Member Service Associate

St. Mary's Bank•Londonberry, NH

About The Position

Under the direction of the Member Experience Supervisor/Manager, the Member Service Associate II is responsible for providing exceptional service to our members by building relationships, conducting needs-based conversations, originating and closing consumer loans, and opening and maintaining deposit account relationships. This role is primarily sales-focused and is expected to consistently meet assigned production and relationship goals. The Member Service Associate II must come into the role with strong banking and lending experience, allowing them to operate efficiently and confidently with members from day one.

Requirements

Communication: Clear and effective communication skills, both written and verbal, with the ability to explain products and processes in member-friendly language.
Member Focus: Strong commitment to delivering exceptional member service and building long-term relationships.
Sales & Lending: Demonstrated strength in sales, including prospecting, needs-based selling, closing, and cross-selling; strong understanding of consumer lending and the end-to-end origination and closing process.
Problem-Solving: Ability to identify issues, including those of a complex nature, think critically, and develop effective, member-focused solutions.
Attention to Detail: High level of accuracy and thoroughness in applications, disclosures, documentation, and account/loan setup.
Time Management: Able to manage multiple member appointments, pipelines, and follow-ups while meeting deadlines and service standards.
Teamwork: Ability to work collaboratively with others, share information, and support overall branch goals, including occasional assistance with teller or service needs as required.
Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking/lending software applications.
High school diploma or equivalent is required; associate’s degree or higher is preferred.
Minimum two years of experience in banking or a financial services environment.
Minimum two years of loan origination and closing experience, with a proven record of accuracy and compliance.
Demonstrated strong sales performance, including meeting or exceeding goals in deposit growth, lending, and/or product penetration.
Proven ability to build and maintain strong member relationships.
Present a professional image to the membership and community.

Responsibilities

Greet and assist members with their inquiries and financial needs via phone, email, and in-person interactions.
Conduct needs-based conversations to understand member goals and recommend appropriate deposit and lending solutions.
Open and service consumer deposit accounts within assigned authority, ensuring accuracy, compliance, and a positive member experience.
Originate, process, and close consumer loans (such as auto, personal, credit cards, and other unsecured or secured lending products) in accordance with credit union policies and regulatory requirements.
Maintain and deepen member relationships by proactively identifying opportunities to add value and offering additional products and services based on member needs.
Perform account maintenance and servicing on deposit and loan accounts as needed. Process teller transactions accurately and efficiently.
Meet established sales, lending, and member relationship management standards through onboarding activities, outbound sales calls, and referrals to other business lines.
Identify and resolve member issues promptly and effectively, escalating when necessary.
Maintain thorough and accurate records of member interactions, applications, approvals/denials, and transactions.
Work closely with team members and other departments to ensure a seamless end-to-end member service and sales experience.
Support lobby engagement by assisting members who require account opening, lending, or more complex conversations referred by MSA I or other team members.