Member Service & Sales Representative (Teller)

About the Role

Mountain America Credit Union is seeking a Member Service & Sales Representative (Teller) to join their team. This role focuses on creating exceptional service experiences for members, applying sales philosophy, and helping members achieve their financial goals.

Location

Boise 3rd Street Branch

393 S 3rd St Boise, ID 83702

Schedule

• Full Time
• Monday – Friday 8:40am – 6:15pm
• Saturdays 8:40am – 2:15pm

Day off during the week when a Saturday is worked

Compensation & Benefits

• Starting competitive pay of $17.50 per hour, with potential increase based on experience.
• Performance reviews with opportunities to increase compensation.
• Excellent medical and dental benefits with minimal employee contribution (for full-time employees).
• Paid time off, volunteer time off, and paid holidays.
• Matching 401K.
• Tuition assistance.
• Professional development.

Key Responsibilities

• Provides exceptional member service by assessing member needs, advising, and assisting with transactions.
• Opens new accounts, services existing accounts, and explains products and services.
• Recognizes member needs and educates on options for managing financial transactions using MACU tools, resources, and technology.
• Cross-sells products and services based on identified needs through a consultation approach.
• Focuses on increasing member satisfaction and account retention.
• Expected to meet sales and service goals.
• Uses lead lists for outbound calls to provide additional consultation on MACU products and services.
• Resolves member problems by clarifying complaints, determining causes, providing solutions, and following up to ensure resolution.
• Follows up with member interactions using the MACU New Member Onboarding approach.
• Maintains cash drawer.
• Initiates wire transfers, cashiers checks, and cash advances.
• Creates VISA cards.
• Opens and processes IRA transactions, certificates of deposit, and redeem savings bonds.
• Uses judgment to place appropriate check holds and issue fee reversals.
• Assists fraud victims by processing fraud disputes.
• Accurately and efficiently processes transactions in accordance with established policies and procedures.
• Assists in branch opening and closing procedures.
• Responsible for Branch Security (vault combinations, security codes, member information).
• Represents the credit union professionally in dress and actions.
• Keeps work area neat and clean.
• Responds to communications in a timely manner.
• Actively participates and completes product knowledge courses.
• Complies with all regulations.
• Performs other duties as assigned.

Requirements & Tech Stack

• Proficient computer operating skills.
• Understanding of Microsoft Office Suite (Outlook, Word, Excel).
• Thorough knowledge of credit union policies, procedures, and regulations.
• Ability to identify lending opportunities and make recommendations.
• Ability to cross-sell financial services.
• Ability to perform financial calculations.
• Ability to communicate effectively and persuasively using written and verbal communication.

Qualifications

• At least six months of customer service experience.
• Industry experience is preferred.
• High school diploma or equivalent.
• A valid driver’s license is required.
• Bilingual (Spanish/English) is preferred but not required.

To Be Completed During the First 90 Days

• MSR onboarding:
• Branch Foundations
• Teller Branch Checklist
• Products & Services
• Teller Follow-up Training

Physical Abilities / Working Conditions

• Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently.
• Ability to stand, walk, kneel, and crouch occasionally.
• Close vision (clear vision at 20 inches or less).
• Distance Vision (clear vision at 20 feet or more).
• Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.
• Moderate noise environment.