Member Service Associate

About the Role

The Member Service Associate role is focused on deepening member relationships to drive revenue growth and reduce member attrition by serving members (consumer and business) with their deposit and loan account needs and inquiries. This role delivers a full range of financial services to current and prospective members, providing excellent service while identifying opportunities to promote products and services.

Responsibilities

• Ensure member satisfaction through exceptional service for deposit and loan account needs, including transactions, account opening/closing, debit/credit card support, fraud resolution, and basic digital banking assistance.
• Advance to handle IRAs, fiduciary accounts, consumer lending, and complex or escalated member scenarios.
• Provide teller support and assist with teller-related duties as needed.
• Uncover members’ financial goals through discovery conversations, building lasting relationships to expand wallet share and loyalty.
• Identify referral opportunities for other member service experts and participate in promotional campaigns and product initiatives.
• Engage in member outreach and community-level interactions as required.
• Support daily branch operations, including cash management, fraud mitigation, loss prevention, and compliance with policies and procedures.
• Collaborate with the broader Retail team, including project work and additional duties as assigned.
• May serve as a proxy for member relationship managers or branch leaders when needed.
• Foster employee engagement, model integrity, and cultivate a respectful, inclusive team environment.
• Comply with all company policies, procedures, and applicable laws, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Control.

Schedule

Monday - Friday, 8:00 am - 5:00 pm, with occasional Saturdays from 9:00 am - 1:00 pm.

Location

Primary location: Williston, VT. Travel to other EastRise branch locations may be required to meet business needs.

Requirements

• A minimum of one to three years of similar or related experience, including preparatory experience.
• Previous customer service experience required.
• High school diploma 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).

Skills

• Strong organizational, multitasking, and data/information management skills.
• Excellent written and verbal professional communication skills.
• Proficiency in Microsoft Office products, financial systems, and digital communication tools.
• Ability to analyze loan applications and documents for completeness and accuracy.
• Ability to work cooperatively with others in a fast-paced, detail-oriented environment.
• Courtesy, tact, and interpersonal skills for routine customer interactions.
• Ability to perform job functions independently or with limited supervision.
• Capability to handle multiple, simultaneous, and changing priorities under deadlines.
• High level of discretion for confidential matters.

Physical Requirements

• Primarily sedentary work with occasional lifting of up to 10 lbs.
• Capable of climbing/descending stairs in emergency situations.
• Able to operate routine office equipment (telephone, copier, fax, calculator).
• Must be able to work on a computer for an average of 6-8 hours per day.
• Ability to work extended hours as required by management.
• Capable of regular, reliable, and timely attendance.

Working Conditions

• Routine indoor work in a climate-controlled private work area with minimal noise.
• Must be able to remain composed under stress, deadlines, or fast-paced environments.
• Ability to interact professionally with diverse personalities and cultures at all levels.