Member Service Specialist/Member Service Representative

FitzGerald Financial Group - Division of TowneBank Mortgage•Norfolk, VA

9d•$43,000 - $53,500

About The Position

TowneBank is seeking a Member Service Specialist/Member Service Representative to welcome members and accurately handle requested transactions in a timely manner. The role performs teller, settlement, and operational functions to keep the teller line running smoothly. The employee will also be trained to support the sales and service platform by assisting members with new accounts and other member issues, providing a high-quality banking experience. The Member Service Representative handles monetary transactions, verifies cash and checks, reviews accounts and transaction documents, maintains a balanced cash drawer, follows security and check-cashing procedures, and promotes the bank’s products and services. The position also provides member service in person, by phone, and by email, and performs branch balancing and settlement duties. The Member Service Specialist opens new accounts, maintains existing accounts, interviews members to identify their needs and match them with bank products, completes documentation and system entries, and assists members in person and by phone. The stated good-faith compensation range is $43,000 to $53,500, based on the role, market, internal equity, and candidate qualifications.

Requirements

At least one year of bank teller experience with a single employer and/or experience on the sales and service platform.
At least one year of work experience using basic computer skills, including Outlook, Excel, Word, and bank software programs.
Proven ability to provide excellent service to members in person, by phone, and by email.
Ability to keep a cash drawer balanced daily and process monetary transactions accurately and promptly.
Ability to work as an integral and reliable team player.
Ability to be punctual and dependable, keeping unplanned absences to a minimum.
Ability to listen well and resolve member issues positively.
Ability to multitask daily.
Ability to learn new product information and promote product benefits to members.
Flexibility to learn and adapt as systems or processes change.
Ability to communicate by spoken word, verbally and via email.
Ability to exert up to 50 pounds of force occasionally, use arms and legs, and sit most of the time.
Close visual acuity to analyze data, view a computer terminal, read, and prepare documentation.

Responsibilities

Handle members’ monetary transactions, enter them into bank software, and provide receipts.
Verify checks and cash and examine documents for required elements.
Review and provide system overrides for other tellers’ transactions when needed.
Follow the Bank’s security guidelines and check-cashing policies and procedures, as well as applicable federal laws.
Review member accounts to make appropriate decisions about requested transactions.
Accurately balance the cash drawer daily.
Promote TowneBank and its products and services.
Provide member service in person, by phone, and by email.
Maintain a professional appearance and demeanor.
Become cross-trained on bank products, services, and procedures to assist on the sales and service platform as a Member Service Specialist.
Perform operational duties such as balancing the cash dispenser, settling the ATM and internal bank accounts, ordering supplies, and balancing the branch.
Adhere to applicable federal laws, rules, and regulations, including those concerning Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
Open new accounts and perform maintenance on existing accounts.
Interview members, gather information, and match members’ needs to bank products.
Complete written documentation and enter information into the bank’s computer system accurately.
Complete transaction tickets and take them to the teller line for processing.
Assist members in person and by phone.
Perform other duties as assigned.