Member Service Specialist/Member Service Representative

FitzGerald Financial Group - Division of TowneBank Mortgage•Newport News, VA

10d•$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 cross-trained to work on the sales and service platform, assisting members with new accounts and other issues to provide a positive banking experience. The Member Service Representative handles monetary transactions, verifies checks and cash, reviews accounts and transactions, maintains a balanced cash drawer, follows bank security and check-cashing procedures, and provides member service in person, by phone, and by email. The representative may also perform settlement and branch-balancing duties and must comply with applicable federal requirements, including Anti-Money Laundering laws and the Bank Secrecy Act. The Member Service Specialist opens new accounts, maintains existing accounts, interviews members to understand their needs and recommend bank products, completes documentation, processes transaction tickets, promotes bank products, and assists members in person and by phone. The good-faith expected 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.
Proven ability to provide excellent 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.
Ability to learn and grow as systems or processes change.
Ability to keep a cash drawer balanced daily and process monetary transactions accurately and promptly.
Ability to work as a reliable, integral team member.
Punctuality and dependability, with unplanned absences kept to a minimum.
Ability to listen well and resolve member issues positively.
Ability to multitask daily.
Ability to learn product information and promote product benefits to members.
Ability to communicate and 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 for analyzing data, viewing a computer terminal, reading, and preparing documentation.

Responsibilities

Handle members’ monetary transactions, enter them in bank software, and provide receipts.
Verify checks and cash and examine documents for required 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 about requested transactions.
Keep the cash drawer balanced daily.
Promote TowneBank and its products and services.
Provide member service in person, by phone, and by email.
Maintain professional appearance and behavior.
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, ordering supplies, and balancing the branch.
Comply with applicable federal laws, rules, and regulations, including those related to Anti-Money Laundering and the Bank Secrecy Act.
Open new accounts and maintain existing accounts.
Interview members to gather information and match their needs to bank products.
Gather data, complete written documentation accurately, and enter information into the bank’s computer system.
Complete transaction tickets and take them to the teller line for processing.
Assist members in person and by phone.
Perform other duties as assigned.