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SalaryPosition Location: South Duke Street Branch - Lancaster, PA
Position Title:Member Service Associate
Department: Retail Operations
Supervisor's Title: Branch Manager/Assistant Branch Manager
Classification: Non-Exempt
Starting Salary Range:$14.71 - $18.38
Benefit Highlights:
- Competitive compensation!
- Medical, Dental, and Vision Insurance!
- 401K with up to 4% company match!
- Holiday Pay starting at day 1!
- Paid Vacation Time!
- Medical Benefits starting at your 31st day of employment!
- Pension Plan!
And many more!
Summary:
Entry level Member Service position that performs various transactional duties to serve members. The primary duties include but are not limited to handling member deposits and withdrawals, processing loan payments, night drop deposits, and ATM transactions with a high degree of accuracy. Maintains accurate and precise transactional records, providing basic cash receipt and payment services in accordance with credit union policies and procedures. Provides general information on all Belco products and services, successfully referring members to the Member Service Representatives. Responsible for answering incoming calls to the branch in a professional manner. May be expected to participate in monthly outbound relationship building calls. Must maintain Quality Assurance Standards and outstanding Member Service at all times when providing service to both external and internal members. Represents the credit union to its members in a courteous, professional and confident manner.
Essential Functions:
- Enthusiastically supports the sales and service culture.
- Actively contributes to the team achievement of assigned departmental/branch and strategic goals.
- Utilizes a consultative sales approach to seize any and all opportunities to educate members and potential members about Belco products and services, cross-selling to match individual member needs with appropriate products and services to enhance the member relationship with the credit union.
- Provides efficient, prompt and accurate service in handling and processing a variety of member transactions in the branch or via telephone.
- Replies to incoming member emails to the credit union, responding with professionalism and tact.
- Responsible for adhering to all security procedures relative to the handling of member cash transactions, security, and internal operating procedures. Must maintain member and employee confidentiality.
- Interviews members received via branch/sales center, inbound and/or outbound telephone calls, gathering pertinent information while building long term account relationships.
- Refers members to Branch Member Service Representatives for counsel on all share, loan, and membership account questions and requests.
- Abides by Belco’s policies, procedures, standards, regulatory and compliance mandates.
- Embodies Belco’s mission, vision, core values, and continuous process improvement (CPI).
- Any other duties requested by the Head MSA/Assistant or Branch Managers.
Competencies:
- Functional Skills: Products/Service Knowledge, Cash Handling, Selling Skills, Dependability
- Operating Skills: Quality Of Work, Communication
- Relationship Skills: Member Focus, Teamwork
- Behavioral Expectations
Work Environment:
This job operates in a profession office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Ability to operate general office equipment such as copiers, fax machines, scanners, phones, hole-punchers, and staplers. Keyboarding or PC data entry capabilities required. Sitting, standing, bending, and hand dexterity required. Ambulation – able to move from one area to another throughout one-floor office layout.
Travel:
Periodic travel to other Branch Offices and Sales Center, as well as, evening and Saturday work may be required.
Minimum Required Education and Experience:
High School Diploma or GED is required. You must complete and pass the prescribed online Learning Management System courses assigned for this position within two years after position acceptance and before consideration for promotion. Additional education/training requirements may be requested as new courses become available. Certain courses may be waived based on prior experience.
Preferred Education and Experience:
Cash handling and customer service experience is strongly preferred.
Disclaimer:
Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
We are an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual preference/orientation, age, disability, marital status, pregnancy, veteran status, or other legally protected bases. Belco’s Diversity and Inclusion initiatives provide all employees with equal access to training and advancement opportunities throughout the organization.
Belco will provide reasonable accommodation to applicants and employees with disabilities where appropriate throughout the application and employment process. Determinations on requests for reasonable accommodation related to any job function will be made on a case-by-case basis. A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
