Job Information
GESA CREDIT UNION Sr. Member Service Associate in Kennewick, Washington
Take a leap and join our team!
At Gesa, we believe in the power of our people. Coming from all walks of life, our team members' individual stories and unique experiences are our most valuable asset. But it's how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
*Get to know us: *About - Gesa Credit Union{target="_blank" rel="noreferrer noopener"}
Role Summary:
The Sr. Member Service Associate (MSA) is an experienced, journey level, Member Service Associate that provides exceptional member service as they perform teller transactions, account maintenance, and digital banking assistance for members. The Sr. MSA also uses their experience and in-depth knowledge of Gesa's products, services, policies, procedures, and financial literacy to serve as a mentor that helps train new MSAs. Sr. MSAs can place cash orders, balance vault cash, provide overrides as appropriate, and maintain ATMs. They are also proficient at opening consumer deposit accounts. The Sr. MSA is excellent at deepening member relationships by referring, following up, and contacting members through phone calls and other communication methods.
What You Will Be Doing:
- Provide exceptional member service to all whom we serve.
- Solve problems, take ownership of member concerns, provide prompt resolutions, and follows up as appropriate. Handles more complex and sensitive member concerns.
- Have a core understanding of financial literacy, products, and services and be able to fluidly converse with members.
- Offer appropriate products and/or services to deepen member relationships and refer to other expert team members as appropriate.
- Make outbound telephone calls to members for the purpose of establishing, growing, and cultivating member relationships.
- Ensure branch equipment is always working properly and escalates non-repairable issues to leadership.
- Observe and monitor cash activity to ensure the branch and team members are following established cash limits.
- Able to open consumer deposit accounts and perform consumer account maintenance.
- Process domestic wire requests.
- Review and process overrides/approvals within your authority while minimizing risk.
- Mentor and help train new MSAs.
- Assist leadership with branch certifications, cash drawer audits, cash drawer overages, and OFAC reports.
- Perform transactions and service requests on member accounts in an accurate and timely manner.
- Accurately follow all cash handling procedures and balance cash drawer at the end of every shift.
- Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
- Assist members with Digital Banking enrollment, navigation, resets, and maintenance.
Assist members with routine fraud disputes.
About You:
Professional written and verbal communication.
Make sound decisions that minimiz