Member Relationship Representative III (onsite in Worcester, MA)

The Member Relationship Representative III leads the operational standards of the branch. Additionally, the Member Relationship Representative III leads by example and coaches the team on operational excellence, member experience, having needs-based conversations, and offering financial solutions to meet our members’ needs.

Performs functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to members served by All One Credit Union.

1. Oversees branch operations, including but not limited to cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, member privacy and employee safety and performance of all operational duties.
2. Works alongside the management team to coach and mentor branch staff to achieve goals and develop their abilities and potential; provides ongoing training and motivation to the team.
3. Consistently executes appropriate behaviors aligned with the credit union's values and member service standards to deliver an exceptional member experience in the branch.
4. Proactively reaches out to members to deepen relationships through needs-based conversations.
5. Demonstrates exceptional knowledge of the credit union’s products and services. Recommends appropriate solutions to meet member needs. When needed, consults with and/or makes referrals to product specialists who can assist in meeting specific member needs such as wealth management, IRAs, real estate and commercial lending, etc.
6. Completes all member requests including, but not limited to, onboarding new members, opening new accounts, personal, car and equity loan applications and closings, mortgage applications, servicing requests, and routine bank transactions (deposits, withdrawals, check cashing, loan payments, etc.).
7. Supervises teller balancing. Ensures all cash is accounted for and team adheres to the Teller Balancing Policy. Verifies cash drawers when necessary and corrects teller errors.
8. Manages the branch operational tasks such as audits, cash settlements, daily recap, ATMs, cash recyclers, coin machine, vaults, as well as daily, weekly, and monthly reports.
9. Orders, verifies and distributes cash shipments.
10. In conjunction with Branch Manager and Assistant Branch Manager, ensures all security equipment is in proper working order. Opens and closes the branch to ensure systems are set properly. Responds to alarms as required.
11. Administers supervisor overrides for restricted transactions appropriately and within assigned limits to approve and take responsibility for the transactions.
12. Continuously increases knowledge and skills through self-motivation, formal education, seminars, and in-house training.
13. Achieves all assigned member service and sales goals.
14. Adheres to all policies and procedures. Responsible for compliance with the following regulations: BSA, OFAC, and other regulations as required.
15. Acts as a third in charge/supervisor in the branch. Supports Branch Manager and Assistant Manager with coaching and training branch employees and new hires.
16. Participates in assigned projects or committees within the credit union.
17. Places and logs service calls for transactional equipment. Initiates tickets with IT to report system issues and relays information as needed. Oversees reentry of items as needed.

Work-Life Balance, Benefits & Compensation:

High school diploma or equivalent. At least three years of banking experience with teller and member service responsibilities along with demonstrated supervisory skills. Must have strong knowledge of banking products, services and branch operations. Excellent member service delivery along with strong organizational, communication and interpersonal skills. Must be a great problem solver, proactive in solving member issues and comfortable with technology. Must have a working knowledge of Microsoft Outlook, Word and Excel. Ability to work a rotating schedule of Monday through Saturday. Must be registered with NMLS.

Employees are expected to embody All One Credit Union’s core values in all interactions, fostering partnerships, trust, and community both internally and externally. This commitment supports a culture of inclusion and drives the achievement of All One’s goals.

All One Credit Union is an Equal Opportunity Employer - Vets/Disabled.