Member Services Representative

Self-Help•Manchester, CT

About The Position

Self-Help is seeking a Member Services Representative to join its Manchester, Connecticut team. The role focuses on identifying member needs, maintaining member account relationships, completing financial transactions accurately, opening and maintaining accounts, responding to inquiries, and promoting credit union services. The representative supports member growth goals, protects the credit union through security and fraud-prevention practices, and may serve as backup for MSR II responsibilities. The position also includes daily cash-drawer opening, closing, and balancing; maintaining prescribed cash levels; logging and posting deposits as part of a dual-control team; and following applicable regulatory procedures, including Bank Secrecy Act and Anti-Money Laundering requirements. Additional duties include branch self-assessments, business development and outreach, responding to electronic member requests, outbound calls, and translation assistance when needed. The role is based with the Manchester, CT team. Flexible work hours, including evenings and weekends, are required, and travel to other branches may be required. The stated starting compensation rate is $24.00; compensation is based on geography, role, and experience. Self-Help describes its compensation as competitive for a nonprofit and says it offers a generous benefits package, without listing specific benefits.

Requirements

High school graduate or equivalent.
Excellent customer service skills.
Ability to communicate effectively, both verbally and in writing.
Ability to be trained on and efficiently operate credit union systems and proprietary software, including New Solutions, Microsoft Excel, Word, and Outlook.
Ability to work flexible hours, including evenings and weekends.
May be required to travel to cover other branches.
Keen attention to detail and ability to organize and prioritize work effectively.
Analytical and problem-solving skills.
Keyboard and data-entry skills.
Ability to demonstrate Self-Help's core values: Mission Before Self; Service with Excellence; Embracing & Promoting Change; Results Not Credit; Diversity as a Strength; and Financial Sustainability for Mission Impact.
Strong commitment to Self-Help's mission of creating economic opportunity for traditionally underserved communities.

Nice To Haves

Bilingual English/Spanish skills are highly preferred but not required.
At least one year of experience in a financial institution or another customer-service industry is preferred.
Prior cash-handling and customer-service responsibilities are preferred.
Preference for working in organizations that prioritize teamwork and collaboration.

Responsibilities

Initiate and lead conversations to identify and assess member needs.
Maintain and enhance member account relationships by providing excellent member service.
Process share deposit payments, loan payments, manual payrolls, and account transfers.
Disburse cash and check withdrawals.
Complete member transactions accurately and promptly within prescribed limits and guidelines, or seek approval for exceptions.
Open new membership accounts and assess them for accuracy and compliance.
Research and address member inquiries about credit union services and accounts.
Perform authorized account maintenance.
Promote credit union products and services.
Maintain basic knowledge of consumer and mortgage loans to refer members effectively to the relevant loan departments.
Perform outbound calls to members as needed.
Achieve individual and branch growth goals and identify solutions that support member needs.
Observe security and internal controls and identify potentially fraudulent or forged documentation or activity.
Serve as backup for MSR II responsibilities when needed.
Open, close, and balance an individual cash drawer daily; maintain cash levels within prescribed amounts.
Post and log night, ATM, and mail deposits as part of a dual-control team.
Follow general regulatory procedures, including Bank Secrecy Act and Anti-Money Laundering requirements, and balance accurately within established time frames.
Assist with assigned branch self-assessments.
Participate in branch business development and outreach activities.
Respond to electronic member requests and/or make outbound calls professionally, promptly, efficiently, and accurately.
Assist with translation when needed.
Perform other duties as necessary.