Part Time Member Service Specialist - Boston Massachusetts

Company: Mass Bay Credit Union
Location: Boston, Massachusetts
Posted On: 01/24/2025

Choosing Mass Bay Credit Union means choosing to be part of a community that cares about each other and about you.Job PurposeUnder the direction of the Branch Supervisor and Branch Manager, provides a high level of quality service to members and accuracy in transactions. Performs a variety of member service functions in conformance with established policies and procedures. Adheres to the PICK US culture through exceptional member service during every member interaction. Handles all member transactions with complete discretion and confidentiality.Duties and ResponsibilitiesMember Experience

• Deliver an exceptional member experience every time by:
• Greeting members as they enter the branch.
• Carefully listening during every member interaction.
• Uncovering their financial needs through meaningful discussion and exploration.
• Making educated product and service recommendations based on professional knowledge.
• Providing financial solutions that meet the member's needs.
• Following up to ensure satisfaction.Operational Proficiency
  • Able to quickly learn and adhere to all policies and procedures related to branch operations, including check cashing, deposit taking, cash drawer and branch settlement, online banking navigation, debit card issuance, cancellation and dispute commencement, branch opening and closing, audit requirements, BSA compliance requirements, vault and ATM/ITM administration, and other functions.
  • Processing teller transactions, opening accounts for all account types, including business/organizations, IRAs, Trusts, Estates, and submitting and processing loan applications.
  • Updating member contact information, providing members with share and loan rates, processing stop payments, ordering checks, and providing members with share, loan, and account information.
  • Providing teller transaction overrides and guidance to employees in Member Service Associate positions during complex member interactions.
  • Understanding the importance of opening, closing, and balancing a branch accurately.
  • Ability to follow and assist team members with the Security Program policy.Business Acumen and Technical Knowledge
    • Able to quickly learn all functionalities and related benefits of the products and services offered by the Credit Union.
    • Determine the necessary documents and information required to open business, trust, and estate accounts, then communicate efficiently to members.
    • Demonstrate the ability to build relationships and alliances with members and colleagues.
    • Flexible with the willingness and ability to adapt to change.
    • Able to demonstrate a high level of proficiency with Mass Bay Credit Union's digital technology offerings.
    • Proficient with mobile smartphones and downloading applications, including basics of texting, email, and application management.
    • Proficient with desktop applications such as MS Office (Excel, Word, PowerPoint, Outlook).
    • Proficient using the Internet (mobile and desktop) to search for and locate information.
    • Eager to embrace new and emerging technologies.Support "Pick US"
      • Identify growth opportunities, deepen existing relationships, and grow Mass Bay Credit Union's market share in the communities it serves.
      • In collaboration with branch management and internal business partners, uncover needs and make referrals to cross-sell products and services.
      • Engage in defined growth activities, including uncovering member needs, offering solutions, closing the business, onboarding, follow-up, outbound calling, and recording each point of customer contact in the Credit Union's system of record.
      • Participate in team meetings, contribute toward branch growth expectations, engage in Credit Union campaigns, and celebrate team successes.
      • May attend onsite visits to Mass Bay Credit Union SEG partner locations to discuss offerings to their employees.QualificationsTo 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 ExperienceHigh school diploma or equivalent required. Three to five years' experience in a member service or banking environment. This position may be a 'key-holder' and as such, opening/closing the branch as schedules dictate. In the absence of a manager or supervisor, serves as the 'manager on duty'. Demonstrates leadership abilities, uses sound judgement in decision-making, and serves as a coach for staff members in a Member Service Associate role. Proven success in delivering a superior experience in a member-centric environment.CompetenciesTo 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.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
        • Works mostly with a desk and chair.
        • At times will need to stand at the teller transaction area and office lobby.
        • Traveling to other branch locations may be required.Physical Requirements
          • Ability to lift and carry objects up to 25 pounds.
          • Ability to use a keyboard, monitor, and other standard office equipment.Direct ReportsN/AThis job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.
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