Banker/Member Service Associate II

St Mary's Bank Credit Union; Nashua (NH); On-site; USD 31,684 - 33,062; Full time

Job summary

St Mary’s Bank Credit Union in Nashua, NH is seeking a motivated Member Service Associate II to deliver exceptional service, build relationships, and drive deposits and lending activity. You will handle inquiries via phone, email, and in person, opening accounts and processing consumer loans within policy.

This role emphasizes needs-based conversations, cross-selling, accurate record-keeping, and teamwork. Previous banking experience and comfort with software tools will help you succeed and grow

Qualifications

• High school diploma or equivalent required; associate’s degree preferred.
• Minimum two years of banking or financial services experience.
• Minimum two years of loan origination and closing experience, with accuracy & compliance.
• Proven track record in deposit growth, lending, and cross-selling.

Responsibilities

• Greet and assist members via phone, email, and in person.
• Conduct needs-based conversations and recommend deposit and lending solutions.
• Open and service consumer deposit accounts within authority; ensure accuracy and compliance.
• Originate, process, and close consumer loans in line with policies.
• Maintain and deepen member relationships; identify opportunities for value-added products.
• Process teller transactions; maintain records of interactions, approvals/denials, and transactions.
• Meet sales, lending, and relationship management standards through onboarding, calls, and referrals.
• Escalate member issues promptly and collaborate with other departments.

Skills

Customer service

Sales

Communication

Time management

Teamwork

Banking software

Problem-solving

Attention to detail

Education

High school diploma

Associate degree preferred

Tools

Microsoft Office

Banking software

Job description

• Pay or shift range: $23.22 USD to $24.06 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Overview

Under the direction of the Member Experience Supervisor/Manager, the Member Service Associate II is responsible for providing exceptional service to our members by building relationships, conducting needs-based conversations, originating and closing consumer loans, and opening and maintaining deposit account relationships. This role is primarily sales-focused and is expected to consistently meet assigned production and relationship goals. The Member Service Associate II must come into the role with strong banking and lending experience, allowing them to operate efficiently and confidently with members from day one.

Key Responsibilities

• Greet and assist members with their inquiries and financial needs via phone, email, and in-person interactions.
• Conduct needs-based conversations to understand member goals and recommend appropriate deposit and lending solutions.
• Open and service consumer deposit accounts within assigned authority, ensuring accuracy, compliance, and a positive member experience.
• Originate, process, and close consumer loans (such as auto, personal, credit cards, and other unsecured or secured lending products) in accordance with credit union policies and regulatory requirements.
• Maintain and deepen member relationships by proactively identifying opportunities to add value and offering additional products and services based on member needs.
• Perform account maintenance and servicing on deposit and loan accounts as needed. Process teller transactions accurately and efficiently.
• Meet established sales, lending, and member relationship management standards through onboarding activities, outbound sales calls, and referrals to other business lines.
• Identify and resolve member issues promptly and effectively, escalating when necessary.
• Maintain thorough and accurate records of member interactions, applications, approvals/denials, and transactions.
• Work closely with team members and other departments to ensure a seamless end-to-end member service and sales experience.
• Support lobby engagement by assisting members who require account opening, lending, or more complex conversations referred by MSA I or other team members.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal, with the ability to explain products and processes in member-friendly language.
• Member Focus: Strong commitment to delivering exceptional member service and building long-term relationships.
• Sales & Lending: Demonstrated strength in sales, including prospecting, needs-based selling, closing, and cross-selling; strong understanding of consumer lending and the end-to-end origination and closing process.
• Problem-Solving: Ability to identify issues, including those of a complex nature, think critically, and develop effective, member-focused solutions.
• Attention to Detail: High level of accuracy and thoroughness in applications, disclosures, documentation, and account/loan setup.
• Time Management: Able to manage multiple member appointments, pipelines, and follow-ups while meeting deadlines and service standards.
• Teamwork: Ability to work collaboratively with others, share information, and support overall branch goals, including occasional assistance with teller or service needs as required.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking/lending software applications.

Physical Demands

• Ability to remain seated or standing for extended periods while performing job tasks.
• Occasional lifting and carrying of materials weighing up to 30 pounds.
• Frequent use of hands and fingers to operate office equipment, including computers, phones, and keyboards.

Qualifications

• High school diploma or equivalent is required; associate’s degree or higher is preferred.
• Minimum two years of experience in banking or a financial services environment.
• Minimum two years of loan origination and closing experience, with a proven record of accuracy and compliance preferred.
• Demonstrated strong sales performance, including meeting or exceeding goals in deposit growth, lending, and/or product penetration.
• Proven ability to build and maintain strong member relationships.
• Present a professional image to the membership and community.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.