Member Relationship Representative II (onsite in Worcester, MA)

All One Credit Union; Worcester (MA); On-site; USD 27,000 - 34,000; Full time

Job summary

All One Credit Union in Worcester, MA seeks a seasoned Member Relationship Representative II to cultivate and grow member relationships while delivering exceptional service. You will handle needs-based conversations, process banking transactions, and coordinate referrals to product specialists as needed.

The role emphasizes maintaining product knowledge, achieving sales and service goals, and participating in branch operations in a fast-paced environment.

Qualifications

• High School diploma or equivalent required.
• Must be registered with NMLS.
• Strong interpersonal and communication skills to engage members.

Responsibilities

• Deliver exceptional member experience at the branch.
• Deepen relationships through needs-based conversations.
• Meet and exceed member service and sales goals.
• Assist members with product/service needs and referrals to specialists.
• Process member requests such as account openings, loan applications, and transactions.
• Support branch operations and security/compliance policies.
• Maintain knowledge of products to cross-sell opportunities.

Skills

Interpersonal communication

Sales skills

Organizational skills

Problem solving

Customer service

Education

High School diploma or equivalent

NMLS registration

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Description

The Member Relationship Representative II is a seasoned sales and service position responsible for cultivating, maintaining, and enhancing long lasting relationships with existing and prospective members. This is achieved by providing exceptional service and meeting all financial needs of each member through the servicing of existing products and services, making new product and service recommendations and completing member requests.

Primary Responsibilities

1. Consistently executes appropriate behaviors aligned with All One’s values and member service standards to deliver an exceptional member experience in the branch.
2. Proactively reaches out to members to deepen relationships through needs-based conversations.
3. Achieves all assigned member service and sales goals.
4. Acquires and maintains all member relationships over the entire lifecycle of the member by identifying and understanding the financial needs of the member.
5. Recommends appropriate solutions to meet member needs. When needed, consults with and/or makes referrals to product specialists who can assist in meeting specific member needs such as wealth management, IRAs, real estate and commercial lending, etc.
6. Completes all member requests including, but not limited to, onboarding new members, opening new accounts, personal, car and equity loan applications and closings, servicing requests, and routine bank transactions (deposits, withdrawals, check cashing, loan payments, etc.).
7. Participates in the branch’s operational tasks such as audits, cash settlements, daily recap, ATMs, cash recyclers, month reporting, etc.
8. Participates in opening and closing branch procedures.
9. Develops and deepens member relationships by taking ownership to resolve member issues efficiently. Assists members with the most basic to the most complex situations.
10. Maintains a strong knowledge of all credit union products and services to promote opportunities to introduce the member to all options available.
11. Executes all sales, servicing, banking transactions and operational tasks accurately. Follows all credit union security and compliance policies and procedures, including the Teller Balancing Policy.
12. Continuously increases knowledge and skills through self-motivation, formal education, seminars, and in-house training.
13. Administers supervisor overrides for restricted transactions appropriately and within assigned limits to approve and take responsibility for the transaction.
14. Adheres to All One Credit Union policies and procedures. Responsible for compliance with the following regulations: BSA, OFAC, and other regulations as required.

Secondary Responsibilities

1. Performs monthly audits of cash drawers and other security items as directed.
2. Places and logs service calls for transactional equipment. Initiates tickets with IT to report system issues and relays information as needed.
3. Assists supervisory team in educating, motivating and coaching branch staff to fulfill sales and service opportunities, goals and credit union objectives.
4. Trains and coaches less experienced team members.

Work-Life Balance, Benefits & Compensation

We understand the importance of work-life balance, and our programs give employees peace of mind. Employees at All One Credit Union are offered a comprehensive, affordable, and competitive benefits package including a rich 401K plan offering 100% of the first 5% 401K Match contribution and 3% 401K Safe Harbor contribution. Please review our full benefits package at all-onecu.com/about/careers/.

The expected hiring range for this role is between $19.46 - $24.33. Actual compensation will be determined based on experience and other factors as permitted by law.

Requirements

High School diploma or equivalent. At least one to three years of banking experience with teller and member service responsibilities. Supervisory experience is a plus. Strong knowledge of banking products, services and operations. Proven ability to engage members in conversation to optimize sales opportunities. Excellent interpersonal, communication and organizational skills. Must be a great problem solver, proactive in solving member issues and comfortable with technology. Must have a working knowledge of Microsoft Outlook, Word and Excel. Must be able to work a rotating schedule of Monday through Saturday. Must be registered with NMLS.

Employees are expected to embody All One Credit Union’s core values in all interactions, fostering partnerships, trust, and community both internally and externally. This commitment supports a culture of inclusion and drives the achievement of All One’s goals.

All One Credit Union is an Equal Opportunity Employer.