Member Services Associate

Job title

Member Service Associate

Reports to

Branch Supervisor

Status

Non-Exempt

Job purpose

Under the direction of the Branch Supervisor and Branch Manager, provides a high level of quality of service to members and provides accuracy in transactions. Performs a variety of member service functions in conformance with established policies and procedures. Adhere to the PICK US culture through exceptional member service during every member interaction. Handles all member transactions with complete discretion and confidentiality.

Duties and responsibilities

Member Service Experience

• Deliver an exceptional member experience every time by :

Greeting members as they enter the branch.

Carefully listen during every member interaction.

Communicating efficiently, showing patience and thorough attentiveness.

Uncovering member's financial needs through meaningful discussion and exploration.

Making educated product and service recommendations based on professional knowledge.

Following up to ensure satisfaction.

Operational Proficiency

Business Acumen and Technical Knowledge

Support "PICK US"

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.

Education and / or Experience

High school diploma, or equivalent required. Some experience in a member service environment preferred, but not required. Has or exhibits desire to develop skills in the banking industry and displays the qualities and attributes necessary to deliver superior member experience.

Competencies

To perform the job successfully, an individual should demonstrate the following additional competencies :

Communication - Speaks clearly and persuasively, is an active listener, seeks clarification when necessary, writes clearly and concisely, participates in meetings.

Teamwork - Exhibits objectivity and openness to others' views, gives and welcomes feedback, and contributes toward an energetic, positive team environment. Works well with others as a member of a team.

Problem Solving / Decision Making - Identifies and resolves problems in a timely manner seeking assistance as necessary, develops alternative solutions, works well in group problem solving situations, uses sound judgement, holds oneself accountable for decisions made.

Working conditions

Physical requirements

Direct reports

N / A