Member Service Associate (Teller)

Gesa Credit Union • Walla Walla, WA

3d

About The Position

The Member Service Associate (MSA) provides exceptional service to credit union members using entry-level knowledge of products and services, banking policies and procedures, and financial literacy. The MSA performs routine transactions and account maintenance, assists with digital banking and other member needs, and escalates more complex matters to senior-level branch employees. The role includes identifying opportunities to deepen member relationships through referrals, follow-up, and outbound communications.

The MSA supports accurate and timely account transactions, cash handling, monetary instrument processing, routine fraud disputes, and branch equipment readiness. The position also requires adherence to credit union policies, procedures, risk controls, confidentiality expectations, and regulatory requirements. Some travel may be required, and the selected candidate must pass a pre-employment credit and background check.

Requirements

• High school degree or equivalent.
• 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 deepen relationships.
• Professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadership.
• Respect for and support of diversity in the workplace and membership.
• Ability to complete assigned training in a timely and accurate manner and participate in a team environment.
• Ability to adapt to changing priorities with a positive attitude and produce attentive, timely, quality work.
• Discretion and sensitivity when assisting with member transactions.
• Demonstrate and support credit union values and service standards.
• Maintain confidentiality, control risk, and comply with company policies, procedures, and regulatory requirements.
• Demonstrate personal integrity and ethics.
• Maintain a schedule of regular attendance and report to work on time.
• Proficiency with varying levels of technology.
• 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 resolve concerns promptly, taking ownership and following up as appropriate; escalate complex issues to senior-level employees.
• Discuss financial literacy, credit union products, and services with members, maintaining current knowledge of products, policies, and procedures.
• Offer appropriate products and services, make referrals to expert team members, and contact members to establish, grow, and nurture relationships.
• Perform member transactions and account service requests accurately and promptly, including account maintenance.
• 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.
• Assist members with digital banking enrollment, navigation, resets, and maintenance.
• Assist members with routine fraud disputes.
• Ensure branch equipment is working properly and escalate non-repairable equipment issues to leadership.
• Attend and participate in community events on behalf of the credit union.
• Maintain confidentiality, control risk, and conduct operations in accordance with company policies, procedures, and regulatory requirements.
• Complete assigned training, support a team environment, meet or exceed service and performance goals, and adapt to changing priorities.
• Maintain regular attendance and report to work on time.

Benefits

• Medical, dental, vision, and life insurance.
• 20 days per year accrual of paid time off and 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.
• Competitive pay; full salary range is $17.13–$25.99, with a starting rate of $20.00 per hour.

What This Job Offers

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