Financial Service Representative (Floating)

Liberty Bay Credit Union•Braintree, MA

14d•$45,000 - $65,000•Hybrid

About The Position

The Financial Service Representative is the face of Liberty Bay Credit Union, serving as a trusted financial partner to our members. This dynamic role moves beyond traditional "order-taking" to a consultative approach—identifying member needs, troubleshooting issues, processing transactions with precision, and guiding members toward the products that will fuel their earning potential. The ideal candidate is ready to take total ownership of the member experience whether greeting them as they walk through our branch doors, assisting them over the phone as a vital overflow resource for our Member Service line, or communicating via secure chat and provide quality member service and satisfaction in accordance with the credit union's policies, procedures, and philosophy.

Requirements

Associate’s Degree in Business Administration, Finance, or related field, or the equivalent education/experience is required.
2-4 years of experience in retail banking.
Proficiency with computer software applications is required.
Strong interpersonal and communication skills
High attention to detail and operational discipline to ensure zero-defect transactions.
Tech-savvy with the ability to quickly navigate core banking software and digital apps.
A problem-solving mindset and a genuine desire to make a difference in members' financial lives.
Proven ability to balance competing priorities, easily shifting focus between a physical branch environment, incoming phone queues, and digital messaging channels without sacrificing accuracy or warmth.

Nice To Haves

Prior experience in cross-selling deposit and loan products is preferred
Experience with XP2, COOP Shared Branching and ITMs preferred.
Experience handling customer service phone queues or working in a hybrid retail/contact center environment is a plus.

Responsibilities

Consultative Service: Conduct needs-discovery conversations (in-person, via phone, or secure chat) to understand members' short term and long term personal and business ambitions, guiding them toward the right checking, savings, loan, or digital banking solutions.
Transaction Processing & Accuracy: Accurately process a full array of daily transactions (deposits, withdrawals, transfers, payments) while strictly adhering to Liberty Bay's compliance, cash control, and security protocols.
Account Services: Open, modify and close deposit and credit accounts efficiently and accurately.
Digital Advocacy: Educate and assist members with Liberty Bay’s digital and mobile banking platforms, demonstrating how technology can make managing their finances easier and more convenient.
Relationship Building & Cross-Selling: Proactively identify opportunities to expand member relationships by referring them to specialized partners (e.g., Mortgages and Commercial Lending) when appropriate.
Compliance & Risk Management: Strictly adhere to all banking regulations, internal policies, and compliance procedures (including BSA/AML, CIP, and customer privacy laws). Follows security controls to protect against criminal and fraudulent operations and unnecessary risk or exposure
Community Engagement: Act as an ambassador for Liberty Bay Credit Union, supporting our branch-level outreach and community-focused initiatives.
Omnichannel Support & Phone Overflow: Act as an agile service resource by seamlessly transitioning to support the Member Service phone queue and secure chat lines when branch traffic allows or phone volumes peak. Deliver the same high-quality, consultative care and issue resolution over remote channels as is delivered face-to-face.