Member Service Associate I

St. Mary's Bank•Londonberry, NH

About The Position

Under the direction of the Member Experience Supervisor/Manager, the 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. This role requires strong interpersonal skills, attention to detail, and the ability to work efficiently in a fast-paced environment.

Requirements

High school diploma or equivalent is required.
One year of experience as a customer service representative in either a retail establishment or financial institution in which customer service, referrals, or sales support were a function of the job.
Strong customer service and communication skills.
Proven track record in member or customer service.
Present a professional image to the membership and community.
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, improve member service, and work a flexible schedule to include Saturdays.
Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), banking software applications, and comfort using and supporting digital banking tools.
Ability to remain seated or standing for extended periods while performing job tasks.
Occasional lifting and carrying materials weighing up to 30 pounds.
Frequent use of hands and fingers to operate office equipment, including computers, phones, and keyboards.

Nice To Haves

Cash-handling experience preferred.

Responsibilities

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.
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 are connected with 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 a seamless member service experience.