Float Member Service Associate

Key Responsibilities

·         Provide coverage for staff shortages across multiple branches as needed.

·         Greet and assist members with their inquiries and concerns via phone, email, and in-person interactions.

·         Maintain and update member accounts, ensuring accuracy and confidentiality.

·         Identify and resolve member issues promptly and effectively, escalating when necessary.

·         Provide information and guidance on membership benefits, programs, and services available in order to meet branch deposit and loan goals.

·         Handle and process member transactions accurately and efficiently.

·         Maintain thorough and accurate records of member interactions and transactions.

·         Meet established member relationship management standards through onboarding programs, outbound sales calls and referrals to other business lines.

·         Work closely with team members and other departments to ensure seamless member service experience.

Core Skill Competencies

·         Communication: Clear and effective communication skills, both written and verbal.

·         Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.

·         Problem-Solving: Ability to identify issues, think critically, and develop effective solutions.

·         Mathematical Skills: Basic math skills to handle cash transactions, balance cash drawers, and perform calculations.

·         Attention to Detail: High level of accuracy and thoroughness in all tasks and documentation.

·         Time Management: Efficiently manage time and prioritize tasks to meet deadlines and service standards.

·         Teamwork: Ability to work collaboratively with others, to achieve common goals and improve member service and work a flexible schedule to include Saturdays.

·         Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.

Physical Demands

·         Ability to remain seated or standing for extended periods while performing job tasks.

·         Occasional lifting and carrying materials weighing up to 50 pounds.

·         Frequent use of hands and fingers to operate office equipment, including computers, phones, and keyboards.

·         Travel is required.

Qualifications

·         High school diploma or equivalent is required.

·         One to two years’ experience as a customer service representative in either a retail establishment or financial institution in which sales were a function of the job.

·         Demonstrated success in sales in a financial organization as well as knowledge of deposit and loan products is required.

·         Proven track record in member service.
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