Sr. Member Service Associate (Sr. Teller)

GESA CREDIT UNION•Pasco, WA

14d•$20 - $30•Onsite

About The Position

Take a leap and join our team! At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together. Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority. Get to know us: About - Gesa Credit Union Role Summary: 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.

Requirements

Professional written and verbal communication
Make sound decisions that minimizes risk in a timely manner
Ability to ask open-end and clarifying questions to understand member needs and deepen relationships
Display professional people skills to relate effectively to members, the public, colleagues, and all levels of leadership
Respect and support all areas of diversity in the workplace and our membership
Complete assigned training programs in prompt and correct manner
Participate in and support a team environment
Meet or exceed established service levels, job performance, and organizational goals
Constantly adapt to changing priorities with a positive attitude
Perform their jobs to a reasonable, acceptable standard, which includes attentiveness to detail, timeliness, and quality of work
Exercises the utmost discretion and sensitivity when assisting with member transactions
Education: High School Degree (or equivalent) required
Experience: Cash handling experience required
Demonstrate and support credit union values and service standards
Attend and engage in community events on behalf of the credit union
Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements
Demonstrate a high level of personal integrity and ethics
Report for work on time and keep a schedule of regular attendance
Some travel may be needed
Proficient with varying levels of technology

Nice To Haves

At least one year of customer service experience preferred
At least one year of teller experience preferred

Responsibilities

Provide exceptional member service to all whom we serve.
Solve problems, take ownership of member concerns, provide prompt resolutions, and follows up as appropriate.
Handles 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 escalates non-repairable issues to leadership.
Observe and monitor cash activity to ensure the branch and team members are following established cash limits.
Able to open consumer deposit accounts and perform consumer account maintenance.
Able to 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.