment, and financial counseling efforts.
• Support teller operations, assist with branch opening and closing procedures, and ensure equipment is maintained and balanced.
• Demonstrate a proactive attitude by stepping in to meet branch needs and supporting colleagues and members.
• Collaborate with internal departments to deepen understanding of the credit union’s products and services.
• Serve as a knowledgeable resource for new Member Service Consultants (MSCs) and support peers in complex situations.
• Comply with all company policies and procedures, applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Requirements

• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• Previous customer service experience.
• A high school degree or equivalent.
• Must be at least 18 years of age.
• Favorable background, credit, criminal, bondability, and reference checks required. (Motor Vehicle check dependent on position.)
• Travel to other branches or locations may be required.

Skills

• Excellent communication skills to effectively and professionally interact with members and team.
• Strong interpersonal skills with the ability to quickly build positive relationships.
• Effective problem-solving skills and solid attention to detail and accuracy.
• Proficiency in operating computers, keyboard, and standard office equipment.
• Ability to manage multiple priorities on time and with accuracy.
• Superior customer service skills and sound judgment in decision-making.
• Demonstrated empathy in speaking with others about sensitive or difficult situations.
• Ability to work well with a variety of personalities in a fast-paced environment.

Schedule

Monday - Friday, 8:00 am - 5:00 pm, with occasional Saturdays from 9:00 am - 1:00 pm. Position is located in Williston.

Physical Requirements

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing/descending stairs in emergency situations.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on a computer for an average of 6-8 hours per day.
• Must be able to work extended hours when required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

Working Conditions

• Routinely perform work indoors in a climate-controlled shared work environment with moderate noise.
• Must be able to perform job functions independently and with limited supervision.
• Must work effectively as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of performing basic financial calculations with accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization.
• Must demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality, and/or fast pace.
• Must be capable of exercising the highest level of discretion on confidential matters.