MSR

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.

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