Member Service Representative

As a Member Service Representative, you are responsible for proactively discovering and meeting the financial needs of members by recommending appropriate solutions. This includes servicing member accounts (both depository and lending), opening depository accounts, handling loan origination, and providing education on Credit Union products and services. You will ensure members receive excellent service at all times, following the Credit Union’s member service model.

Accuracy, consistency and adherence to the Credit Union’s mission are essential.

• Actively profile new and current members and cross-sell appropriate products and services to meet member needs.
• Respond to member inquiries regarding depository and loan account operations, access to services, modifying service features, and assist members to effectively use service offerings.
• Process a variety of transactions for members including loan applications and documents, closing loans, answering questions, and researching the best options for members.
• Actively seek and make lending, investment, business, and mortgage referrals.
• Proactively obtain new memberships by servicing walk‑in members, conducting outbound calls, and scheduling pre‑set appointments for lead‑generating purposes.
• Open new memberships and service existing memberships and accounts.
• Meet established sales, balancing, and member service goals.
• Uphold activities to successfully onboard new members and ensure timely strategic follow‑up and communication.
• Operate computer to accurately post transactions, open, close, and service accounts, process loan requests, access account information, and update member account information.
• Be knowledgeable of branch opening and closing procedures and be able to perform these duties as necessary.
• Accept deposits, perform withdrawals and transfers, cash checks, and make loan payments.
• Sell Travelers checks, cashier’s checks, gift cards, and other products sold at the teller line.
• Perform Visa and Master Card cash advances as well as Line of Credit and Equity loan advances.
• Assist in opening, verifying and posting mail, ATM, and night drop deposits and/or payments.
• Accept current and prior year IRA deposits.
• Follow Credit Union policy when placing check holds and filing Currency Transaction Reports.
• Take responsibility for daily balancing of cash drawer, daily checks, and Traveler checks.
• Approve checks that are within your check authority limits.
• Verify cash shipments as needed.
• Maintain and control inventory of Travelers checks, gift cards, ATM cards, and cashier’s checks as needed.
• Maintain, balance, and fill ATM machines as needed.
• Assist with monthly branch audit checklist and other reports and audits as needed.
• Promote a favorable image of and goodwill for the Credit Union in the community.

The Member Service Representative must fully understand Credit Union products and services and assist members in using these products and services. They must exhibit a cooperative and positive attitude toward members and Credit Union staff and consistently uphold the Credit Union’s Service Expectation Model.

• High School diploma or GED.
• One to three years of related experience and demonstrated ability to function independently.
• Associate’s or Bachelor’s Degree preferred.
• Notary Public (current registration or establishment).
• NMLS Registration (preferred, may be required depending on location).

Ability to read, comprehend, and analyze simple instructions, short correspondence, memos, general business correspondence, technical procedures, and governmental regulations. Ability to write error‑free correspondence and present information effectively in one‑on‑one or small‑group situations to members, potential members, and partners.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.

Ability to solve practical problems and work with a variety of concrete variables in situations with limited standardization.…