Sr. Member Service Associate (Sr. Teller)

Gesa Credit Union; Kennewick (WA); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life

20 days paid time off

401(k) match

Tuition assistance

Commuter benefits

Volunteer time off

Product discounts

Engaging work environment

Rewards and recognition

Job summary

Gesa Credit Union in Kennewick, WA is seeking an experienced Sr. Member Service Associate to perform teller transactions, account maintenance, and digital banking assistance while mentoring new MSAs.

The role emphasizes strong customer service, financial literacy, and knowledge of Gesa products, with opportunities to deepen member relationships and support branch operations.

Qualifications

• High School Degree (or equivalent) required.
• Cash handling experience required.
• At least one (1) year of customer service experience preferred.
• At least one (1) year of teller experience preferred.
• Demonstrate and support credit union values and service standards.
• Attend and engage in community events on behalf of the credit union.
• Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.

Responsibilities

• Provide exceptional member service to all whom we serve.
• Solve problems, take ownership of member concerns, provide prompt resolutions, and follow up as appropriate.
• Have a core understanding of financial literacy, products, and services and be able to fluidly converse with members.
• Demonstrate up-to-date knowledge of all credit union products, services, policies, and procedures.
• Offer products and/or services to deepen member relationships and refer to other experts as appropriate.
• Make outbound calls to members to establish and nurture relationships.
• Ensure branch equipment is working and escalate issues as needed.
• Observe and monitor cash activity and adhere to cash limits.
• Open consumer deposit accounts and perform maintenance.
• Place cash orders, supply orders, balance vault cash, and maintain ATMs.
• Process domestic wire requests.
• Review overrides/approvals within authority while minimizing risk.
• Mentor and train new MSAs.

Skills

Cash handling

Teller experience

Customer service

Financial literacy

Professional communication

Education

High School degree

Tools

Digital Banking

Cash handling systems

Job description

Job DetailsLevel: ExperiencedJob Location: Kennewick Huntington - Kennewick, WA 99336Position Type: Full Time - HourlyEducation Level: High SchoolSalary Range: $20.00 - $29.86 HourlyJob Category: Retail Banking

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Role Summary:

The Sr. Member Service Associate (MSA) is an experienced, journey level, Member Service Associate that provides exceptional member service as they perform teller transactions, account maintenance, and digital banking assistance for members. The Sr. MSA also uses their experience and in-depth knowledge of Gesa's products, services, policies, procedures, and financial literacy to serve as a mentor that helps train new MSAs. Sr. MSAs can place cash orders, balance vault cash, provide overrides as appropriate, and maintain ATMs. They are also proficient at opening consumer deposit accounts. The Sr. MSA is excellent at deepening member relationships by referring, following up, and contacting members through phone calls and other communication methods.

What You Will Be Doing:

• Provide exceptional member service to all whom we serve.
• Solve problems, take ownership of member concerns, provide prompt resolutions, and follows up as appropriate. Handles more complex and sensitive member concerns.
• Have a core understanding of financial literacy, products, and services and be able to fluidly converse with members.
• Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
• Offer products and/or services to deepen member relationships and refer to other expert team members as appropriate.
• Make outbound calls to members for the purpose of establishing, growing, and nurturing member relationships.
• Ensure branch equipment is always working properly and escalates non-repairable issues to leadership.
• Observe and monitor cash activity to ensure the branch and team members are following established cash limits.
• Able to open consumer deposit accounts and perform consumer account maintenance.
• Able to place cash orders, supply orders, balance vault cash, and maintain ATMs.
• Process domestic wire requests.
• Review and process overrides/approvals within your authority while minimizing risk.
• Mentor and help train new MSAs.
• Assist leadership with branch certifications, cash drawer audits, cash drawer overages, and OFAC reports.
• Perform transactions and service requests on member accounts in a correct and timely manner.
• Accurately follow all cash handling procedures and balance cash drawer at the end of every shift
• Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act
• Help members with Digital Banking enrollment, navigation, resets, and maintenance.
• Assist members with routine fraud disputes.

About You:

• Professional written and verbal communication
• Make sound decisions that minimizes risk in a timely manner.
• Ability to ask open-end and clarifying questions to understand member needs and deepen relationships.
• Display professional people skills to relate effectively to members, the public, colleagues, and all levels of leadership.
• Respect and support all areas of diversity in the workplace and our membership.
• Complete assigned training programs in prompt and correct manner.
• Participate in and support a team environment Meet or exceed established service levels, job performance, and organizational goals.
• Constantly adapt to changing priorities with a positive attitude.
• Perform their jobs to a reasonable, acceptable standard, which includes attentiveness to detail, timeliness, and quality of work.
• Exercises the utmost discretion and sensitivity when assisting with member transactions.

QualificationsWhat You Will Need:

• Education: High School Degree (or equivalent) required.
• Experience:
• Cash handling experience required.
• At least one (1) year of customer service experience preferred.
• At least one (1) year of teller experience preferred.
• Demonstrate and support credit union values and service standards.
• Attend and engage in community events on behalf of the credit union.
• Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
• Demonstrate a high level of personal integrity and ethics.
• Report for work on time and keep a schedule of regular attendance.
• Some travel may be needed.
• Proficient with varying levels of technology.

Our Team Member Value Proposition:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year of Paid Time Off - Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Full Salary Range:

$20.00-$29.86

*While our full pay range is listed, most new team members typically start between the minimum and midpoint based on their experience and qualifications. This approach gives room to grow within the role as your career progresses with us!

Get wise to what's possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact the HR Department at [phone] or [e-mail] to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit/background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)