Member Service Associate (MSA) 1 and 2

Department: Member Services

Reports To: Assistant Branch Manager or Branch Manager

FLSA: Non-exempt

Date last updated: 04-01-2024

Summary Receive and pay out money, and keep records of money and negotiable instruments involved in financial transactions by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Welcome on-site visitors, determine the nature of business and guide visitors to appropriate personnel or help them directly.

Receive checks and cash for deposit in person, via mail or by night deposit. Verify amount and examine checks for endorsements.

Cash checks and complete withdrawals and pays out money after verification of signatures and member balances.

Enter members’ transactions into computer to record transactions and issue computer generated receipts.

Place holds on accounts for uncollected funds.

Order daily supply of cash, and count incoming cash.

Balance currency, coin, and checks in cash drawer at end of shift and compare totaled amounts with data displayed on computer screen.

Explain, promote and sell products or services that will benefit the member.

Research and resolve member inquiries.

Complete transactions for money orders, cash advances, gift cards, savings bonds, cashiers checks, verifications, and loan payments when necessary.

Assist other departments and areas as needed (i.e. filing, scanning, phones, etc.)

Use CDM/Recyclers to assist members in transactions.

Supervisory Responsibilities This job has no supervisory responsibilities. Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Dependability - Responds to requests for service and assistance, follows instructions, responds to management direction, takes responsibility for own actions, commits to doing the best job possible, keeps commitments.

Job Knowledge/Job Fit - Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, Displays understanding of how job relates to others, Uses resources effectively.

Adaptability - Adapts to changes in the work environment, manages competing demands, accepts criticism and feedback, Changes approach or method to best fit the situation.

Communications - Exhibits good listening and comprehension, keeps others adequately informed, selects and uses appropriate communication methods, speaks clearly & persuasively, Writes clearly & informatively. Participates in meetings.

Teamwork - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, Gives and welcomes feedback, contributes to building a positive team spirit, Puts success of team above own interests

Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, monitors own work to ensure quality.

Planning & Organization - Adheres to attendance/punctuality expectations, prioritizes and plans work activities, uses time efficiently, plans for additional resources, integrates changes smoothly, Sets goals and objectives, Works in an organized manner.

Sales and Service (INSPIRE SALES and SERVICE) - Displays courtesy and sensitivity, manages difficult/emotional member situations, meets commitments, focuses on & responds promptly to member needs, solicits member feedback to improve service, explains financial concepts clearly, explains product features & benefits, recommends products to members, and overcomes objections.

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 general education degree (GED) preferred; or three to six months related experience and/or training; or equivalent combination of education and experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to members, clients, and other employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to research data and make accurate decisions.

Computer Skills: To perform this job successfully, an individual should have the ability to use and operate Contact Management systems, 10-key, faxes, copiers, scanning equipment, drive-up equipment, and Internet software (spread sheets and word processing).

Certificates, Licenses, Registrations: Must complete ongoing sales and service training

Other Skills and Abilities

Other Qualifications: Employee must be familiar with credit union robbery preparedness procedures. A MSA1 will be required to complete a pre-determined list of functions and training (see MSA1 training plan in Performance Pro forms) within the first 12 month of hire date.

Physical Demands and Work Environment: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand, walk, sit; use hands to finger, handle, or feel and reach with hands and arms; and talk or hear. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. For employees who are assigned to a retail branch, the employee may be required to regularly stand and the availability to sit for any length of time may be limited. The employee is occasionally required to taste or smell. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus. The employee regularly works near moving mechanical parts. The noise level in the work environment is usually moderate