Member Service Associate

About the Role

The Member Service Associate is responsible for meeting and exceeding member service expectations by performing cash handling and member service functions efficiently and accurately. This role ensures members' financial needs are met by referring products and services and educating members about Credit Union offerings. The position contributes to branch sales and service goals while upholding the Credit Union’s mission and core values.

Responsibilities

• Cash Handling Responsibilities:
  • Accept deposits, perform withdrawals and transfers, cash checks, and process loan payments.
  • Sell cashier’s checks, gift cards, and other teller-line products.
  • Perform Visa and MasterCard cash advances and equity loan advances.
  • Open, verify, and post mail, ATM, and night drop deposits/payments.
  • Accept current and prior-year IRA deposits.
  • Follow Credit Union policy for check holds and Currency Transaction Reports.
  • Balance daily cash drawer, checks, and traveler’s checks.
  • Approve checks within check authority limits.
  • Cash bonds and update member records, including tax files.
  • Verify branch cash shipments and ATM cash deposits.
  • Process redemption and foreign currency orders.
  • Facilitate foreign check creation.
  • Assist in securing the branch vault and safe deposit box operations.
  • Operate and balance the coin machine; assist members with coin processing.
  • Operate the cash counter for branch balancing and auditing.
• Operational Compliance/Audit:
  • Maintain minimal operational errors in all duties.
  • Aid in branch security and fraud prevention by greeting members, monitoring surroundings, and identifying fraudulent activity.
  • Adhere to record retention requirements and complete all member documentation accurately.
  • Follow BSA onboarding CIP procedures and comply with Regulation B, Regulation CC, and Regulation E.
  • Educate members on Regulation D.
• Member Service:
  • Assist members with a consultative sales approach, recommending Credit Union products and solutions.
  • Maintain a vast understanding of all Credit Union products and services through ongoing training.
  • Handle and de-escalate member issues, concerns, or complaints.
  • Greet, assist, and aid all members entering the branch, identifying opportunities to deepen member relationships.
  • Profile new and current members, cross-selling appropriate products and services.
  • Track referrals and member issues via sales and production trackers.
  • Order checks, create/maintain/close certificates, and process debit card orders.
  • Assist members with balancing checkbooks, reconciling account history, and personal financials.
  • Process stop payments, wire transfers, and automated funds transfers (AFT).
  • Operate core systems to post transactions, service accounts, and update member information.
  • Perform branch opening/closing procedures and assist with monthly branch audits.
  • Promote the Credit Union’s image and goodwill in the community.
• Regulatory Compliance & Confidentiality:
  • Follow regulatory and policy compliance requirements, including BSA, OFAC, and AML regulations.
  • Maintain confidentiality of non-public member and Credit Union information.

Qualifications

• Education and Experience:

  High school diploma or GED; six to twelve months of related experience or training, or an equivalent combination of education and experience.

• Skills:
  • Ability to read, comprehend, and write simple instructions, correspondence, and memos.
  • Effectively present information in one-on-one and small group settings.
  • Proficiency in basic mathematical calculations (discounts, interest, commissions, percentages, fractions, and decimals).
  • Strong reasoning and analytical abilities.
  • Proficiency in Microsoft Excel and Word.
  • Ability to use Credit Union computer systems for transactions, inquiries, and email correspondence.
  • Operate standard office equipment (calculator, fax, telephone, photocopier, scanner).
  • Attention to detail and strong analytical skills.
  • Understanding of lending principles is beneficial.
  • Proficiency in member online access channels.
  • Familiarity with financial products/services offered by other institutions compared to Notre Dame FCU.
• Physical Demands:
  • Regularly use hands to handle objects, tools, or controls; talk and hear.
  • Frequently required to walk and sit; occasionally stand, reach, stoop, kneel, crouch, or crawl.
  • Specific vision abilities include close vision, peripheral vision, and ability to adjust focus.
  • Occasionally lift and/or move up to 50 pounds.
• Mental Demands:
  • Frequently required to use alertness, precision, resourcefulness, problem-solving, numeric ability, persuasiveness, and auditory perception.
  • Strong memory, creativity, concentration, judgment, writing, reading, reasoning, imagination, initiative, patience, and visual perception.

Work Environment

The work environment is typically quiet to moderate in noise level.