Job Overview

Job Summary

Advocate and maintain a positive member experience by greeting members, assisting them with their banking needs and fostering relationships to ensure the members needs are being met.  Be a “Subject Matter Expert” on products related to new accounts, which include all member accounts, electronic delivery channels and loan products handled/maintained in a branch.  Support recommendations around efficiencies, initiatives, and improvements.  Monitor quality control via branch reporting to ensure operational soundness with account opening.  Collaborate with branch team members and other business partners to assist with retention and growth goals and to ensure a superior customer experience.

Essential Functions – Listed below are some of the essential functions to carry out this job.
·        Assist members with member service activities to ensure a positive member experience:

o   Open new accounts, including savings, checking, money markets and certificates.

o   Process member IRA transactions; council members on IRA contributions and distributions.

o   Renew certificate accounts, transfer funds and disburse checks as necessary.

o   Conduct loan interviews, process loan applications, loan closings and fund disbursements

·        Be proficient in all electronic delivery channels offered by the credit union:

o   Online Banking, Mobile Banking, Debit Cards, Mobile Deposit, e-statement, etc.

·        Assist branch team members in learning how to identify member needs by listening to member cues.

·        Assist with team member experience by mentoring and training new team members in the area of member service.

·        Maintain operational soundness of the branch, with emphasis on account opening policies, procedures and documentation.

·        Assist with researching and resolving member issues brought forth by team members at both the branch level or from additional departments and customers.

·        Support and assist other locations and departments as needed.

·        Ensure confidentiality within all areas of responsibility.

·        Act as an ambassador to the company and promote credit union products; including deposit and loan products, online offerings and business services.

·        Adherence with credit union policies that could be amended from time to time.

·        Follow all procedures pertaining to the Credit Union’s policies of BSA, USA Patriot Act, and OFAC.  Attend trainings when available and to keep abreast of all information regarding changes and updates.  Report to Management any acts of disregard to these policies. Successfully complete all company required and job specific training.

·        Perform additional duties as required.

Qualifications, Education Requirements and Preferred Skills
·        High school diploma or equivalent.

·        Previous teller and or financial institution experience a plus.

·        Good relationship skills, ability to work with a variety of team members and customers.

·        Must be organized and detail oriented.

·        Ability to multi-task and prioritize.

·        Good written and verbal communication skills.

·        Proficient with Microsoft Office.

·        Bilingual (Spanish and/or Portuguese) a plus.

Working Conditions

The work environment characteristics described here are representative of those the team member encounters while performing the essential functions of this job.

Physical Demands Efforts

This function requires moderate standing, walking and sitting. Will be sitting while performing computer data entry functions.  Position does not involve climbing or crawling but may on occasion kneel/squat. Requires lifting and moderate carrying of items up to 25 pounds such as a banker’s box. Ability to operate normal office equipment such as, telephone, copy machine, fax, scanner, and computer.

Mental & Visual Demands

Specific vision abilities required by this job include: close vision and ability to adjust focus

Work Environment

This position typically works in an office environment.  Noise is moderate and typical of conversations and office equipment.

Americans with Disabilities Act

First Citizens’ Federal Credit Union complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.  The company will provide reasonable accommodations that do not cause an undue hardship.

Additional Notes
· Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

· This job description is subject to change at any time.

About First Citizens' Federal Credit Union

Do What's Right, Get Better Every Day, Support & Improve Our Community- Our core values serve as the foundation for how we work and how our people grow.

First Citizens’ is dedicated to helping our customers make the right choices about how to manage, borrow and save their money for the future. We employ over 200 full and part-time team members who believe in building strong, long term relationships so they can achieve the customer’s financial goals. We have locations in New Bedford, Raynham, Taunton, Mattapoisett, Wareham, Falmouth, Mashpee, Hyannis, Orleans, Hanover and a lending office in Plymouth, MA.


We are committed to providing the best possible environment for development and goal achievement for all of our team members. Our practice is to treat each team member as an individual while developing a spirit of teamwork; individuals working together to attain a common goal.  We’re looking for people with innovative ideas and a passion for a challenge. We’ve created a workplace in which everyone has the ability to come as you are and seek to bring people of various backgrounds, skills, and experience together. Diversity fuels creativity and enables people to do their best work; and what more could we ask for.