Universal Member Service Representative

POSITION PURPOSE Branch Operations serves as the primary connection between the credit union and the members we serve. Through meaningful conversations, trusted relationships, financial guidance, and exceptional service, the team helps members achieve their goals while delivering a hospitality-driven experience at every interaction. By combining relationship development, operational excellence, and a commitment to continuous learning, the Branch Team strengthens member trust, deepens relationships, and supports the long-term success of both our members and the credit union.

The Universal Member Service Representative I serves as a key member of the branch team, driving a service-driven, hospitality-focused member experience within the branch network. This role proactively engages new and existing members to build meaningful, consultative relationships, explore financial needs, and provide solutions-oriented support to help members achieve their financial goals. By balancing exceptional service delivery, operational accuracy, and readiness, the Universal MSR I helps create trust, strengthen relationships, and ensures members receive consistent, high-quality experience across all interaction channels.

ESSENTIAL FUNCTIONS AND BASIC DUTIES SERVICE:

Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.

RESPONSIBILITIES:

MEMBER EXPERIENCE Consistently demonstrates a commitment to principles of equity and belonging by modeling inclusive behaviors and supporting JHFCUs diverse employee base and membership.

Serves as a welcoming presence in the branch, driving lobby management by greeting members and guests promptly, managing lobby flow, and guiding them to appropriate resources or remote channels.

Adopts a member-first mindset, prioritizing consultative conversations, active listening, and relationship building to deliver thoughtful, personalized solutions.

Delivers a consistent, high-quality member experience regardless of transaction type or interaction channel (in-person, phone, video, or digital).Takes immediate ownership of member inquiries and concerns, resolving issues with care, transparency, and follow-through, while knowing when to escalate complex situations to management.

RELATIONSHIP DEVELOPMENT & GROWTH Actively builds, deepens, and sustains member relationships by educating members on credit union products, services, and available resources.

Conducts effective, needs-based financial conversations to uncover member goals and recommend appropriate solutions that support long-term member value.

Fosters member, deposit, and lending growth through consultative interactions and proactive member engagement initiatives (including CU2U efforts).Originates consumer loan applications, educates members on loan products, and guides them through the process while managing expectations and status updates.

Collaborates cross-functionally with specialized partners (e.g., investment services, mortgage, financial coaching) to ensure timely referrals and seamless, coordinated member support.

FINANCIAL COACHING Supports the execution and integration of the credit union’s financial coaching program within the branch.

Completes the intake process and conducts initial pre-coaching reviews (credit report overview, budget review, and goal setting) for members interested in or referred to the program, facilitating smooth warm handoffs to designated financial coaches.

OPERATIONAL ALIGNMENT &…