Member Service Associate (Teller)

Gesa Credit Union • South Bend, WA

9d

About The Position

The Member Service Associate (MSA) uses 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 includes identifying opportunities to deepen member relationships through teller transactions, account maintenance, digital banking assistance, and other member services. MSAs proactively refer, follow up with, and contact members by phone and other communication methods.

The position provides member service, resolves concerns, processes account transactions and service requests, handles cash, supports digital banking, and assists with routine fraud disputes. The MSA is expected to maintain knowledge of credit union offerings and procedures, exercise discretion with member transactions, manage risk, and contribute to team and organizational goals. Some travel may be required. Selected candidates must pass a pre-employment credit/background check.

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 and support diversity in the workplace and among the membership.
• Adaptability to changing priorities with a positive attitude.
• Attention to detail, timeliness, and quality of work; perform to a reasonable, acceptable standard.
• Exercise discretion and sensitivity when assisting with member transactions.
• Demonstrate personal integrity and ethics.
• Proficiency with varying levels of technology.
• Some travel may be required.
• Selected candidate(s) must pass a pre-employment credit/background check.

Nice To Haves

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

Responsibilities

• Provide exceptional service to members and other people served by the credit union.
• Take ownership of member concerns, resolve problems promptly, follow up as appropriate, and escalate complex concerns to senior-level positions.
• Maintain a working understanding of financial literacy, products, services, policies, and procedures, and communicate effectively with members.
• Offer appropriate products and services to deepen member relationships and refer members to 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 to leadership.
• Perform transactions and member account 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.
• Demonstrate and support credit union values and service standards, including participation in community events on the credit union’s behalf.
• Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
• Complete assigned training programs in a timely and accurate manner and contribute to a team environment.
• Meet or exceed established service levels, job performance expectations, and organizational goals.
• Maintain regular attendance and report to work on time.

Benefits

• Competitive pay; full salary range is $17.13–$24.57, with a starting rate of $20.00 per hour for this position.
• Medical, dental, vision, and life insurance.
• 20 days per year accrual of paid time off, plus 10 paid holidays.
• 401(k) match.
• Incentive program.
• Tuition assistance and student loan repayment.
• Commuter benefits.
• Paid time off to volunteer in the community.
• Product discounts.
• Engaging work environment.
• Rewards and recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED