Job Title: Branch Member Service Representative I / II 

Reports to: Branch Manager 

Career Stream: Individual Contributor

Work Classification: On-site

Work Location: Athol, MA

About the Role

Are you passionate about helping others and delivering exceptional service? As a Branch Member Service Representative (BMSR), you’ll play a key role in creating a positive, welcoming experience for our members. You’ll build relationships, process financial transactions accurately, educate members on products and services, and support branch goals through excellent service.

This position may be filled at either the BMSR I or BMSR II level, based on experience and qualifications.

• BMSR I is ideal for candidates new to banking—prior banking experience is not required.
• BMSR II is for experienced branch professionals who can support more complex member needs, including account opening and lending.

Work Schedule & Location

This is a full‑time position (40 hours per week) based at our Athol Branch. Schedules are coordinated collaboratively with the branch team to ensure smooth operations and consistent member service. Flexibility is important, as schedules may vary and occasional travel to nearby branches may be needed.

Athol Branch Hours:

• Monday – Wednesday: 8:00 AM – 5:00 PM
• Thursday: 8:00 AM – 6:00 PM
• Friday: 8:00 AM – 5:00 PM
• Saturday: 8:00 AM – 1:00 PM

Branch team members typically arrive 15–30 minutes before opening and remain 15–30 minutes after closing to support daily preparation and end‑of‑day activities. Saturday availability is part of the role, with coverage shared across the team.

What You’ll Do (All Levels)

• Deliver exceptional member service by addressing questions, issues, and concerns promptly and professionally
• Accurately process teller transactions, including deposits, withdrawals, loan payments, check cashing, and balancing
• Build positive member relationships and identify opportunities to support members’ financial needs
• Refer members to internal partners for additional services such as mortgages, investments, insurance, and small business support
• Participate in branch sales and service initiatives to support branch goals
• Serve as lobby lead as scheduled to ensure a welcoming and efficient member experience

Additional Responsibilities – BMSR II

• Open and service all types of deposit and loan accounts
• Originate consumer loan applications (e.g., auto, personal, debt consolidation)
• Support more complex transactions and account needs

Qualifications

Education

• High School diploma or equivalent required

Experience

• BMSR I:
  • Prior banking experience not required
  • Customer service or cash‑handling experience required. 
• BMSR II:
  • Minimum of one year of branch banking experience required

Licensing (BMSR II Only)

• Ability to register with and maintain active status in the National Mortgage Licensing System (NMLS)

Compensation:

BMSR I Pay Grade & Range: 6NE; $ $20.06 - $25.07

BMSR II Pay Grade & Range: 7NE; $21.88 - $27.35

Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Benefits:

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year 
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program 
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.