Member Service Associate

Financial Horizons Credit Union-•Hawthorne, NV

About The Position

The Member Service Associate provides a variety of services to credit union members in person, by phone, email, and mail. The role processes member transactions such as deposits, withdrawals, loan payments, cashiers’ checks, cash advances, debit card requests, transfers, and wire transactions; maintains accurate daily records; and balances transactions and cash. The associate also assists members with account questions and problems, explains credit union products and services, and cross-sells when appropriate. The role follows applicable state and federal regulations and credit union policies, protects member information, and performs additional duties as assigned. The position supports a professional member-service experience by communicating courteously, resolving inquiries promptly, maintaining account records, and directing members to the appropriate departments or staff. It also involves maintaining a clean and secure work area, attending required meetings and training, and working collaboratively with colleagues and management. The work takes place in a typical office environment. Duties require communication in English, handling cash and documents, using a computer and standard office equipment, and sitting or standing for extended periods. The associate must be able to lift at least 10 pounds individually or 20 pounds with a team lift.

Requirements

High school diploma or equivalent.
Basic knowledge of cash handling and customer service is highly desired.
Six months of prior cash-handling and customer-service experience is highly desired.
Ability to communicate effectively and professionally using standard forms of business communication.
Ability to maintain a clean and professional appearance.
Basic ability to operate a computer and other office equipment.
Willingness to learn and an approachable, cordial manner with members and coworkers.
Ability to communicate in English, read and comprehend business communications, and communicate effectively with members and staff.
Ability to exercise independent judgment while carrying out basic instructions and, after appropriate training, resolve minor to moderate member issues without supervision.
Ability to perform basic math, use decimals to compute ratios and percentages, count cash, and balance a cash drawer after appropriate training.
Ability to hear ordinary conversations and receive routine information; use finger dexterity for tasks such as typing, picking up small objects, and counting cash; and perform repetitive wrist, hand, or finger movements.
Average visual acuity necessary to prepare or inspect documents and operate standard office equipment.
Ability to sit or stand for long periods and lift at least 10 pounds individually or 20 pounds using a team lift.

Nice To Haves

Prior teller experience is helpful.

Responsibilities

Assist members with account transactions in person, by phone, email, and other channels.
Process share deposits, withdrawals, check cashing, loan payments, internal and external transfers, cash advances, cashiers’ checks, and domestic and international wires.
Redeem government bonds and handle similar transactions.
Assist members with debit card issues and escalate complex issues to the debit card specialist.
Service ATMs and cash recyclers or dispensers, and report continuing mechanical errors to the MSA Supervisor.
Verify transactions, monitor deposit amounts, examine documents for endorsements and negotiability, and promptly resolve discrepancies.
Report potential fraud, abuse, or other suspicious activity in a timely manner and within the limits of authority.
Balance daily transactions, verify cash and check totals, and investigate and resolve out-of-balance conditions.
Maintain contact manager notes and warnings in the core system.
Explain credit union services and products and assist members with their financial needs.
Close accounts at members’ request, provide access to safe deposit boxes, order checks, and complete payroll deduction and authorization forms.
Answer member questions and resolve problems, including bookkeeping and checking account issues; process stop-payment requests.
Receive and direct members and telephone calls, respond to inquiries, and relay messages promptly.
Maintain member files and account information, process name and address changes, and open subaccounts after appropriate training.
Identify opportunities to cross-sell credit union products and services after appropriate training, and inform members about membership eligibility, accounts, rates, payroll deductions, policies, and related services.
Protect the privacy of member account information and uphold the credit union’s member-service standards and reputation.
Greet members cordially and professionally in person, by email, and by phone; complete transactions and resolve problems promptly and effectively.
Return member and coworker messages, calls, and emails within the same business day when appropriate.
Develop an understanding of the credit union movement after appropriate training and maintain effective working relationships with team members and management.
Keep supervisors informed of area activities and report suspicious or concerning activity as required.
Work with the team on credit union initiatives, resolve minor conflicts professionally, and refer members to other departments with appropriate communication.
Maintain a clean, secure, and well-maintained work area; perform clerical and related duties; attend required staff meetings and training; and assist other personnel when appropriate.