Member Services Representative (Teller)

New hires will receive a $1,000 sign-on bonus!

($500 after 30 days and $500 after 90 days of employment.)

General Summary

In addition to processing a high volume of transactions promptly and accurately; the Member Services Representative (Teller) is responsible for consistently delivering world class service to members, uncovering and understanding our members known and unknown needs and finding solutions to help them achieve those needs.

The successful candidate will have excellent interpersonal skills to effectively communicate, both verbal and written, with our members and Credit Union personnel. Possessing a friendly attitude and maintaining a professional appearance and behavior are keys for success. The ideal candidate will have the ability to promptly and professionally handle and resolve a variety of situations impacting our members’ financial lives and make recommendations on ways to bring our mission of delivering a Better Banking Experience to life.

This candidate has prior customer service and cash handling experience and feels confidant when communicating with members about products and services directly. Reliability, dependability, availability, and flexibility to occasionally travel to other branch locations as needed are required.

Reporting Relationships

Reports to the Branch Manager

Specific Responsibilities and Duties

• Exceed members’ expectations through efficient, proactive and accurate service to ensure a superior member experience by actively listening and assessing the needs of the member, explaining the features and benefits of targeted solutions and ensuring first-visit resolution of members concerns.
• Serve members’ financial needs in-person and at times via phone: fulfilling requests, answering inquiries, completing transactions, resolving problems, maintaining databases, and by providing information and education regarding Credit Union services.
• Promotes an effective team relationship and contributes to a productive, team-oriented work environment.
• Responsible for the day-to-day application of organizational policies and procedures to help members
• Participates in regular staff meetings to include training to ensure staff is thoroughly trained in all Credit Union products and services as well as regulatory requirements that apply to their daily function.
• May open new memberships and/or additional products for new and existing members and assists members with automated services. Stays abreast of latest changes in products, services, consumer protection laws, rate changes and Credit Union policies and procedures.
• Participates in special projects as assigned.

Essential Functions, Skills and Abilities

Includes the possession of, but is not limited to:

• Prior experience in a sales and service environment.
• Demonstrates empathy and ownership, striving to make another’s experience better.
• Demonstrates energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
• A true team player and collaborator able to translate knowledge and experience into strong and productive relationships internally and externally.
• Professional behavior and professional image while maintaining consistent attendance at work.
• Ability to multi-task, handle ambiguity and adapt quickly to changing circumstances.
• Contribute toward creating solutions to challenges that impact the team while maintaining a focus on productivity.
• Knowledge of banking products and services and knowledge of general banking policies, programs, procedures and financial practices and an ability to explain financial concepts, policies and procedures clearly and succinctly to others.
• Technical knowledge and competence in personal computer skills working in a Windows environment, with particular knowledge of word processing and spreadsheet applications: ability to quickly learn specialized software applications. Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
• Physical abilities include but are not limited to: the ability to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory and reasoning ability. While performing the essential duties of this job, the employee is regularly required to talk or hear. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

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