Member Service Associate
Webster First Federal Credit Union, Spencer, MA, United States
Job Title: Member Service Associate
Location: Spencer, MA (onsite)
Schedule: Scheduled shifts Monday - Saturday to support branch operations
Reports To: Branch Manager
Summary Under the direction of branch management, the Member Service Associate is responsible for delivering exceptional member experience. The Member Service Associate will complete tasks including sales and service activities, maintaining and balancing teller cash drawers, and processing transactions efficiently, professionally, and accurately. The role includes identifying member needs, promoting credit union products and services, supporting proactive activities that drive new business, and making sound teller‑line decisions that uphold WFFCU values and service expectations while adhering to all established policies, procedures, and compliance regulations. This is a full‑time, fully‑benefitted, hourly position of up to 40 hours per week, with occasional overtime offered.
Essential Duties And Responsibilities
Assist with day‑to‑day branch operating policies, procedures, opening and closing, balancing drawers, and assisting members.
Work as a teller on the frontline, assisting members with various account‑related requests and services, such as opening accounts, wire transfers, savings bonds, foreign currency, stop payments, checks, deposit product inquiries and service charges, ATM/debit cards, applications, usage, limits, account transactions and updates, third‑party check verifications, notary public services, and maintaining a cash drawer.
Project a positive and professional attitude, maintain a neat and orderly work area at all times, and address or appropriately escalate any member complaints efficiently and knowledgeably in adherence with WFFCU Member Service Standards and Telephone Etiquette Standards.
Answer member inquiries regarding interest rates, service charges, and account histories, and ask discovery questions to cross‑sell credit union products and services while complying with disclosure requirements, regulations, and consumer privacy policies.
Scan and verify branch checks through Check 21 system.
Escort appropriate WFFCU personnel into the vault and maintain dual controls for safe access, including opening, setting timers, and closing the safe deposit vault (where applicable).
Research and resolve member issues, acting as the liaison between other WFFCU departments.
Research member questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of necessary documents and affidavits.
Promote overall BSA compliance by adhering to all BSA and OFAC regulations specific to job function and by assisting the BSA Department as necessary with any department‑specific items.
Actively promote the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at least annually for information security topics, BSA, and GLBA; annual BSA training will be position specific. Annual training will also include courses on any of the following regulations as they relate to the position described herein: SAFE Act, regulations B, C, D, E, CC, DD, and Z, as well as any training deemed necessary to promote adherence to applicable regulatory requirements.
Perform other job‑related duties as assigned.
Qualifications / Requirements
Ability to complete simple math transactions, including addition, subtraction, multiplication, and division in all units of measure, using whole numbers, common fractions, and decimals.
Ability to read, analyze, and interpret written and oral instruction.
Ability to speak, read, and write English fluently; bilingual candidates are a plus.
Ability to obtain and maintain Notary Public status, if requested.
Excellent communication skills—ability to present information and respond to questions from members of management and credit union members professionally.
Pleasant demeanor—ability to deliver exceptional member service externally and internally, and to work cooperatively with a diverse pool of colleagues and members.
Ability to define problems, collect data, establish facts, and draw valid conclusions while exercising good judgment and knowing when to pull in a supervisor for assistance.
Proficient in computer/software programs, including Microsoft Office.
Ability to appear for work consistently, reliably, and dependably, as scheduled.
Education / Training Experience
High school diploma or equivalent, required; college degree or certification in a relevant field, preferred.
Minimum of three years of experience in a customer service role, including handling cash transactions.
One to three years of bank/credit union experience is preferred.
Physical Demands & Work Environment This role primarily takes place in a professional office environment and involves sedentary work at a desk or teller station, using a computer, and engaging in phone or video conversations. The noise level is generally moderate. Employees may need to sit or stand for extended periods, move about the office, and occasionally lift, push, pull, or carry items up to 20 pounds. Some repetitive motion involving movements of the wrists, hands, and/or fingers. Employees are required to have visual acuity to perform activities such as transcribing, viewing and using a computer, and reading documents, as well as the ability to communicate verbally with colleagues, supervisors, members, and visitors. Reasonable accommodations will be provided as needed.
Pay Range Salary Band 1: $17 – $26 per hour
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Location: Spencer, MA (onsite)
Schedule: Scheduled shifts Monday - Saturday to support branch operations
Reports To: Branch Manager
Summary Under the direction of branch management, the Member Service Associate is responsible for delivering exceptional member experience. The Member Service Associate will complete tasks including sales and service activities, maintaining and balancing teller cash drawers, and processing transactions efficiently, professionally, and accurately. The role includes identifying member needs, promoting credit union products and services, supporting proactive activities that drive new business, and making sound teller‑line decisions that uphold WFFCU values and service expectations while adhering to all established policies, procedures, and compliance regulations. This is a full‑time, fully‑benefitted, hourly position of up to 40 hours per week, with occasional overtime offered.
Essential Duties And Responsibilities
Assist with day‑to‑day branch operating policies, procedures, opening and closing, balancing drawers, and assisting members.
Work as a teller on the frontline, assisting members with various account‑related requests and services, such as opening accounts, wire transfers, savings bonds, foreign currency, stop payments, checks, deposit product inquiries and service charges, ATM/debit cards, applications, usage, limits, account transactions and updates, third‑party check verifications, notary public services, and maintaining a cash drawer.
Project a positive and professional attitude, maintain a neat and orderly work area at all times, and address or appropriately escalate any member complaints efficiently and knowledgeably in adherence with WFFCU Member Service Standards and Telephone Etiquette Standards.
Answer member inquiries regarding interest rates, service charges, and account histories, and ask discovery questions to cross‑sell credit union products and services while complying with disclosure requirements, regulations, and consumer privacy policies.
Scan and verify branch checks through Check 21 system.
Escort appropriate WFFCU personnel into the vault and maintain dual controls for safe access, including opening, setting timers, and closing the safe deposit vault (where applicable).
Research and resolve member issues, acting as the liaison between other WFFCU departments.
Research member questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of necessary documents and affidavits.
Promote overall BSA compliance by adhering to all BSA and OFAC regulations specific to job function and by assisting the BSA Department as necessary with any department‑specific items.
Actively promote the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at least annually for information security topics, BSA, and GLBA; annual BSA training will be position specific. Annual training will also include courses on any of the following regulations as they relate to the position described herein: SAFE Act, regulations B, C, D, E, CC, DD, and Z, as well as any training deemed necessary to promote adherence to applicable regulatory requirements.
Perform other job‑related duties as assigned.
Qualifications / Requirements
Ability to complete simple math transactions, including addition, subtraction, multiplication, and division in all units of measure, using whole numbers, common fractions, and decimals.
Ability to read, analyze, and interpret written and oral instruction.
Ability to speak, read, and write English fluently; bilingual candidates are a plus.
Ability to obtain and maintain Notary Public status, if requested.
Excellent communication skills—ability to present information and respond to questions from members of management and credit union members professionally.
Pleasant demeanor—ability to deliver exceptional member service externally and internally, and to work cooperatively with a diverse pool of colleagues and members.
Ability to define problems, collect data, establish facts, and draw valid conclusions while exercising good judgment and knowing when to pull in a supervisor for assistance.
Proficient in computer/software programs, including Microsoft Office.
Ability to appear for work consistently, reliably, and dependably, as scheduled.
Education / Training Experience
High school diploma or equivalent, required; college degree or certification in a relevant field, preferred.
Minimum of three years of experience in a customer service role, including handling cash transactions.
One to three years of bank/credit union experience is preferred.
Physical Demands & Work Environment This role primarily takes place in a professional office environment and involves sedentary work at a desk or teller station, using a computer, and engaging in phone or video conversations. The noise level is generally moderate. Employees may need to sit or stand for extended periods, move about the office, and occasionally lift, push, pull, or carry items up to 20 pounds. Some repetitive motion involving movements of the wrists, hands, and/or fingers. Employees are required to have visual acuity to perform activities such as transcribing, viewing and using a computer, and reading documents, as well as the ability to communicate verbally with colleagues, supervisors, members, and visitors. Reasonable accommodations will be provided as needed.
Pay Range Salary Band 1: $17 – $26 per hour
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