Member Service Associate

About the role

The Member Service Associate provides efficient, accurate, and polite service to members while gaining insight into their financial needs. Listens attentively to member needs and provides solutions that best suit the member’s needs and goals. Primarily uncovers member financial goals and needs through discovery conversations, while demonstrating empathy for members’ needs and building lasting and effective relationships with members. Refers members to specialists when member needs are discovered that require specialized assistance outside of their knowledge.

Responsibilities

• Assists with account openings and closures, issuing debit cards, processing wire transfers, and providing support for online and mobile banking.
• Handles more advanced responsibilities such as opening and maintaining business, IRA, and fiduciary accounts, and processing various loan applications.
• Addresses complex member issues and supports escalations with minimal assistance.
• Manages member traffic and acts as a concierge to ensure a smooth and welcoming branch experience.
• Engages in meaningful discovery conversations to understand financial needs and goals, identifies referral opportunities across departments, and builds trust through consistent, empathetic service.
• Maintains Member Relationship Development (MRD) goals over time and contributes to the success of branch lending, investment, and financial counseling efforts.
• Serves as a knowledgeable resource for new Member Service Consultants (MSCs) and supports peers in more complex situations.

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.
• Favorable background, credit, criminal, bondability, and reference checks required.
• (Motor Vehicle check dependent on position).
• Must be at least 18 years of age.
• Must be capable of performing sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of working 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 able to perform 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.

Qualifications

• Excellent communication skills to effectively and professionally communicate with members and team.
• Strong interpersonal skills with the ability to quickly build positive relationships.
• A proactive attitude by stepping in to meet branch needs and going the extra mile to support colleagues and members.
• A strong understanding of internal departments and the credit union’s products and services through one-on-one collaboration across teams.
• Open to coaching and feedback, with a commitment to continuous improvement.

Skills

• Effective problem-solving skills.
• Solid attention to detail and accuracy skills.
• Proficiency in operating computers, keyboard, standard office equipment.
• Managing multiple priorities on time and with accuracy.
• Superior customer service skills.
• Ability to use sound judgement in decision making.

Benefits

N/A

Pay

N/A

Schedule

N/A