Member Service Associate

Overview

Under the direction of the Member Experience Supervisor/Manager, the Member Service Associate II is responsible for providing exceptional service to our members by addressing their inquiries, resolving issues, achieving sales goals, and maintaining deposit account relationships through a positive experience.

This role requires strong interpersonal skills, attention to detail, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Greet and assist members with their inquiries and concerns via phone, email, and in-person interactions.

• Maintain and update member accounts, ensuring accuracy and confidentiality.

• Identify and resolve member issues promptly and effectively, escalating when necessary.

• Provide information and guidance on membership benefits, programs, and services available in order to meet branch deposit and loan goals.

• Handle and process member transactions accurately and efficiently.

• Maintain thorough and accurate records of member interactions and transactions.

• Meet established member relationship management standards through onboarding programs, outbound sales calls and referrals to other business lines.

• Work closely with team members and other departments to ensure seamless member service experience.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.

• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.

• Problem-Solving: Ability to identify issues, think critically, and develop effective solutions.

• Mathematical Skills: Basic math skills to handle cash transactions, balance cash drawers, and perform calculations.

• Attention to Detail: High level of accuracy and thoroughness in all tasks and documentation.

• Time Management: Efficiently manage time and prioritize tasks to meet deadlines and service standards.

• Teamwork: Ability to work collaboratively with others, to achieve common goals and improve member service and work a flexible schedule to include Saturdays.

• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.

Physical Demands

• Ability to remain seated or standing for extended periods while performing job tasks.

• Occasional lifting and carrying materials weighing up to 30 pounds.

• Frequent use of hands and fingers to operate office equipment, including computers, phones, and keyboards.

Qualifications

• High school diploma or equivalent is required.

• One to two years’ experience as a customer service representative in either a retail establishment or financial institution in which sales were a function of the job.

• Demonstrated success in sales in a financial organization as well as knowledge of deposit and loan products is required.

• Proven track record in member service.

• Present a professional i...