Member Service Representative Float

Primary Function

PRIMARY FUNCTION: This position proactively discovers and meets the financial needs of members through recommending solutions to fulfill those needs. It services member accounts (both depository and lending), opens depository accounts, executes loan origination, and provides education about Credit Union products and services. The member service representative ensures excellent service at all times, following the Credit Union’s member service model. Work is performed accurately and consistently with the Credit Union’s mission.

The representative contributes to branch sales and service goals and floats to other branch locations as needed, based on business requirements and direction from Branch Manager, Director of Retail Banking, and Chief Retail Officer.

• Actively profile new and current members and cross‑sell appropriate products and services.
• Respond to member inquiries regarding depository and loan accounts, service features and general assistance.
• Process loan applications and documents, close loans, and research optimal solutions for members.
• Obtain new memberships by servicing walk‑in members, conducting outbound calls, and scheduling appointments for lead generation.
• Operate computer systems to post transactions, open, close, and service accounts, process loan requests, and update member information.
• Apply branch opening and closing procedures as directed.
• Accept deposits, perform withdrawals and transfers, cash checks, and accept loan payments.
• Sell travelers' checks, cashier’s checks, gift cards, and other teller line products.
• Perform Visa and Master Card cash advances and line‑of‑credit or 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 for check holds and Currency Transaction Report filing.
• Daily balance cash drawer, checks, and travelers’ checks.
• Approve checks within check‑authority limits.
• Verify cash shipments as needed.
• Maintain inventory of travelers’ checks, gift cards, ATM cards, and cashier’s checks.
• Maintain, balance, and refill ATM machines as required.
• Assist with monthly branch audit checklists and other reports and audits.
• Promote a favorable image of the Credit Union in the community.
• Assist with staffing at all branches as needed, reporting to the branch manager of the location being staffed.
• Seek and make lending, investment, business, and mortgage referrals.
• Open new memberships and service existing memberships and accounts.
• Meet established sales, balancing, and member service goals.
• Ensure timely strategic follow‑up and communication during member onboarding.

To perform this job successfully, the member service representative must fully understand Credit Union products and services and assist members using them. A cooperative and positive attitude toward members and Credit Union staff is required, and the representative must consistently uphold the Credit Union’s Service Expectation Model.

Qualified applicants must possess a high school diploma or general education degree (GED). One to three years of related experience and the ability to function independently are required. Associates or Bachelor’s Degree is preferred. Notary Public registration and NMLS registration (preferred, location dependent) are also requested.

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

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

Capability to solve practical problems with a variety of concrete variables when limited standardization exists. Ability to interpret instructions in written, oral, diagrammatic, or schedule form.

Proficiency in…