What are the responsibilities and job description for the Member Service Associate II position at St. Mary's Bank?
Company Description St. Mary’s Bank is the first credit union in the United States and has been serving New Hampshire individuals, families, and businesses for over a century. The organization offers a broad range of financial products and services, including checking accounts, personal loans, real estate loans, business banking, and financial planning solutions. As a federally insured credit union under the NCUA, St. Mary’s Bank provides members with security and confidence in their financial relationships. The organization is an Equal Housing Lender and an Equal Opportunity Employer, committed to supporting protected veterans and individuals with disabilities. Team members join a mission-driven institution focused on member service and community impact.
Role Description The Member Service Associate II is a full-time, on-site role based in Nashua, NH. This position is responsible for assisting members with transactions such as deposits, withdrawals, loan payments, and account inquiries while ensuring accuracy and adherence to credit union policies. The role includes opening and maintaining deposit accounts, providing information on loan and banking products, and helping members identify solutions that meet their financial needs. The Member Service Associate II will handle member issues and concerns, escalate complex situations when necessary, and contribute to a positive, welcoming branch environment. Daily responsibilities also include maintaining accurate records, balancing cash drawers, following regulatory and compliance procedures, and collaborating with team members to achieve branch service and sales goals.
Qualifications
- Strong member service and communication skills, including the ability to actively listen, explain financial products clearly, and provide a positive experience in person and by phone.
- Solid cash handling and transaction processing skills, with attention to detail and accuracy in balancing drawers and completing daily work.
- Ability to learn and use banking software and systems, including account opening platforms, CRM tools, and standard office applications.
- Basic knowledge of consumer banking products such as checking, savings, personal loans, and mortgages, with the ability to identify member needs and make appropriate referrals.
- Problem-solving skills and sound judgment, with the ability to handle member concerns, follow policies, and escalate complex issues appropriately.
- Commitment to regulatory compliance, privacy, and security standards, including adherence to NCUA guidelines and internal procedures.
- High school diploma or equivalent required; additional education in business, finance, or a related field is beneficial.
- Prior experience in a credit union, bank, or customer service environment preferred, with demonstrated reliability and teamwork.