Part Time Member Service Representative (Teller)

About the Role

At Mountain America, we create exceptional service experiences with every member, every time. We provide life‑changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. The role involves providing exceptional member service, handling branch operations, and representing the credit union professionally.

Schedule

Part‑time; Monday – Friday, hours vary between 8:40 am – 6:15 pm; Saturdays 8:40 am – 2:15 pm. Flexibility needed. 20 – 25 hrs/week based on branch needs.

Training

Paid training is provided. The first week is full‑time and not flexible.

• Training Schedule: One week, Monday–Friday, 8:45 am – 6:15 pm.

Pay & Benefits

• Starting competitive pay of $17.50 per hour, with increases based on experience plus incentives.
• Performance reviews with opportunities to increase compensation.
• Excellent medical and dental benefits with minimal employee contribution (full‑time employees).
• Paid time off, volunteer time off, and paid holidays.
• Matching 401(k) plan.
• Tuition assistance.
• Professional development opportunities.
• Additional benefits offered.

Responsibilities

Member Focus

• Provide exceptional member service by assessing needs, advising, and assisting with transactions such as opening new accounts and servicing existing ones.
• Educate members on options for managing financial transactions through MACU tools, resources, and technology.
• Cross‑sell products and services as needs arise using a consultative approach.
• Focus on increasing member satisfaction and account retention.
• Meet sales and service goals.
• Use lead lists to make outbound calls to existing members for additional consultation.
• Resolve problems by clarifying complaints, determining causes, providing solutions, expediting corrections, and following up.
• Follow up with thank‑you notes and phone calls using the MACU New Member Onboarding approach.

Branch Operations

• Maintain cash drawer.
• Initiate wire transfers, cashier’s checks, and cash advances.
• Create VISA cards.
• Open and process IRA transactions, certificates of deposit, and redeem savings bonds.
• Place appropriate check holds and issue fee reversals.
• Assist fraud victims by processing fraud disputes.
• Accurately process transactions in accordance with policies and procedures.
• Assist in opening and closing procedures of the branch.
• Responsible for branch security, including vault combinations, security codes, and member information.

Other Responsibilities

• Represent the credit union professionally in dress and actions.
• Keep work area neat and clean.
• Respond to email, voicemail, missed calls, and other communications in a timely manner.
• Actively participate in and complete product knowledge courses.
• Travel may be required.
• Comply with all regulations as required by law.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Thorough knowledge of credit union policies, procedures, and regulations.
• Ability to identify lending opportunities and make recommendations.
• Ability to cross‑sell financial services to create exceptional member service.
• Ability to perform financial calculations.
• Effective written and verbal communication skills.
• Proficient computer operating skills, including Microsoft Office Suite (Outlook, Word, Excel).

Minimum Qualifications

• At least six months of customer service experience (industry experience preferred).
• High school diploma or equivalent.
• Valid driver’s license.

Physical Requirements & Working Conditions

• Ability to talk, hear, sit, use hands, and reach with arms consistently.
• Occasional standing, walking, kneeling, and crouching.
• Close vision (clear at 20 inches or less) and distance vision (clear at 20 feet or more).
• Ability to lift up to 10 lb consistently and up to 50 lb occasionally.
• Moderate noise environment (business office with computers, printers, light traffic).