Member Service Representative – Hoover Branch

The Member Service Representative (MSR) is an individual contributor responsible for supporting branch performance by delivering high-quality member service and accurately processing financial transactions. This role serves as a primary point of contact for members and is expected to build relationships, identify member needs, and recommend appropriate credit union products and services.

The MSR performs a wide range of transactional and service functions across multiple channels (in-person, telephone, and mail) while ensuring compliance with established policies, procedures, and regulatory requirements. This position reports to the Branch Supervisor and does not have direct supervisory responsibilities.
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* Key Responsibilities:

*** Serve as a primary point of contact for members, delivering prompt, professional, and courteous service
* Accurately process a variety of financial transactions, including deposits, withdrawals, transfers, and loan payments, while managing and balancing a cash drawer daily
* Handle large cash volumes with a high degree of accuracy and accountability
* Process checks presented for payment and exercise sound judgment in applying holds to mitigate risk of loss
* Engage members in need-based conversations to identify opportunities and meet or exceed referral and product sales goals
* Prepare, review, and ensure completion of required documentation for new membership, checking, CDs, and other products and services
* Resolve member inquiries and concerns effectively; escalate complex issues to appropriate personnel as needed
* Assist with training and supporting new tellers by demonstrating procedures, ensuring accuracy, and reinforcing service and compliance standards
* Adhere to all credit union policies, procedures, and regulatory requirements to minimize fraud and operational risk
* Identify suspicious activity and support compliance with BSA requirements, including recognizing and escalating CTR and SAR scenarios
* Assist members with general debit and credit card servicing needs
* Complete daily balancing and end-of-day reporting processes independently and accurately
* Collaborate with branch staff to support overall branch operations and performance
* Perform additional duties as assigned
** Essential Qualifications and

Competencies:

*** High school diploma or equivalent required; some college coursework preferred
* Minimum 6 months of satisfactory prior cash handling and/or customer service experience required
* Satisfactory completion of Southern Energy Credit Union MSR I Career Progression or equivalent experience required
* Professional, well-developed, interpersonal skills, with ability to build relationships and deliver exceptions member service
* Demonstrated ability to resolve discrepancies, research issues, and exercise sound judgment independently
* High attention to detail and accuracy in transaction processing and documentation
* Ability to clearly communicate detailed information, instructions, and solutions to members and team members
* Working knowledge of financial products, services, and basic regulatory requirements preferred