Member Service & Sales Representative (Teller)

About the Role

At Mountain America, we create exceptional service experiences with every member, every time. We provide life-changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America.

Job Description

• 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

Key Responsibilities

• Member Focus:
• Provides exceptional member service by assessing member needs, advising to meet needs, and assisting with transactions.
• Opens new accounts, services existing accounts, and explains products and services.
• Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, and technology.
• Cross-sells products and services as needs arise through a consultation approach.
• Focuses on increasing member satisfaction and account retention.
• Expected to meet sales and service goals.
• Uses lead lists to make outbound calls to existing membership for consultation on MACU products and services.
• Resolves problems by clarifying member complaints, determining causes, providing solutions, expediting corrections, and following up.
• Follows up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach.
• Branch Operations:
• Maintains cash drawer.
• Initiates wire transfers, cashiers checks, and cash advances.
• Creates VISA cards.
• Opens and processes IRA transactions, certificates of deposit, and redeems 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 the opening and closing procedures of the branch.
• Responsible for Branch Security, including vault combinations, security codes, and member information.
• Other Responsibilities:
• Represents the credit union professionally in dress and actions.
• Keeps work area neat and clean.
• Responds to email/voicemail/missed calls/other communication in a timely manner.
• Actively participates and completes product knowledge courses.
• Travel may be required.
• Complies with all regulations as required by law.
• Performs other duties as assigned.

Requirements & Tech Stack

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

Qualifications

• Experience:
• At least six months of customer service experience.
• Industry Experience Preferred.
• Education:
• High school diploma or equivalent.
• Licenses, Certificates, Registrations, Trainings:
• A valid driver’s license is required.
• To Be Completed During The First 90 Days:
• MSR onboarding through:
• Branch Foundations
• Teller Branch Checklist
• Products & Services
• Teller Follow-up Training
• Physical Abilities / Working Conditions:
• Physical Demands: 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.
• Vision Requirements: Close vision (clear vision at 20 inches or less), Distance Vision (clear vision at 20 feet or more).
• Weight Lifted or Force Exerted: Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.
• Noise Environment: Moderate noise (business office with computers and printers, light traffic).

Compensation

• Starting competitive pay of $17.50 per hour and can increase depending on experience, plus incentives.
• Performance reviews with opportunities to increase compensation.

Benefits (Full-time Employees)

• Excellent medical and dental benefits with minimal employee contribution.
• Paid time off, volunteer time off, and paid holidays.
• Matching 401K.
• Tuition assistance.
• Professional development.
• And more!