Credit Union Member Service Representative

Summary

Provide excellent customer service to credit union members and Northwestern Mutual employees following the policies and procedures established for the position by management and the credit union board of directors. Maintain accuracy within acceptable levels and protect all personally identifiable information regarding the accounts of the members.

• Provide accurate, prompt and professional service to credit union members and employees of Northwestern Mutual by performing financial transactions, including deposits, withdrawals, account transfers, loan payments, loan advances, credit card advances, check cashing, coin cashing, mail processing, wire transfers, gift and travel card sales, ticket sales, stamp sales and money orders and cashier's check sales.
• Maintain balancing and transaction accuracy within established standards, with demonstrated ability to troubleshoot and resolve out of balance situations.
• Ensure confidentiality of member information, and exercise sound security practices regarding cash on hand.
• Demonstrate knowledge of and adherence to banking regulations, including OFAC and BSA requirements.

• Provide professional and friendly service to members, by answering inquiries and making suggestions regarding credit union products and services.
• Establish memberships, share certificates, and sub accounts, including the creation of appropriate member documents.
• Close sub accounts, memberships and surrender share certificates.
• Research general member inquiries in a timely manner.
• Provide first line support for technology‑based products, including Virtual Branch, Online Bill Payment, e‑Statements, Zelle, A2A Transfers, Mobiliti, Mobile Deposit Capture, Account Create and Web Signatures.
• Assist with basic communication channels by answering phone calls and responding to general member inquiries, ensuring courteous and efficient service delivery, and directing calls to appropriate staff and providing accurate information as needed.

• Contribute to the general operations of the credit union by assuming primary or backup responsibility for various back office tasks, which may include, but is not limited to payroll deduction maintenance, IRA, member email correspondence, filing, ACH transaction processing, debit card report monitoring, ATM balancing and maintenance, debit disputes, assistance with marketing mailings, report monitoring, computer operations, loan operations support, share draft overdrafts, returned check processing, negative balance monitoring, OFAC review, check orders, restaurant deposits, remittance and reconciliation of ticket sales, document imaging, and assistance with credit union events as needed.
• Perform basic end‑of‑night operations, such as recycler reconciliation, replenishment, and routine balancing, instant issue balancing, and coin reconciliation to support daily cash availability and operational accuracy.
• Handle routine debit card maintenance including travel notices, card reorders, reissues, first‑time issuance, and basic transaction research to support member access and account security.
• Perform general routine account maintenance.

• High school diploma or GED and a minimum two years recent experience in customer service with a bank or credit union, including cash handling.
• Excellent verbal and written communication skills required.
• Superior customer service skills, including the ability to analyze complex inquiries or transactions.
• Familiarity and experience with Microsoft Office products, most specifically Word and Excel preferred.
• Position requires the ability to lift 40 lb. coin bags.

Pay Range - Start: $18.74

Pay Range - End: $28.10

Geographic Specific Pay Structure:

Structure 110:

Structure 115:

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.