What are the responsibilities and job description for the Member Service Associate position at St. Mary's Bank?
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.
· • Ability to advance to level III if goals meet or exceed expectations.
• 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 image to the membership and community.