Member Service Associate (Teller)

Gesa Credit Union•Kent, WA

About The Position

The Member Service Associate (MSA) provides exceptional customer service and serves as a resource to credit union members, using entry-level knowledge of products and services, banking policies and procedures, and financial literacy. The role performs routine member transactions and account maintenance, assists members with digital banking and other needs, and escalates complex transactions or concerns to more senior-level branch staff. The MSA looks for opportunities to deepen member relationships through teller transactions, referrals, follow-up, and outbound communications. The position requires accurate and timely transaction processing, careful cash handling, and adherence to Bank Secrecy Act requirements and other company policies, procedures, and regulatory requirements. The MSA also helps members with routine fraud disputes, supports branch equipment operation, completes assigned training, and participates in community events on behalf of the credit union. 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.
Professional written and verbal communication skills.
Ability to make timely, sound decisions that minimize risk.
Ability to ask open-ended and clarifying questions to understand member needs and develop relationships.
Professional interpersonal skills to relate effectively to members, the public, colleagues, and leaders at all levels.
Respect for and support of diversity in the workplace and membership.
Ability to participate in and support a team environment.
Ability to meet or exceed established service levels, job performance expectations, and organizational goals.
Ability to adapt to changing priorities with a positive attitude.
Attention to detail and ability to deliver timely, quality work to an acceptable standard.
Discretion and sensitivity when assisting with member transactions.
Ability to demonstrate and support credit union values and service standards.
High level of personal integrity and ethics.
Proficiency with varying levels of technology.
Selected candidates must 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 other people served by the credit union.
Resolve member concerns, take ownership of issues, provide prompt solutions, and follow up as appropriate; escalate complex concerns to senior-level staff.
Use knowledge of financial literacy, credit union products, and services to converse with members and offer appropriate products or services.
Maintain current knowledge of credit union products, services, policies, and procedures.
Refer members to expert team members when appropriate and seek opportunities to deepen member relationships.
Make outbound calls and use other communications to establish, grow, and nurture member relationships.
Ensure branch equipment is functioning properly and escalate issues that cannot be repaired 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 each 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 accurately and on time.
Support a team environment, meet service levels and organizational goals, and adapt to changing priorities.
Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
Attend and engage in community events on behalf of the credit union.
Report to work on time and maintain regular attendance.