Sr. Member Service Associate (Sr. Teller)

Gesa Credit Union-posted 11 months ago
$19 - $29/Yr
Full-time • Entry Level
West Richland, WA
Credit Intermediation and Related Activities
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The Sr. Member Service Associate (MSA) is an experienced, journey level, Member Service Associate that provides exceptional member service as they perform teller transactions, account maintenance, and digital banking assistance for members. The Sr. MSA also uses their experience and in-depth knowledge of Gesa's products, services, policies, procedures, and financial literacy to serve as a mentor that helps train new MSAs. Sr. MSAs can place cash orders, balance vault cash, provide overrides as appropriate, and maintain ATMs. They are also proficient at opening consumer deposit accounts. The Sr. MSA is excellent at deepening member relationships by referring, following up, and contacting members through phone calls and other communication methods.

  • Provide exceptional member service to all whom we serve.
  • Solve problems, take ownership of member concerns, provide prompt resolutions, and follow up as appropriate.
  • Handle more complex and sensitive member concerns.
  • Have a core understanding of financial literacy, products, and services and be able to fluidly converse with members.
  • Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
  • Offer products and/or services to deepen member relationships and refer to other expert team members as appropriate.
  • Make outbound calls to members for the purpose of establishing, growing, and nurturing member relationships.
  • Ensure branch equipment is always working properly and escalate non-repairable issues to leadership.
  • Observe and monitor cash activity to ensure the branch and team members are following established cash limits.
  • Open consumer deposit accounts and perform consumer account maintenance.
  • Place cash orders, supply orders, balance vault cash, and maintain ATMs.
  • Process domestic wire requests.
  • Review and process overrides/approvals within your authority while minimizing risk.
  • Mentor and help train new MSAs.
  • Assist leadership with branch certifications, cash drawer audits, cash drawer overages, and OFAC reports.
  • Perform transactions and service requests on member accounts in a correct and timely manner.
  • Accurately follow all cash handling procedures and balance cash drawer at the end of every shift.
  • Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
  • Help members with Digital Banking enrollment, navigation, resets, and maintenance.
  • Assist members with routine fraud disputes.
  • High School Degree (or equivalent) required.
  • Cash handling experience required.
  • At least one year of customer service experience preferred.
  • At least one year of teller experience preferred.
  • Competitive Pay
  • Medical, Dental, Vision, and Life Insurance
  • 20 days/year of Paid Time Off - Plus 10 Paid Holidays!
  • 401(k) Match
  • Incentive Program
  • Tuition Assistance and Student Loan Repayment
  • Commuter Benefits
  • Paid Time Off to Volunteer in the Community
  • Product discounts
  • Engaging Work Environment
  • Rewards and Recognition Programs
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