Member Service Assistant

GENERAL RESPONSIBILITIES: As a Member Service Assistant (MSA), you will be responsible for delivering world-class service to our members by assisting with their financial needs, processing account transactions, and providing information about credit union products and services. You will play a key role in building strong relationships with members by actively referring and cross-selling products and services, achieving sales goals, and making outbound calls to promote credit union offerings. In addition, you will support branch operations by performing clerical duties, ensuring compliance with regulatory requirements, and providing backup support to other staff. This role requires meeting key performance metrics, including transaction accuracy, member satisfaction, and sales performance, all while maintaining a high level of professionalism and contributing to the success of the credit union.

JOB SPECIFIC DUTIES:

Member Interaction & Account Management

• Approach the members and visitors by greeting and welcoming them to the credit union in a courteous, professional, and timely manner, ensuring a world-class experience every time.
• Assist members with opening and closing accounts, answering questions about products and services, and resolving problems within their authority. Refer complex issues to the supervisor with recommendations for resolution.
• Open all accounts, certificates, loans, and other credit union products/services accurately, ensuring all related forms and documents are completed and filed/scanned promptly.
• Approach and provide members with general and specific information regarding credit union products and services.
• Actively promote, describe, and cross-sell credit union products and services based on member needs gathered from interviews or by reviewing their accounts.
• Research and report discrepancies to the supervisor.

Sales Referrals & Cross-Selling

• Review member profiles to identify and recommend relevant credit union products and services based on individual needs.
• Actively refer and cross-sell products and services to enhance the member experience and meet goals.
• Achieve personal referral sales targets by identifying referral and cross-sell opportunities and utilizing the TFCU Integrity Sales techniques. Work to meet or exceed a target referral and cross-sell ratio.
• Actively participate in sales promotions and campaigns to meet personal and team goals.

Outbound Calling

• Make outbound calls to current and potential members to promote, refer and cross-sell credit union products and services, schedule appointments, and follow up on inquiries.
• Provide members with general and specific information related to credit union products and services.
• Interview the member regarding their financial needs and present the right products and services as solutions.
• Demonstrate and validate for the member based on their financial needs by suggesting suitable products and services.
• Ensure adherence to quality assurance standards for outbound calls, maintaining high service levels and compliance with security standards.

Community Liaison & SEGs/Partner Companies

• Serve as a liaison for the credit union's existing SEGs and/or Partner Companies, maintaining all facets of the relationship.
• Assist with formal presentations at SEGs and/or Partner Companies to introduce the credit union to employees, answer questions regarding the products and services, and encourage participation.

Be a visible presence in the local community, promoting the credit union by participating in events and activities within business, community, and charitable organizations.

Teller Responsibilities

• Fill in for tellers on an as-needed basis, including during peak periods or in the event of absences or shortages on the teller line.
• Process member transactions, including deposits, withdrawals, transfers, check cashing, and account verifications.
• Assist with handling cash dispensers, ordering cash, and balancing.
• Handle member transactions promptly and efficiently while maintaining a high level of accuracy.
• Achieve optimal transaction handling time, meeting the target while still delivering a superior service experience to members.

Compliance & Security

• Complete Currency Transaction Reports (CTR), Suspicious Activity Reports (SAR), and other regulatory compliance documentation as required.
• Serve as a backup or primary contact for functions such as ordering checks, processing stop payments, ordering and managing Debit Cards, and processing Debit/ATM disputes and fraud claims.
• Alert branch management to any suspicious activity, including fraud, theft, kiting, or forgery.

Accountability & Ownership:

• Take ownership of the member experience by addressing concerns, following through on commitments, and ensuring resolution of any issues.
• Demonstrate a strong sense of accountability by achieving both personal and team objectives, ensuring accountability in meeting daily, weekly, and monthly performance targets.

BSA Compliance

• All employees are required to uphold the credit union's compliance with the Bank Secrecy Act (BSA), anti-money laundering (AML), and other related policies and procedures.
• Complete BSA and OFAC training courses annually as provided by the Training and/or Compliance Departments.
• Maintain comprehensive knowledge of BSA, Customer Identification Program (CIP), USA Patriot Act, Office of Foreign Assets Control (OFAC), Fair Lending, and the Credit Card Act.
• Be aware of unusual or suspicious activity relevant to the department and report accordingly.
• Ensure compliance with all TFCU policies and procedures as they relate to regulatory compliance.

General Duties & Responsibilities

• Ensure that the manager is kept informed of important issues affecting the operations of the credit union.
• Maintain up-to-date and comprehensive knowledge of all credit union products and services, as well as applicable state and federal regulations.
• Maintain a clean, secure, and well-organized work area in accordance with credit union policies and procedures.

Perform other duties as required, with or without accommodation.

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We offer Excellent Benefits such as:

• Medical, Rx, Dental, and Vision Insurance
• Retirement Profit Sharing 401K Plan
• Accident, Cancer and Hospital Indemnity Plan
• Prepaid Legal
• Voluntary Life Insurance
• Pet Discount Program
• Paid Time Off/ 11 Paid Holidays
• Tuition Reimbursement/Student Loan Paydown Program
• And so much more!

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Outstanding interpersonal skills with the ability to interact effectively with members, employees, and external partners.
• Ability to read and interpret documents such as procedure manuals and regulatory guidelines.
• Strong communication skills, both written and verbal, with the ability to prepare and process member transactions accurately and communicate accordingly to member and correspondence.
• Proficiency in basic math (addition, subtraction, multiplication, division, fractions, and decimals).
• Ability to follow detailed instructions and apply sound business judgment in various situations.
• Strong problem-solving skills to handle issues with limited variables in standardized situations.
• Ability to meet deadlines in an organized and timely fashion, managing a high volume of transactions.
• Ability to work independently with minimal supervision, demonstrating initiative and flexibility.
• Willingness to adhere to organizational policies and objectives and participate in teamwork.
• Ability to work in a high-volume, fast-paced environment, managing multiple tasks and responsibilities.
• Ability to ensure minimal to no errors while handling job functions and ensuring transaction accuracy.
• Ability to mitigate fraud and adhere closely to security standards of operation.
• Demonstrated critical thinking skills and the ability to handle complex member issues with professionalism and care.
• Commitment to BSA, AML, and other regulatory compliance standards, ensuring adherence to compliance guidelines.

Education and/or Experience

§ High School Diploma or general education equivalent.

§ A minimum of 3 years of financial services teller experience or 5 years of cash handling and 2 years customer service experience.

§ Strong Knowledge of Credit Union/Banking product offerings, as well as all services, provided preferred.

§ Basic working knowledge of computers (MS Office, Outlook, Word and Excel)

§ Proficient with written and oral communication skills, to include email etiquette.

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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.