Member Service Specialist

massbaycu; Quincy (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

Mass Bay Credit Union is seeking a Branch Associate to deliver exceptional member service, greet members, and identify financial needs. You will handle teller transactions, open various account types, and maintain accuracy in branch operations.

The role requires standing at the teller area, following procedures, and supporting branch growth initiatives while providing confidential service to members.

Qualifications

• High school diploma, or equivalent required.
• Three-five years' experience in a member service or banking environment.
• Position may be a 'key-holder' and, as such, opening/closing the branch as schedules dictate.
• Demonstrates leadership abilities and coaches staff in a Member Service Associate role.

Responsibilities

• Deliver an exceptional member experience by greeting members, listening attentively, and uncovering financial needs.
• Process teller transactions and open accounts for all account types with accuracy and confidentiality.
• Assist with security program compliance and balance branch operations accurately.
• Identify growth opportunities and refer products/services to meet members' needs.

Skills

Customer service

Active listening

Needs-based selling

Cross-selling

Education

High school diploma

Tools

MS Office

Job description

Job purpose

Under the direction of the Branch Supervisor and Branch Manager, provides a high level of quality of service to members and provides accuracy in transactions. Performs a variety of member service functions in conformance with established policies and procedures. Adhere to the PICK US culture through exceptional member service during every member interaction. Handles all member transactions with complete discretion and confidentiality.

Duties and responsibilities

Member Experience

• Deliver an exceptional member experience every time by:
• Greeting members as they enter the branch.
• Carefully listen during every member interaction.
• Uncovering their financial needs through meaningful discussion and exploration.
• Making educated product and service recommendations based on professional knowledge of same.
• Providing financial solutions that meet the member's needs.
• Following up to ensure satisfaction.

Operational Proficiency

• Able to quickly learn and adhere to all policies and procedures related to branch operations to include, but not be limited to, check cashing, deposit taking, cash drawer and branch settlement, online banking navigation, debit card issuance, cancellation and dispute commencement, branch opening and closing, audit requirements, BSA compliance requirements, vault and ATM/ITM administration, and other such functions.
• Processing teller transactions, opening accounts for all account types, including business/organizations, IRAs, Trusts, Estates, submitting and processing loan applications.
• Update member contact information, provide members with share and loan rates, process stop payments, order checks, provide members with share, loan and account information.
• Provides teller transaction overrides and guidance to employees in Member Service Associate positions during complex member interactions, including challenging member transactions, large deposit and withdrawals.
• Understanding the importance of opening, closing and balancing a branch accurately.
• Ability to follow and assist team members with the Security Program policy.

Business Acumen and Technical Knowledge

• Able to quickly learn all functionalities and related benefits inherent in the products and services offered by the Credit Union.
• Determine the necessary documents and information required to open business, trust and estate accounts, then communicate efficiently to members.
• Demonstrate the ability to build relationships and alliances with members and colleagues.
• Flexible with the willingness and ability to adapt to change.
• Able to demonstrate a high level of proficiency with Mass Bay Credit Union's digital technology offerings.
• Proficient with mobile smart phones and downloading applications. This includes the basics of texting, email and application management.
• Proficient with desktop applications such as MS Office (Excel, Word, PowerPoint, Outlook).
• Proficient using the Internet (mobile and desktop) to search for and locate information.
• Eager to embrace new and emerging technologies.

Support "Pick US"

• Identify growth opportunities, deepen existing relationships, and grow Mass Bay Credit Union's market share in the communities it serves.
• In collaboration with branch management and internal business partners, uncover needs and make referrals to cross-sell products and services.
• Engage in defined growth activities to include uncovering member needs, offering solutions, closing the business, onboarding, follow-up, outbound calling, and recording each point of customer contact in the Credit Union's system of record.
• Participate in team meetings, contribute toward branch growth expectations, engage in Credit Union campaigns, and celebrate team successes.
• May attend onsite visits to Mass Bay Credit Union SEG partner locations to discuss offerings to their employees.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

High school diploma, or equivalent required. Three-five years' experience in a member service or banking environment. This position may be a 'key-holder' and as such, opening/closing the branch as schedules dictate. In the absence of a manager or supervisor, serves as the 'manager on duty'. Demonstrates leadership abilities, uses sound judgement in decision-making, and serves as a coach for staff members in a Member Service Associate role. Proven success in delivering a superior experience in a member-centric environment.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following additional competencies:

Communication – Speaks clearly and persuasively, is an active listener, seeks clarification when necessary, writes clearly and concisely, participates in meetings.

Teamwork - Exhibits objectivity and openness to others' views, gives and welcomes feedback, and contributes toward an energetic, positive team environment. Works well with others as a member of a team.

Problem Solving/Decision Making - Identifies and resolves problems in a timely manner seeking assistance as necessary, develops alternative solutions, works well in group problem solving situations, uses sound judgement, holds oneself accountable for decisions made.

Working conditions

• Works mostly with a desk and chair.
• At times will need to stand at the teller transaction area and office lobby.
• Traveling to other branch locations may be required.

Physical requirements

• Ability to lift and carry objects up to 25 pounds.
• Ability to use a keyboard, monitor and other standard office equipment.

Direct reports

N/A

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.