Member Service Associate

EastRise Federal Credit Union•Montpelier, VT

3h•Hybrid

About The Position

The Member Service Associate role is focused on deepening member relationships to drive revenue growth and reduce member attrition by serving members (consumer and business) with their deposit and loan account needs and inquiries. This role delivers a full range of financial services to current and prospective members. Success in this role requires providing excellent member service while also gaining insight into financial needs through active listening and effectively identifying and maximizing opportunities to promote products and services when interacting with members.

Requirements

A minimum of one year up to three years of similar or related experience, including preparatory experience.
Previous customer service experience required.
Must be at least 18 years of age.
Favorable Background, Credit, Criminal, Bond ability, and Reference Checks required.
Ability to analyze loan applications and other documents to determine if they are in good order and have appropriate signatures.
Strong organizational, multi-tasking, data and information management, writing and member service skills.
Strong written and verbal professional communication skills.
Knowledge of Microsoft Office products, financial systems, and digital communication tools.
Ability to work cooperatively with others, work efficiently and provide accuracy in a fast-paced environment.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

Motor Vehicle check dependent on position.
Travel to other branches or locations may be required depending on position.

Responsibilities

Ensures member satisfaction through exceptional service when transacting and in need of deposit and loan account service for both consumer and business.
Aids members with a variety of transaction types, account opening/closing and maintenance, debit and credit card support, fraud, and basic digital banking support.
Provides service related to IRAs and fiduciary accounts, consumer lending, and manages more complex situations and escalated member scenarios.
Provides teller support/aid with teller-related duties when needed.
Expands members’ wallet share with, and loyalty to, the credit union by uncovering financial goals and needs through discovery conversations, demonstrating empathy, and building lasting relationships.
Identifies referral opportunities for other member service experts.
Participates in promotional campaigns and product initiatives at the branch level.
May be asked to engage in member outreach and engage with members at the community level.
Handles cash management, fraud mitigation, loss prevention, and applicable processes and procedures.
Supports team members, resolves internal and external inquiries, and may serve as a proxy for member relationship managers and/or branch leaders.
Fosters employee engagement to enhance departmental performance and functions with a team mindset to achieve organizational goals.
Maintains compliance with the credit union’s policies and procedures.
Models integrity, sets a positive example, and cultivates a respectful, inclusive team environment.
Works collaboratively to ensure the success of all EastRise locations, which could include project work, collaboration, and additional duties as assigned.
Spends time at different EastRise branch locations to meet business needs.
Complies with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.