Branch Member Service Representative I

Nashoba Valley Chamber of Commerce; Westford (MA); On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Comprehensive medical plans

Dental and vision plans

Paid time off (PTO) 15+ days per year

Volunteer time off (VTO)

Paid holidays 11+

401(k) with match

Tuition reimbursement

Employee assistance program

Job summary

Workers Credit Union is seeking a Branch Member Service Representative at our Westford, MA branch for full-time work. You will deliver exceptional member service, process financial transactions, and cross-sell appropriate products and services to our members.

You’ll participate in branch growth, community events, and referrals while maintaining accuracy and confidentiality in a fast-paced, on-site branch environment.

Qualifications

• High school diploma or equivalent required.
• Minimum of one year cash handling experience.
• Knowledge of deposits, withdrawals, transfers and other financial transactions.

Responsibilities

• Provide exceptional member service by addressing inquiries, issues, and complaints promptly.
• Lobby leads to ensure a positive member experience and promote products/services.
• Process deposits, withdrawals, loan payments, checks and balance drawers accurately.
• Refer members to internal partners for small business, investments, mortgages, and insurance services.
• Support branch goals through sales activities and community events.

Skills

Communication skills

Interpersonal skills

Cash handling

Banking software

Cash accuracy

Organizational skills

Team collaboration

Confidentiality

Security awareness

ATMs/POS familiarity

Education

High School diploma or equivalent

Tools

Banking software

ATMs

POS systems

Job description

Full TimeClerical
Westford, MA, US
Salary Range: $20.06 To $25.07 Hourly
Work Schedule & Location

This is a full‑time position (40 hours per week) based at our Westford Branch. Schedules are coordinated collaboratively with the branch team to ensure smooth operations and consistent member service. Flexibility is important, as schedules may vary and occasional travel to nearby branches may be needed.

Westford Branch Hours

• Monday – Wednesday: 9:00 AM – 5:00 PM
• Thursday: 9:00 AM – 6:00 PM
• Friday: 9:00 AM – 5:00 PM
• Saturday: 9:00 AM – 1:00 PM

Branch team members typically arrive 15–30 minutes before opening and remain 15–30 minutes after closing to support daily preparation and end‑of‑day activities. Saturday availability is part of the role, with coverage shared across the team.

Working at Workers Credit Union

At Workers Credit Union, everything starts with a simple but powerful purpose: We enable financial prosperity through values-driven solutions because everyone deserves a future they can believe in.

For more than a century, we’ve been a trusted partner in helping people make confident financial decisions and build stronger futures. Today, as a $2.5B organization serving over 120,000 members, we continue to evolve, thoughtfully blending personal connection with modern capabilities to better support our members in the moments that matter most.

We call this the Workers Way. It shapes how we show up every day, with personalized guidance, practical solutions, and a deep commitment to doing what’s right. Just as importantly, it defines how we work together. We choose purpose over ego. We communicate directly with respect. We dare to grow. We do the right thing, always. And we win together, because meaningful results are built through shared success.

As we look ahead, we’re building on a strong foundation and continuing to evolve how we operate and deliver impact, simplifying experiences and strengthening capabilities. We have big plans for the future, and we hope you’ll be part of what comes next.

Why this Role Matters

The primary function of the Branch Member Service Representative (BMSR) is to provide excellent service to members, contribute to branch performance in achieving goals, build rapport with members, accurately process financial transactions, educate members about and cross-sell appropriate products and services, and make qualified referrals to business partners.

What You’ll Contribute

Member Sales, Service, And Education

• Provide exceptional member service by addressing and resolving inquiries, issues, and complaints promptly.
• Maintain a working knowledge of all credit union deposit products, loan products, and electronic delivery channels.
• Lobby leads to ensure a positive member experience.
• Drive sales through service by developing a positive member experience and focusing on solutions that meet members' needs
• Encourage and assist members in resolving financial challenges and achieving goals.
• BMSR II - Open and service all types of WCU deposit and loan accounts.

Branch Growth

• Participate in all sales activities to achieve branch goals in product sales, loan and deposit growth, and referrals.
• Participate in community events and networking activities to promote the credit union and build relationships.
• Identify and refer members to internal business partners for small business, investments, mortgages, consumer, and insurance services.

Branch Operations

• Accurately process all transactions associated with member service including, deposits, withdrawals, loan payments, check cashing, and drawer balancing. Expected to assist with branch closing procedures, such as vault and branch balancing.
• Performs lobby leadership as scheduled by management.

Other Duties

• May be asked to provide coverage in other WCU branches or departments.
• Adhere to all WCU policies and procedures which include security compliance and following guidelines intended to limit risk exposure to fraud and losses.
• Participates in department and/or organizational projects as directed.
• Performs other tasks or functions as required, requested, necessary or prudent.
• Maintains confidentiality of all member and credit union information and data.
• Regularly demonstrates behaviors as defined by the credit union’s Fundamentals, which are part of the Workers Way culture program.

What You’ll Bring

Education

• High School diploma or equivalent required.

Experience

• Minimum of one year of cash handling experience.

Knowledge/Skills/Abilities/Competencies

• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Knowledge of procedures for handling deposits, withdrawals, transfers, and other financial transactions.
• High level of accuracy in handling cash transactions and maintaining financial records
• Strong organizational skills and the ability to manage multiple tasks efficiently in a fast-paced environment.
• Capacity to work collaboratively with colleagues to achieve team goals and provide consistent service.
• Ability to maintain strict confidentiality regarding customer information and financial transactions.
• Awareness of security procedures for safeguarding cash and protecting against fraud and theft.
• Proficiency in using banking software and technology platforms, including ATMs, cash counting machines, and point-of-sale systems.

How You’ll Work

• This role requires working on-site in a bank branch environment.
• This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms.
• May involve occasional lifting of cash boxes and extended periods of standing
• Ability to travel to other work locations as required.

Compensation

Pay Grade: 6

FLSA Status: Non-Exempt

Pay Grade Range: $20.06 - $25.07

Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Total Rewards

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

Our Commitment to Inclusion

Workers Credit Union is an equal opportunity employer committed to creating an inclusive environment where all individuals feel respected, valued, and supported. We believe that diverse perspectives strengthen our organization and enhance our ability to serve our members and communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected characteristic under applicable law.