Member Service Associate

EastRise Federal Credit Union•Rutland Town, VT

1d•$23 - $25•Onsite

About The Position

The Member Service Associate will focus on business development, deepening member relationships to drive revenue growth and reduce member attrition. This role builds and nurtures strong relationships with existing members while also actively seeking new membership through relationship building. This position will be based in Rutland and will require travel to other EastRise locations including but not limited to Bennington, Brattleboro and beyond. This team member provides efficient, accurate, and polite service to members while gaining insight into their financial needs. Listens attentively to member needs and provides solutions that best suit the member’s needs and goals. Primarily uncovers member financial goals and needs through discovery conversations, while demonstrating empathy for members’ needs and building lasting and effective relationships with members. Refers members to specialist when member need is discovered that requires specialized assistance outside of their knowledge. Able to assist members with teller-based transactions and perform duties of a concierge for the branch.

Requirements

3-5 years of related experience including sales and customer service.
Strong relationship development skills
Strong attention to detail, planning and problem-solving skills

Responsibilities

Assisting with account openings and closures, issuing debit cards, processing wire transfers, and providing support for online and mobile banking.
Opening and maintaining business, IRA, and fiduciary accounts.
Processing various loan applications.
Addressing complex member issues and supporting escalations.
Managing member traffic and acting as a concierge for the branch.
Engaging in discovery conversations to understand member financial needs and goals.
Identifying referral opportunities across departments.
Accurately tracking member interactions.
Meeting or exceeding Member Relationship Development (MRD) goals over time.
Contributing to the success of branch lending, investment, and financial counseling efforts.
Supporting teller operations.
Assisting with branch opening and closing procedures.
Ensuring equipment is maintained and balanced.
Supporting new Member Service Consultants (MSCs) and peers in complex situations.
Complying 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.