Sr. Member Service Associate (Sr. Teller)

About the role

The Sr. Member Service Associate (MSA) is an experienced, journey level, Member Service Associate that provides exceptional member service as they perform teller transactions, account maintenance, and digital banking assistance for members.

Responsibilities

• Solve problems, take ownership of member concerns, provide prompt resolutions, and follow up as appropriate.
• Handles more complex and sensitive member concerns.
• Have a core understanding of financial literacy, products, and services and be able to fluidly converse with members.
• Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
• Offer products and/or services to deepen member relationships and refer to other expert team members as appropriate.
• Make outbound calls to members for the purpose of establishing, growing, and nurturing member relationships.
• Able to open consumer deposit accounts and perform consumer account maintenance.
• Able to place cash orders, supply orders, balance vault cash, and maintain ATMs.
• Process domestic wire requests.
• Review and process overrides/approvals within your authority while minimizing risk.
• Mentor and help train new MSAs.
• Absorb and assist leadership with branch certifications, cash drawer audits, cash drawer overages, and OFAC reports.
• Perform transactions and service requests on member accounts in a correct and timely manner.
• Accurately follow all cash handling procedures and balance cash drawer at the end of every shift.
• Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
• Help members with Digital Banking enrollment, navigation, resets, and maintenance.
• Assist members with routine fraud disputes.

Requirements

• Education: High School Degree (or equivalent) required.
• Experience: Cash handling experience required. At least one (1) year of customer service experience preferred. At least one (1) year of teller experience preferred. Demonstrate and support credit union values and service standards. Attend and engage in community events on behalf of the credit union. Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements. Demonstrate a high level of personal integrity and ethics. Report for work on time and keep a schedule of regular attendance.
• Proficient with varying levels of technology.

Qualifications

• Professional written and verbal communication.
• Make sound decisions that minimizes risk in a timely manner.
• Ability to ask open-end and clarifying questions to understand member needs and deepen relationships.
• Display professional people skills to relate effectively to members, the public, colleagues, and all levels of leadership.
• Respect and support all areas of diversity in the workplace and our membership.
• Complete assigned training programs in prompt and correct manner.
• Participate in and support a team environment.
• Meet or exceed established service levels, job performance, and organizational goals.
• Constantly adapt to changing priorities with a positive attitude.
• Perform their jobs to a reasonable, acceptable standard, which includes attentiveness to detail, timeliness, and quality of work.
• Exercises the utmost discretion and sensitivity when assisting with member transactions.

Benefits

Competitive Pay
Medical, Dental, Vision, and Life Insurance
20 days/year of Paid Time Off – Plus 10 Paid Holidays!
401(k) Match
Incentive Program
Tuition Assistance and Student Loan Repayment
Commuter Benefits
Paid Time Off to Volunteer in the Community
Product discounts
Engaging Work Environment
Rewards and Recognition Programs

Pay

Full Salary Range: $20.00-$29.86

Schedule

Hours may vary based on business needs.