About the position

Under the direction of branch management, the Member Service Specialist is responsible for delivering a well-rounded member experience. The Member Service Specialist will complete tasks including, but not limited to, sales and service activities, maintaining and balancing teller cash drawers, and processing transactions efficiently, professionally, and accurately. The Member Service Specialist will uphold the credit union’s quality standards and provide exceptional member service by identifying member needs, promoting credit union products and services, and supporting efforts for proactive activities that develop new business. The Member Service Specialist will make sound, independent decisions and provide leadership on the teller line by troubleshooting questions and giving support to colleagues. The Member Service Specialist will adhere to all established policies, procedures, and compliance regulations. This is a full-time, fully benefitted, hourly position of up to 37.5 hours per week, with occasional overtime offered. Mileage is reimbursed in accordance with current IRS rates and WFFCU policy. There are 2 floating positions available with each serving a different region providing support to: Region 1: Auburn, Worcester, West Boylston, and Fitchburg Region 3: Webster, Douglas, and Whitinsville

Responsibilities

• Assist with day-to-day operating policies, procedures as well as branch opening and closing, balancing drawers, voids, adjustments, and supporting coworkers in assisting members.
• Assist members with various account-related requests and services, such as opening accounts, wire transfers, savings bonds, foreign currency, stop payments, checks, inquiries about deposit products and service charges, ATM/debit cards, ATM proving, applications, usage, and limits, account transactions and updates, third party check verifications, notary public services, maintaining a cash drawer, and working as a teller on the frontline as needed.
• Provide service to members seeking assistance in opening and maintaining business accounts, trusts, IRAs, and cross-selling WFFCU products and services to meet and exceed branch goals.
• Project a positive and professional attitude and maintain a neat and orderly work area at all times; address and/or escalate any member complaints as appropriate efficiently and knowledgeably and 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.
• Count, record, add, and audit currency in cash, cash machines, cash recyclers, ATM machines, and vaults. Manage and order branch cash needs through the CETO 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.
• Assist branch management with various weekly, monthly, quarterly, and periodic audits to ensure security, safety, and compliance with all policies and regulations.
• 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 departmental function-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.

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, required - 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, and exercise good judgment, knowing when to pull in a supervisor for assistance.
• Proficient in computer / software programs, including Microsoft Office.
• Valid, insurable driver's license and reliable transportation to be able to work at various locations around the Worcester region.
• Ability to appear for work, consistently, reliably, and dependably, as scheduled.

Nice-to-haves

• college degree or certification in a relevant field, preferred.

Benefits

• fully benefitted