Member Service Associate

Webster First Federal Credit Union; Worcester (MA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Member Service Associate to join their team. This full-time position focuses on delivering outstanding member experiences through effective service and sales activities. You will play a crucial role in maintaining operational excellence, balancing cash drawers, and promoting credit union products. Ideal candidates will possess strong communication skills and a commitment to exceptional service. Join a supportive environment where your contributions help foster community and financial well-being.

Qualifications

• 3+ years of experience in customer service, preferably in banking.
• Ability to read, analyze, and interpret instructions effectively.

Responsibilities

• Deliver exceptional member service and assist with account-related requests.
• Balance cash drawers and process transactions accurately.

Skills

Customer Service

Communication Skills

Mathematical Skills

Problem Solving

Bilingual (English and Spanish)

Education

High School Diploma

College Degree or Certification

Tools

Microsoft Office

Job description

Job Details

Job Location: Worcester Branch - Worcester, MA

Salary Range: Undisclosed

Description

Job Title: Member Service Associate

Department/Branch: Worcester, MA

Reports to: Branch Manager

Summary:

Under the direction of branch management, the Member Service Associate is responsible for delivering exceptional member experience. The Member Service Associate will complete tasks including, but not limited to, sales and service activities, maintaining and balancing teller cash drawers, and processing transactions efficiently, professionally, and accurately. The Member Service Associate will uphold the credit union’s quality standards and provide exceptional member service by identifying member needs, promoting credit union products and services, and supporting efforts for proactive activities that develop new business. The Member Service Associate will make sound decisions on the teller line that uphold WFFCU values and service expectations, and will adhere to all established policies, procedures, and compliance regulations.

This is a full-time, fully benefitted, hourly position of up to 40 hours per week, with occasional overtime offered. This position is located in the Worcester branch, located at 275 Greenwood Street, Worcester, MA 01607.

Essential Duties and Responsibilities:

1. Assist with day-to-day branch operating policies, procedures, opening and closing, balancing drawers, and assisting members.
2. Work as a teller on the frontline, assisting members with various account-related requests and services, such as opening accounts, wire transfers, savings bonds, foreign currency, stop payments, checks, inquiries about deposit products and service charges, ATM/debit cards, ATM proving, applications, usage, and limits, account transactions and updates, third party check verifications, notary public services, maintaining a cash drawer.
3. Project a positive and professional attitude and maintain a neat and orderly work area at all times; address and/or escalate any member complaints as appropriate efficiently and knowledgeably and in adherence with WFFCU Member Service Standards and Telephone Etiquette Standards.
4. Answer member inquiries regarding interest rates, service charges, and account histories, and ask discovery questions to cross-sell credit union products and services while complying with disclosure requirements, regulations, and consumer privacy policies.
5. Scan and verify branch checks through Check 21 system.
6. Escort appropriate WFFCU personnel into the vault and maintain dual controls for safe access including opening, setting timers, and closing the safe deposit vault (where applicable).
7. Research and resolve member issues, acting as the liaison between other WFFCU departments.
8. Research member questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of necessary documents and affidavits.
9. Promote overall BSA compliance by adhering to all BSA and OFAC regulations specific to job function and by assisting the BSA Department as necessary with any departmental function-specific items.
10. Actively promote the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at least annually for information security topics, BSA, and GLBA; annual BSA training will be position specific. Annual training will also include courses on any of the following regulations as they relate to the position described herein: SAFE Act, regulations B, C, D, E CC, DD, and Z, as well as any training deemed necessary to promote adherence to applicable regulatory requirements.
11. Perform other job-related duties as assigned.

Qualifications/Requirements:

1. High school diploma or equivalent, required; college degree or certification in a relevant field, preferred.
2. Minimum of three years of experience in a customer service role; bank/credit union experience is preferred.
3. Ability to complete simple math transactions, including addition, subtraction, multiplication, and division in all units of measure, using whole numbers, common fractions, and decimals.
4. Ability to read, analyze, and interpret written and oral instruction.
5. Ability to speak, read, and write English fluently, required - bilingual candidates are a plus.
6. Ability to obtain and maintain Notary Public status, as requested.
7. Excellent communication skills - ability to present information and respond to questions from members of management and credit union members professionally.
8. Pleasant demeanor - ability to deliver exceptional member service externally and internally, and to work cooperatively with a diverse pool of colleagues and members.
9. Ability to define problems, collect data, establish facts, and draw valid conclusions, and exercise good judgment, knowing when to pull in a supervisor for assistance.
10. Proficient in computer / software programs, including Microsoft Office.
11. Ability to appear for work, consistently, reliably, and dependably, as scheduled.

Physical Demands:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, reach with hands and arms; and talk or hear. The employee is frequently required to sit and stand. The employee is occasionally required to walk. The employee must occasionally lift, push, pull, and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

The work characteristics of the work environment described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The environment is an office/retail environment, and the noise level is typically moderate.

Qualifications