Branch Member Service Associate - Rockville, MD

NASA Federal Credit Union•Rockville, MD

6d•Onsite

About The Position

The Branch Member Service Associate delivers customer service in NASA Federal Credit Union branches while promoting and selling the credit union’s products and services. The role helps members identify and obtain suitable financial products, answers questions about accounts and services, processes financial transactions, and supports consumer loan applications. It is a tiered position with formal training modules, with advancement based on learning and performing additional skills. Associates may be temporarily assigned to other branches or departments, including the Call Center, and are expected to support Call Center phone and email queues. Travel to other locations may be required, and reliable transportation is required. The position typically involves approximately 40 hours per week. Associates must be available during branch scheduling windows of 7:30 a.m.–5:30 p.m. Monday through Thursday, 7:30 a.m.–6:30 p.m. Friday, and 8:30 a.m.–1:30 p.m. Saturday. All associates are scheduled to work at least two Saturdays per month, including those assigned to branches without Saturday hours. Specific shifts depend on branch operating hours. The role has three tiers. MSA I requires a high school diploma or GED and at least one year of customer service experience with cash handling, or financial call-center knowledge or experience. MSA II requires bank or credit union experience, including account opening and experience with specialty accounts and sales or cross-selling. MSA III requires broad and advanced financial-product experience, advanced account experience, loan processing and counseling experience, and advanced sales or cross-selling experience. Salary ranges are $21–$22 per hour for Branch MSA I, $23–$24.50 per hour for Branch MSA II, and $26–$27.50 per hour for Branch MSA III. NASA Federal Credit Union offers healthcare coverage, retirement benefits, paid leave, education assistance, bonuses, and other benefits, subject to eligibility requirements and the terms and conditions of benefit providers. The credit union describes its workplace culture as collaborative, inclusive, and focused on opportunity, and commits to recruiting and retaining a diverse team. AI tools may assist parts of the hiring process, but final hiring decisions are made by humans.

Requirements

High school diploma or GED.
At least one year of customer service experience with cash handling, or bank/credit union/financial Call Center knowledge or experience with financial products (MSA I).
Reliable transportation, as travel to other locations may be required.
For MSA II: Bank or credit union experience, including at least six months opening personal accounts such as savings, checking, CDs, and money market accounts.
For MSA II: Experience with specialty accounts such as trusts, power of attorney, custodial, guardianship, estate, and foreign accounts.
For MSA II: Sales and cross-selling experience.
For MSA III: Bank or credit union experience with broad and advanced financial products, such as life and disability insurance and gap insurance.
For MSA III: Advanced experience with HSA, IRA, and business accounts; loan processing; and counseling.
For MSA III: Advanced sales and cross-selling experience.
Availability for scheduled work windows that include at least two Saturdays per month.

Responsibilities

Empathize with members and provide solutions that make it easy to obtain and use NASA FCU products and services.
Identify member needs and recommend products that address those needs and support members’ financial security.
Respond to inquiries about account operation, savings and loan interest rates, account discrepancies, credit, debit and ATM cards, and loan applications.
Process deposits, withdrawals, funds transfers, loan payments, check orders, share certificates, ACH/payroll/direct deposits, wire transfers, and stop-payment setups and changes.
Handle complex member situations, including deceased-member accounts, guardianships, and representative-payee accounts.
Process consumer loan applications, collect documents, and arrange disbursements.
Advise members about available insurance protection, including life, disability, and gap insurance.
Support Call Center phone and email queues.
Perform duties supporting other areas of the credit union and accept temporary assignments to other branches or departments as business needs require.

Benefits

Comprehensive healthcare coverage, including employer-paid health insurance options and employer contributions toward premiums.
Dental insurance.
Vision insurance.
Long-term disability insurance.
Flexible Spending Accounts for medical and dependent care expenses.
Health Savings Account.
Voluntary supplemental life and dependent life insurance.
Voluntary short-term disability insurance.
401(k) with employer match up to 6% and immediate 100% vesting.
Gain Sharing Bonus, subject to eligibility rules.
Life insurance and AD&D.
Vacation leave, subject to stated exclusions.
Sick and Safe Leave.
11 paid holidays.
Education assistance.
Employee referral bonus.
Credit union membership eligibility.
Employee Assistance Program.
Identity theft protection; additional fee applies to add family members.
Pet health insurance.
Employee discount program.