Member Service Associate Job

Provide service excellence to UNFCU membership promptly and courteously within established guidelines, most often facilitated through building effective relationships and diligent problem solving. Performs a variety of duties pertaining to the resolution of member inquiries, dissemination of information, and coordinating overall facilitation of member satisfaction through interactions with other branch staff. Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

This position is onsite.

NYC Salary Range - $50,240 - 52,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Utilize the service excellence model to provide a memorable member experience with each interaction.
• Meet, greet, and direct members; coordinate and arrange appointments with other branch staff.
• Respond to routine account inquiries and assist members in the completion of forms and applications.
• Process routine transactions and requests in accordance with compliance regulations, i.e. stop payments, balance letters, checkbook and photocopy orders, enrollment in eStatements and Audio Response and PIN changes.
• Post and deliver outgoing US mail and interoffice mail items and prepare checkbooks for pouch delivery; receive deliveries to branch.
• Scan all documents generated by member service activities.
• Respond to telephone calls directed to the reception desk.
• Maintain confidentiality of all member account information.
• Maintain branch operational logs for GCS instant issues, incoming credit cards from GCS and branch opening/closing logs.
• Participate in Credit Union training programs.
• Support the branch with processing of transactions, including but not limited to deposits, withdrawals, transfers, share drafts, money orders, cashing of checks, loan payments and foreign currency transactions (buy and sell foreign currency), while maintaining confidentiality of members’ accounts and ensuring the security of all cash in accordance with credit union procedures.
• Perform additional responsibilities as assigned.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:

• Maintain awareness of and report suspicious activity
• Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs)
• Complete annual BSA/AML/OFAC training

• High School Diploma or equivalent
• 1-2 years customer service experience