Member Service Representative

In the role of Member Service Representative (MSR), this individual will deliver consultative service and assistance to credit union members over the phone. Responsibilities include (but are not limited to) resolving member issues, understanding, and addressing financial needs with empathy, and fostering relationships with members to enhance satisfaction. The MSR will also facilitate targeted referrals to internal business partners, contributing to the development of deeper member relationships.

Moreover, the role involves educating members on credit union products, ensuring compliance with policies and regulations, and providing assistance with account maintenance.

• Handle member inquiries of moderate to advanced complexity with a goal of first call resolution and limited escalation by leveraging departmental tools and handling call types such as online banking, loan inquiries, stop payments, debit card issues, credit card inquiries, ACH transactions.
• Provide accurate information about products, services, and promotions.
• Process financial transactions on members’ accounts in an efficient and effective manner.
• Review, qualify, open and close deposit accounts and ATM/debit cards, and submit disputes.
• Process credit card payments, transfers, fees, and all related tasks accurately.
• Decide fee‑refunds within defined relationship parameters and authority thresholds.
• Act as a member advocate and handle difficult conversations with professionalism and courtesy.
• Resolve member’s concerns while ensuring regulatory compliance.
• Stay updated on product knowledge and company policies.

• Minimum:
  High School or Equivalent.
• Preferred: 2 year / Associates Degree in Business, Finance, or Related from an accredited institution.
• Proven customer service experience or relevant work experience.
• Excellent communication skills, both verbal and written.
• Ability to multitask and work in a fast‑paced environment.
• Strong problem‑solving skills and attention to detail.
• Proficient in using call center software and computer applications.
• Flexibility to work various shifts, including weekends.