Member Service & Sales Representative (Teller)

Mountain America Credit Union • Phoenix, AZ

3d • Onsite

About The Position

At Mountain America, we create exceptional service experiences with every member, every time. We provide life changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America. The Member Service & Sales Representative (Teller) provides exceptional member service to credit union membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs and accomplish the credit union objectives. This role recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach. There is a consistent focus on increasing member satisfaction and account retention, and the role is expected to meet sales and service goals. The representative will use lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services. They will also resolve problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution. The role also involves following up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach. In Branch Operations, the representative will maintain their cash drawer, initiate wire transfers, cashiers checks, and cash advances, and create VISA cards. They will also open and process IRA transactions, certificates of deposit, and redeem savings bonds. The role requires using judgment to place appropriate check holds and issue fee reversals, assisting fraud victims by processing fraud disputes, and accurately and efficiently processing transactions in accordance with established policies and procedures. The representative will also assist in the opening and closing procedures of the branch and be responsible for Branch Security, which includes vault combinations, security codes, and member information. Other responsibilities include representing the credit union in a professional manner, keeping the work area neat and clean, responding to communication in a timely manner, actively participating and completing product knowledge courses, and complying with all regulations as required by law. Travel may be required, and other duties as assigned.

Requirements

• At least six months of customer service experience.
• A valid driver’s license is required
• Proficient computer operating skills
• Understanding of Microsoft Office Suite (Outlook, Word, Excel)
• Thorough knowledge of credit union policies, procedures and regulations
• Ability to identify lending opportunities and make recommendations.
• Ability to cross-sell financial services of the credit union to create exceptional member service
• Ability to perform financial calculations
• Ability to communicate effectively and persuasively using written and verbal communication
• Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
• Ability to stand, walk, kneel and crouch occasionally
• Close vision (clear vision at 20 inches or less)
• Distance Vision (clear vision at 20 feet or more)
• Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Nice To Haves

• Industry experience preferred.
• MSR onboarding through the following: Branch Foundations Teller Branch Checklist Products & Services Teller Follow-up Training

Responsibilities

• Provides exceptional member service to credit union membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs and accomplish the credit union objectives.
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach
• Consistent focus on increasing member satisfaction and account retention
• Expected to meet sales and service goals
• Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services
• Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Follows up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach
• Maintains cash drawer
• Initiates wire transfers, cashiers checks, and cash advances
• Creates VISA cards
• Opens and processes IRA transactions, certificates of deposit, and redeem savings bonds
• Uses judgement to place appropriate check holds and issue fee reversals
• Assist fraud victims by processing fraud disputes
• Accurately and efficiently processes transactions in accordance with established policies and procedures
• Assists in the opening and closing procedures of the branch
• Responsible for Branch Security which includes vault combinations, security codes, and member information.
• Represents the credit union in a professional manner, both in dress and in actions
• Keeps work area neat and clean
• Responds to email/voicemail/missed calls/other communication in a timely manner
• Actively participates and completes product knowledge courses
• Travel may be required
• Complies with all regulations as required by law
• Performs other duties as assigned

Benefits

• Excellent medical and dental benefits with minimal employee contribution (full time employees)
• Paid time off
• Volunteer time off
• Paid holidays
• Matching 401K
• Tuition assistance
• Professional development

What This Job Offers

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