Branch Member Service Associate - Rockville, MD

NASA Federal Credit Union•Rockville, MD

7d•$21 - $28•Onsite

About The Position

The Branch Member Service Associate delivers exceptional customer service in NASA Federal Credit Union branches while promoting and selling its products and services. This is a tiered position with formal training modules, allowing associates to advance as they learn and apply new skills. The role may require travel to other locations, and reliable transportation is required. Associates may be temporarily assigned to other branches or departments, including the Call Center, and may support other areas of the Credit Union. All associates are expected to support Call Center phone and email queues. The position is offered at three levels. Member Service Associate 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 with financial products. Member Service Associate II requires a high school diploma or GED, bank or credit union experience opening personal accounts, experience with specialty accounts, and sales or cross-selling experience. Member Service Associate III requires a high school diploma or GED, experience with broad and advanced financial products, advanced accounts, loan processing and counseling, and advanced sales or cross-selling experience. The typical work week is approximately 40 hours. Associates are scheduled to work a minimum of two Saturdays per month and must be available during the stated operating-hour windows; specific shifts depend on branch operating hours. The posting lists salary ranges of $21–$22 for Level I, $23–$24.50 for Level II, and $26–$27.50 for Level III.

Requirements

High school diploma or GED.
At least one year of cash-handling experience is required.
Member Service Associate I: At least one year of customer service experience with cash handling, or bank/credit union/financial Call Center knowledge or experience with financial products.
Member Service Associate II: Bank or credit union experience, including at least six months opening personal accounts such as savings, checking, certificates of deposit, and money market accounts.
Member Service Associate II: Experience with specialty accounts such as trusts, power of attorney, custodial, guardianship, estate, and foreign accounts.
Member Service Associate II: Sales or cross-selling experience.
Member Service Associate III: Experience with broad and advanced financial products such as life and disability insurance and gap insurance.
Member Service Associate III: Advanced account experience, including HSA, IRA, and business accounts; loan processing; and counseling experience.
Member Service Associate III: Advanced sales or cross-selling experience.
Reliable transportation.
Availability during branch operating-hour windows and for at least two Saturdays per month.

Responsibilities

Empathize with members and provide solutions that make it easy for them to acquire and effectively use Credit Union products and services.
Identify member needs and recommend products that meet 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 financial transactions, including deposits, withdrawals, fund 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 complete disbursements.
Advise members about available insurance protection, including life, disability, and gap insurance.
Support other branches, departments, and Credit Union areas as assigned to meet business needs.
Support Call Center phone and email queues.
Travel to other locations as needed.

Benefits

Comprehensive health insurance, including a choice of two nationwide PPO plans; the high-deductible plan has a 100% employer contribution toward the premium, and the low-deductible plan has a generous employer contribution.
Dental insurance with a generous employer contribution toward the premium.
Vision insurance with a generous employer contribution toward the premium.
Long-term disability insurance.
Flexible spending medical account.
Flexible spending dependent care account.
Health savings account.
Voluntary supplemental life insurance.
Voluntary 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, excluding Outside Loan Officers.
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.