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About the Role

The Member Service Associate plays a key role in advancing the credit union's mission by delivering personalized service and helping members achieve financial success. This role creates value for members while fostering trust and loyalty by uncovering member needs through meaningful conversations and providing thoughtful recommendations. The Member Service Associate also supports teller functions, welcomes members as a branch concierge, and ensures members are connected with specialized resources when additional expertise is required.

Responsibilities

Assist with account openings and closures, issuing debit cards, processing wire transfers, and providing support for online and mobile banking.
Open and maintain business, IRA, and fiduciary accounts.
Process various loan applications.
Address complex member issues and support escalations with minimal assistance.
Manage member traffic and act as a concierge to ensure a smooth and welcoming branch experience.
Engage in meaningful discovery conversations to understand member financial needs and goals.
Identify referral opportunities across departments and accurately track member interactions.
Build trust through consistent, empathetic service.
Meet or exceed Member Relationship Development (MRD) goals.
Contribute to the success of branch lending, investment, and financial counseling efforts.
Support teller operations.
Assist with branch opening and closing procedures.
Ensure equipment is maintained and balanced.
Step in to meet branch needs and go the extra mile to support colleagues and members.
Collaborate with internal departments to understand products and services.
Serve as a knowledgeable resource for new Member Service Consultants (MSCs) and support peers.
Comply with all company policies and procedures, applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Requirements

A minimum of one year up to three years of similar or related experience, including preparatory experience.
Previous customer service experience.
Must be at least 18 years of age.
Favorable Background, Credit, Criminal, Bondability, and Reference Checks required.
Motor Vehicle check dependent on position.
Travel to other branches or locations may be required depending on position.
Must be capable of climbing/descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to work extended hours whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
Must be able to perform job functions independently and with limited supervision.
Must work effectively as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be able to perform basic financial calculations with accuracy.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace.
Must be capable of exercising highest level of discretion on confidential matters.

Skills

Member Service
Communication
Reliability/ Dependability & Trustworthiness
Effective problem-solving skills
Solid attention to detail and accuracy skills
Proficiency in operating computers, keyboard, standard office equipment
Managing multiple priorities on time and with accuracy
Superior customer service skills
Ability to use sound judgement in decision making
Demonstrate empathy in speaking with others about sensitive or difficult situations
Works well with a variety of personalities in a fast-paced environment

Location

Williston

Work Type

Full-time

Experience Level

1-3 years of experience

Education Level

High school degree or equivalent

About the Company

The credit union's mission is to help members achieve financial success.