Float Member Service Associate I

st. mary’s Bank; Manchester (NH); On-site; USD 32,000 - 34,000; Full time

Job summary

St. Mary’s Bank seeks a Float Member Service Associate to provide exceptional service across branches. You will address inquiries, process teller transactions, support digital banking, and maintain member accounts while upholding brand standards.

As a float, you’ll cover varying locations, engage members in lobby interactions, identify needs, and refer to sales or lending staff. Strong communication and accuracy are essential in a fast-paced environment.

Qualifications

• High school diploma or equivalent is required.
• One year of experience as a customer service representative in either a retail establishment or financial institution in which customer service, referrals, or sales support were a function of the job.
• Cash-handling experience preferred.
• Strong customer service and communication skills.
• Proven track record in member or customer service.
• Present a professional image to the membership and community.
• Ability to work a flexible schedule and travel between St. Mary’s Bank branch locations as assigned.

Responsibilities

• Provide coverage for staffing shortages across multiple branches as needed, including same-day or short-notice assignments.
• Greet and assist members with their inquiries and concerns via phone, email, and in-person interactions.
• Process teller transactions accurately and efficiently, including deposits, withdrawals, payments, and cash advances, while balancing a cash drawer in accordance with policy.
• Support a consistent member experience by modeling St. Mary’s Bank service behaviors and adapting communication style to meet each branch’s needs while maintaining brand standards.
• Maintain and update member accounts, ensuring accuracy, confidentiality, and proficiency with routine maintenance tasks within assigned authority.
• Lead lobby engagement by welcoming members, managing lobby flow, and ensuring members relate to the appropriate employee (service, maintenance, or sales).
• Provide information and guidance on membership benefits, programs, services, and digital banking tools to support member engagement and branch deposit goals.
• Promote and assist with digital banking, including online and mobile banking, bill pay, eStatements, remote deposit capture, and other digital tools by educating members, troubleshooting basic issues, and assisting with enrollment.
• Identify member needs through conversation and observations and make appropriate referrals to sales representatives (MSA II/III, Member Experience Manager, or other business partners) for account opening, loans, and more complex solutions.
• Identify and resolve member issues promptly and effectively, escalating when necessary.
• Maintain thorough and accurate records of member interactions and transactions.
• Meet established member relationship management standards through onboarding support, outbound service or follow-up calls as assigned, and referrals to other business lines.
• Work closely with team members and other departments to ensure seamless member service experience.
• Communicate effectively with the Float Supervisor and branch leadership regarding assignments, pipeline handoffs, and any issues requiring follow-up.

Skills

Communication

Member Focus

Problem-Solving

Mathematical Skills

Attention to Detail

Time Management

Teamwork

Technical Proficiency

Adaptability

Education

High school diploma or equivalent

Tools

Banking software applications

Microsoft Office Suite

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

Under the direction of the Member Experience Float Supervisor/Member Experience Manager, the Float Member Service Associate, I is responsible for providing exceptional service to our members by addressing their inquiries, resolving issues, processing teller transactions, supporting digital banking, and performing maintenance on member accounts to ensure a positive experience. This position also plays a key role in lobby engagement, identifying member needs, and making referrals to the appropriate sales or lending staff. As a float, this role provides coverage across multiple branches, adapts quickly to different branch teams and workflows, and supports consistent St. Mary’s Bank member experience standards wherever assigned. This role requires strong interpersonal skills, attention to detail, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Provide coverage for staffing shortages across multiple branches as needed, including same-day or short-notice assignments.
• Greet and assist members with their inquiries and concerns via phone, email, and in-person interactions.
• Process teller transactions accurately and efficiently, including deposits, withdrawals, payments, and cash advances, while balancing a cash drawer in accordance with policy.
• Support a consistent member experience by modeling St. Mary’s Bank service behaviors and adapting communication style to meet each branch’s needs while maintaining brand standards.
• Maintain and update member accounts, ensuring accuracy, confidentiality, and proficiency with routine maintenance tasks within assigned authority.
• Lead lobby engagement by welcoming members, managing lobby flow, and ensuring members relate to the appropriate employee (service, maintenance, or sales).
• Provide information and guidance on membership benefits, programs, services, and digital banking tools to support member engagement and branch deposit goals.
• Promote and assist with digital banking, including online and mobile banking, bill pay, eStatements, remote deposit capture, and other digital tools by educating members, troubleshooting basic issues, and assisting with enrollment.
• Identify member needs through conversation and observations and make appropriate referrals to sales representatives (MSA II/III, Member Experience Manager, or other business partners) for account opening, loans, and more complex solutions.
• Identify and resolve member issues promptly and effectively, escalating when necessary.
• Maintain thorough and accurate records of member interactions and transactions.
• Meet established member relationship management standards through onboarding support, outbound service or follow-up calls as assigned, and referrals to other business lines.
• Work closely with team members and other departments to ensure seamless member service experience.
• Communicate effectively with the Float Supervisor and branch leadership regarding assignments, pipeline handoffs, and any issues requiring follow-up.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.
• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
• Problem-Solving: Ability to identify issues, think critically, and develop effective solutions.
• Mathematical Skills: Basic math skills to handle cash transactions, balance cash drawers, and perform calculations.
• Attention to Detail: High level of accuracy and thoroughness in all tasks and documentation.
• Time Management: Efficiently manage time and prioritize tasks to meet deadlines and service standards.
• Teamwork: Ability to work collaboratively with others to achieve common goals, improve member service, and work a flexible schedule to include Saturdays.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), banking software applications, and comfort using and supporting digital banking tools.
• Adaptability: Ability to transition smoothly between branches, teams, and changing priorities while maintaining accuracy and service quality.

Physical Demands

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

Qualifications

• High school diploma or equivalent is required.
• One year of experience as a customer service representative in either a retail establishment or financial institution in which customer service, referrals, or sales support were a function of the job.
• Cash-handling experience preferred.
• Strong customer service and communication skills.
• Proven track record in member or customer service.
• Present a professional image to the membership and community.
• Ability to work a flexible schedule and travel between St. Mary’s Bank branch locations as assigned.

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.