Member Service Associate

UNFCU; Washington (District of Columbia); On-site; USD 47,000 - 55,000; Full time

Job summary

UNFCU is seeking an onsite Member Service Associate in Washington, DC. You will deliver prompt, courteous service to members, handle routine transactions, and coordinate with branch staff to improve satisfaction.

You must be bilingual (Spanish or French), possess 1–2 years in customer service, and be proficient with Microsoft Office and banking products. Adherence to BSA/AML policies and UNFCU ethics is essential.

Qualifications

• 1-2 years of experience in customer service.
• Bilingual in Spanish or French required.
• Proficient in computers and Microsoft Office.
• Knowledge of banking products and banking regulations.
• Strong written and verbal communication skills.
• Detail-oriented with excellent organizational abilities.

Responsibilities

• Provide exceptional member service and resolve inquiries promptly.
• Assist with deposits, withdrawals, transfers, and other routine tasks.
• Coordinate with branch staff to support member needs.
• Handle branch operations such as mail, scanning, and logs.
• Ensure compliance with BSA/AML policies and ethics guidelines.
• Support training programs and other duties as assigned.

Skills

Customer service

Bilingual Spanish or French

Microsoft Office

Banking products knowledge

Interpersonal communication

Detail-oriented

Education

High school diploma

Tools

Microsoft Office

Office Suite

Job description

Deliver exceptional service to UNFCU members promptly and courteously, adhering to established guidelines, and fostering strong relationships through effective problem-solving. Handle a variety of tasks related to resolving member inquiries, providing information, and coordinating with branch staff to enhance overall member satisfaction. Ensure all actions comply with federal and state regulations as well as UNFCU’s Code of Ethics & Business Conduct.

The position is onsite.

Washington, D.C.

Salary Range - $46,608 - $55,000 annually; compensation is commensurate to geographic location.

Responsibilities

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Deliver exceptional member service using the service excellence model, including greeting, directing, and assisting with routine inquiries, forms, and applications.
• Process routine transactions and requests (e.g., deposits, withdrawals, transfers, stop payments, check orders, eStatements enrollment) while maintaining confidentiality and compliance.
• Handle branch operational tasks such as mail management, scanning documents, receiving deliveries, branch operational logs for GCS instant issues, incoming credit cards from GCS and branch opening/closing logs.
• Respond to telephone calls and support branch staff in coordinating appointments and facilitating member needs.
• Participate in training programs and perform additional duties as assigned to support overall branch operations.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
  • Maintain awareness of and report suspicious activity
  • Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs)
  • Complete annual BSA/AML/OFAC training

Requirements

• High school diploma or equivalent.
• 1-2 years of experience in customer service.
• Bilingual in Spanish or French is required.
• Proficient in computers, including Microsoft Office applications.
• Knowledge of banking products and compliance with banking regulations.
• Strong interpersonal, verbal, and written communication skills.
• Detail-oriented with excellent organizational abilities.