PT Member Service Associate (PT Teller) - Bilingual Preferred

Gesa Credit Union•Moses Lake, WA

About The Position

The Member Service Associate (MSA) uses exceptional customer service skills and entry-level knowledge of products and services, banking policies and procedures, and financial literacy to serve as a resource to members. The MSA performs routine member transactions and escalates more complex transactions to senior-level branch positions. The role involves identifying opportunities to deepen member relationships through teller transactions, account maintenance, digital banking assistance, and other member needs. MSAs proactively make referrals, follow up, and contact members by phone and other communication methods. The position requires accurate and timely account transactions and service requests, adherence to cash-handling and Bank Secrecy Act procedures, and assistance with digital banking and routine fraud disputes. The associate helps maintain functioning branch equipment, refers appropriate member needs to expert team members, and provides prompt resolutions or escalates complex concerns. Some travel may be required. The posting describes this as a part-time teller position and notes that bilingual ability is preferred.

Requirements

High school degree or equivalent required.
At least one year of customer service experience preferred.
Some cash-handling experience preferred.
Professional written and verbal communication skills.
Ability to make sound decisions that minimize risk in a timely manner.
Ability to ask open-ended and clarifying questions to understand member needs and deepen relationships.
Professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadership.
Respect for and support of diversity in the workplace and among members.
Ability to adapt to changing priorities with a positive attitude.
Attentiveness to detail, timeliness, and quality of work.
Discretion and sensitivity when assisting with member transactions.
High level of personal integrity and ethics.
Proficiency with varying levels of technology.
Ability to pass a pre-employment credit/background check.

Nice To Haves

Bilingual ability preferred.
At least one year of customer service experience preferred.
Some cash-handling experience preferred.

Responsibilities

Provide exceptional service to members and other people served by the credit union.
Take ownership of member concerns, resolve problems promptly, and follow up as appropriate; escalate complex concerns to senior-level positions.
Maintain a core understanding of financial literacy, products, and services and converse with members about them.
Maintain current, comprehensive knowledge of credit union products, services, policies, and procedures.
Offer appropriate products and services to deepen member relationships and refer members to other expert team members as appropriate.
Make outbound calls to establish, grow, and nurture member relationships.
Ensure branch equipment is working properly and escalate issues that cannot be repaired.
Perform member account transactions and service requests accurately and in a timely manner.
Follow cash-handling procedures and balance the cash drawer at the end of each shift.
Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
Assist members with digital banking enrollment, navigation, resets, and maintenance.
Assist members with routine fraud disputes.
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.
Complete assigned training programs accurately and on time.
Participate in and support a team environment and meet or exceed service levels, performance expectations, and organizational goals.
Maintain regular attendance and report to work on time.