Member Service Specialist/Member Service Representative

Towne Family of Companies•Norfolk, VA

About The Position

TowneBank is seeking a Member Service Specialist/Member Service Representative to welcome members, accurately handle requested transactions, and perform teller, settlement, and operational functions that keep the teller line running smoothly. The employee will also be cross-trained to support the sales and service platform, assist with new accounts and member issues, and provide an exquisite banking experience. The good-faith expected compensation range is $43,000 to $53,500, based on the role, market, internal equity, and candidate qualifications. As a Member Service Representative, the employee handles and records monetary transactions, verifies checks and cash, reviews documents and member accounts, provides transaction overrides when needed, follows security procedures, and keeps the cash drawer balanced. The role also includes promoting TowneBank products and services, assisting members in person, by phone, and by email, and performing branch settlement and operational tasks. As a Member Service Specialist, the employee opens new accounts, maintains existing accounts, interviews members to identify their needs, gathers and enters information, completes transaction documentation, promotes bank products, and assists members in person and by phone. The employee must comply with applicable federal laws and regulations, including those related to Anti-Money Laundering and the Bank Secrecy Act.

Requirements

At least one year of bank teller experience with a single employer and/or experience on the sales and service platform.
Proven ability to provide excellent member service in person, by phone, and by email.
At least one year of work experience using basic computer skills, including Outlook, Excel, Word, and bank software programs.
Flexibility to learn and grow as new systems or processes emerge.
Ability to keep a cash drawer balanced daily and accurately process monetary transactions in a timely manner.
Ability to work as an integral and reliable team player.
Punctuality and dependability, 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.
Ability to express or exchange ideas 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 essential elements.
Review and provide system overrides on other tellers’ transactions when needed.
Follow the Bank’s security guidelines and stay current on check-cashing policies, procedures, and applicable federal laws.
Review member accounts to make appropriate decisions regarding requested transactions.
Keep the cash drawer accurately balanced on a daily basis.
Promote TowneBank and its products and services.
Provide member service in person, by phone, and by email.
Become cross-trained on bank products, services, and procedures to assist on the sales and service platform as needed.
Perform operational duties such as balancing the cash dispenser, settling the ATM and internal bank accounts, balancing the branch, and ordering supplies.
Open new accounts and perform maintenance on existing accounts.
Interview members to obtain information and match their needs with bank products.
Gather data, complete written documentation accurately, and enter information into the bank’s computer system.
Complete appropriate transaction tickets and take them to the teller line for processing.
Comply with applicable federal laws, rules, and regulations, including those related to AML and the Bank Secrecy Act.
Perform other duties as assigned.