Member Service Representative

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Salary Range: $19.15 To $21.95 Hourly

A member needs to deposit a paycheck. Another is opening a first checking account or needs help with a debit card. Sometimes it’s a quick transaction. Sometimes it’s a conversation that helps someone make a better decision about their money.

As a Member Service Representative 1 at Air Academy Credit Union, you’ll help members with everyday banking, answer questions, open and maintain accounts, and connect people with solutions that fit their needs.

You don’t need to know everything on day one. If you enjoy working with people, handling cash, learning new systems, and asking good questions, we’ll help you build the knowledge you need to grow.

MSR 1 is a place to build a strong foundation in financial services.

You’ll start by learning the day-to-day work of a branch: helping with transactions, opening and maintaining accounts, understanding AACU’s products and services, and learning how to identify what members need.

As you build your skills and experience, you’ll be better prepared to take on more complex member needs and explore future opportunities within the branch or in other departments across AACU.

• Help members with everyday transactions, including deposits, withdrawals, loan payments, account maintenance, fee refunds, and other cash transactions.
• Open personal accounts, excluding IRA/HSA accounts, and help members understand the products and services available to them.
• Listen to what members are trying to accomplish, answer their questions, and recommend financial products and services that may help.
• Assist with debit card questions, disputes, lost or stolen cards, instant-issue cards, and other common card needs.
• Help members with ACH and wire questions, including stop payments and information about disputes and fraud.
• Build relationships with members by providing thoughtful, respectful service and following through when they need help.
• Work toward individual and branch referral and sales goals while keeping the member’s needs at the center of the conversation.
• Participate in branch and credit union events that connect AACU with local schools, businesses, organizations, and the communities we serve.
• Help keep the branch running smoothly by completing assigned audits, required training, and other operational responsibilities.
• Follow AACU policies and procedures and comply with applicable regulations, including the Bank Secrecy Act.

• You like working with people. You’re comfortable starting conversations, asking questions, and helping someone feel welcome.
• You really listen. You want to understand what someone needs before recommending a solution.
• You’re comfortable handling details. Whether you’re working with cash, opening an account, or researching a question, you care about getting it right.
• You can change gears. A branch can move quickly, and you’re able to shift between different members, questions, and priorities without losing your footing.
• You communicate clearly. You can explain information in a way that makes sense without making things more complicated than they need to be.
• You’re comfortable with goals. You can identify member needs, recommend helpful products and services, and stay accountable for referral and sales expectations.
• People can count on you. You show up prepared, keep learning, and do your part to support members and your teammates.

• High school diploma or general education degree (GED).
• Six months of experience in financial services, customer service, retail or a related field…