Member Service Associate (Teller)

GESA CREDIT UNION•Kent, WA

2d•$17 - $30•Onsite

About The Position

The Member Service Associate (MSA) uses customer service skills and entry-level knowledge of products, services, banking policies and procedures, and financial literacy to serve as a resource to credit union members. The MSA performs routine member transactions and escalates more complex transactions to senior-level branch staff. The role also looks for opportunities to deepen member relationships through teller transactions, account maintenance, digital banking assistance, and other member services. MSAs proactively make referrals, follow up, and contact members by phone and other communication methods. The role requires accurate and timely service, sound decision-making, confidentiality, risk control, and adherence to company policies, procedures, and regulatory requirements. The selected candidate must pass a pre-employment credit and background check. Some travel may be required.

Requirements

High school degree or equivalent required.
At least one year of customer service experience preferred.
Some cash-handling experience preferred.
Demonstrate and support credit union values and service standards.
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 and support diversity in the workplace and among credit union members.
Ability to meet established service levels, job performance standards, and organizational goals.
Ability to adapt to changing priorities with a positive attitude and perform work attentively, punctually, and to an acceptable standard of quality.
Use discretion and sensitivity when assisting with member transactions.
Demonstrate personal integrity and ethics.
Report to work on time and maintain regular attendance.
Proficiency with varying levels of technology.
Some travel may be required.
Pass a pre-employment credit and background check.

Nice To Haves

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

Responsibilities

Provide exceptional service to members and others served by the credit union.
Resolve member problems, take ownership of concerns, provide prompt resolutions, and follow up as appropriate; escalate complex concerns to senior-level staff.
Maintain a strong understanding of financial literacy, products, services, policies, and procedures, and converse effectively with members about them.
Offer appropriate products and services to deepen member relationships and refer members to expert team members when appropriate.
Make outbound calls to establish, grow, and nurture member relationships.
Ensure branch equipment is working properly and escalate non-repairable issues to leadership.
Perform member account transactions and service requests accurately and promptly.
Follow cash-handling procedures and balance the cash drawer at the end of every shift.
Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
Help members enroll in, navigate, reset, and maintain Digital Banking.
Assist members with routine fraud disputes.
Complete assigned training programs on time and accurately.
Participate in and support a team environment, meet or exceed service levels and organizational goals, and adapt to changing priorities.
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.