Float Member Service Associate I

 Overview

Under the direction of the Member Experience Float Supervisor/Member Experience Manager, the Float Member Service Associate, I is responsible for providing exceptional service to our members by addressing their inquiries, resolving issues, processing teller transactions, supporting digital banking, and performing maintenance on member accounts to ensure a positive experience.

This position also plays a key role in lobby engagement, identifying member needs, and making referrals to the appropriate sales or lending staff.

As a float, this role provides coverage across multiple branches, adapts quickly to different branch teams and workflows, and supports consistent St.

Mary’s Bank member experience standards wherever assigned.

This role requires strong interpersonal skills, attention to detail, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

•  Provide coverage for staffing shortages across multiple branches as needed, including same-day or short-notice assignments.

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

•  Process teller transactions accurately and efficiently, including deposits, withdrawals, payments, and cash advances, while balancing a cash drawer in accordance with policy.

•  Support a consistent member experience by modeling St.

Mary’s Bank service behaviors and adapting communication style to meet each branch’s needs while maintaining brand standards.

•  Maintain and update member accounts, ensuring accuracy, confidentiality, and proficiency with routine maintenance tasks within assigned authority.

•  Lead lobby engagement by welcoming members, managing lobby flow, and ensuring members relate to the appropriate employee (service, maintenance, or sales).

•  Provide information and guidance on membership benefits, programs, services, and digital banking tools to support member engagement and branch deposit goals.

•  Promote and assist with digital banking, including online and mobile banking, bill pay, eStatements, remote deposit capture, and other digital tools by educating members, troubleshooting basic issues, and assisting with enrollment.

•  Identify member needs through conversation and observations and make appropriate referrals to sales representatives (MSA II/III, Member Experience Manager, or other business partners) for account opening, loans, and more complex solutions.

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

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

•  Meet established member relationship management standards through onboarding support, outbound service or follow-up calls as assigned, and referrals to other business lines.

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

•  Communicate effectively with the Float...