Branch Member Service Associate - Rockville, MD

About the role

As a Branch Member Service Associate you will deliver exceptional customer service in our branches while successfully promoting and selling NASA FCU products and services. You must possess proven customer service skills; strong verbal communication; and above all, a desire to help others.

The Branch Member Service Associate position is a tiered position with formal training modules - YOU control your career advancement as you learn and execute new skills. In addition to a solid compensation package, there is also a generous benefits opportunity. This role will require travel to other locations on an as needed basis. You must have reliable transportation. At least one year of Cash Handling experience required.

Salary

• Branch MSA I: $21 - $22
• Branch MSA II: $23 - $24.50
• Branch MSA III: $26 - $27.50

Work Schedule: All MSAs are scheduled to work a minimum of two Saturdays per month including MSAs assigned to branches without Saturday hours. The typical work week is approximately 40 hours. MSAs must be available between the hours of 7:30 am and 5:30 pm Monday - Thursday, 7:30 am and 6:30 pm Friday and 8:30 am and 1:30 pm on Saturday. Specific shifts will be scheduled based on branch location operating hours

Required New Hire Training: Training is conducted at our Corporate Office in Upper Marlboro, MD, Monday through Friday from 8:00 AM to 5:00 PM. The program lasts approximately four (4) weeks and is designed to provide the knowledge, skills, and hands-on experience needed for success in the role.

Job Duties and Responsibilities

• Empathizes with members and provides solutions to make it easy for members to acquire and effectively use NASA FCU products and services.
• Identifies member needs to provide solutions on products that meet the member's needs and facilitate the member's financial security.
• Responds to member inquiries regarding the operation of accounts, interest rates on savings and loan products, account discrepancies, credit, debit and ATM cards and loan applications.
• Processes a variety of financial transactions on member accounts including deposits, withdrawals, funds transfers loan payments, check orders, share certificates, ACH/payroll/direct deposit, dire transfers, and stop payment set up and changes.
• Handles complex member situations such as deceased member, guardianships, and representative payee accounts.
• Handles consumer loan application processing, document collection, and disbursements.
• Advises members regarding available insurance protection (life, disability, gap, etc.).
• All MSAs may be temporarily assigned to other branches or departments (Call Center) to meet the business needs of the Credit Union.
• All MSAs may be assigned duties to support other areas in the Credit Union.
• All MSAs are expected to support the Call Center queues (phone and email).

Education and Experience

Member Service Associate I

• High school diploma or general education degree (GED)
• A minimum of one year of customer service experience with cash handling or Bank/Credit Union/financial Call Center knowledge/experience with financial products

Member Service Associate II

• Bank/Credit Union experience with at least 6-months of opening Personal Accounts such as savings, checking, CDs, Money Market.
• Experience with Specialty Accounts such as Trusts, Power of Attorney, Custodial Accounts, Guardianship Accounts, Estate, and Foreign Accounts. Experience with sales/cross-selling.

Member Service Associate III

• Bank/Credit Union experience with Broad and Advanced financial products such as Life and Disability Insurance, Gap Insurance.
• Advanced Accounts experience required such as HSA, IRA, and Business accounts, Loan Processing, counseling experience.
• Advanced sales/cross-selling experience.

Our generous benefit package includes

Nasa

• Federal Credit Union offers an array of benefits including comprehensive healthcare, 401(k), paid leave, and more.
• +Insurance coverage begins the 1st day of the month, following 30 days after hire date.
• *100% Credit Union-Paid

• Health Insurance (Choice of two nationwide PPO plans)
• High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible) +*
• Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible) +
• Dental Insurance: Generous employer contribution toward premium+
• Vision Insurance: Generous employer contribution toward premium+
• Long-term Disability Insurance+*
• Flexible Spending Medical Account (FSA)+
• Flexible Spending Dependent Care Account+
• Health Savings Account (HSA)+
• Voluntary Supplemental Life Insurance+
• Voluntary Dependent Life Insurance+
• Voluntary Short-term Disability Insurance+
• 401(k) with employer match up to 6% and immediate 100% vesting
• Gain Sharing Bonus (eligibility rules apply) *
• Life Insurance/AD&D+*
• Vacation Leave (excluding Outside Loan Officers)
• Sick and Safe Leave
• 11 Paid Holidays
• Education Assistance
• Employee Referral Bonus*
• Credit Union Membership Eligible
• Employee Assistance Program+*
• Identity Theft Protection (Additional fee to add family members) +*
• Pet Health Insurance
• Employee Discount Program

All benefits are based on meeting NASA Federal Credit Union's eligibility requirements and the carrier's terms and conditions.

We're Stronger Together

• At NASA Federal Credit Union, we strive to ensure a culture of collaboration, inclusion, and opportunity where everyone can feel valued, appreciated, and respected.
• We commit to recruit and retain a diverse team with the best talents to live our vision, mission, and values.
• We recognize that respecting different perspectives and experiences makes us stronger together.

Posted 10/29/2026