Member Service Representative- Jack Daniel's Credit Union

This role serves as a key liaison between the credit union and its members, delivering exceptional service and support both in person and over the phone. The Member Service Representative provides information on accounts, products, and services; opens new accounts; conducts member interviews; and assists with a variety of daily transactions and financial service needs. This position may also provide leadership and guidance to other Member Service Representatives.

In addition, the role offers administrative and operational support to the Chief Operations Officer (COO) and Member Service Representative Supervisor by maintaining organized records and filing systems, assisting with departmental projects, coordinating credit union events, and helping create a professional, welcoming office environment. The ideal candidate promotes teamwork through office organization, facility upkeep, and special projects that contribute to the overall success and member-focused culture of the credit union.

• Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions. Greet and welcome members and visitors to the credit union in a professional manner.
• Provide in-person and telephonic general and specific service-related information concerning credit union products or policies.
• Respond to members’ requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person for specific information and assistance.
• Open new accounts and service existing accounts. Set up new account files and provide members with all necessary information for membership. Research member issues with Internet Banking while using secure measures to protect member information.
• Place check orders and issue ATM/Debit cards. Research pending card transactions and other inquiries of a member using the secure website.
• Receive share drafts/checks and cash for deposits and withdrawals to accounts. Verify amounts, examine share drafts/checks for proper endorsement and accurately. Enter deposits into computer records.
• Handle requests from members for transfers of share to loan payments, share withdrawals, checks requests, CD transactions, line of credit advances and any other requests received from members. Assist members in opening IRA’s, Roth, Health Savings Accounts, and Share certificates and answer general questions. Process share certificate renewals.
• Performs daily activities associated with the Credit Union, including but not limited to:
  Balance cash drawer at end of the shift. Research and resolve discrepancies. Report any discrepancies to the manager/supervisor, as necessary. Run merchant capture (end of day processing). Cross-sell credit union services to include safe deposit boxes, credit/debit cards, overdraft loans, online banking, or other promotional products where available. Perform other miscellaneous duties as assigned.

High School/GED/Secondary School

Minimum of 1 year working at a financial institution or cash handling experience.

Previous customer service experience and confidentiality.

Within first 90 Days of employment:

Completed training and demonstrated working knowledge of MSR I duties. Worked a teller drawer and/or cash dispenser and maintained a 100% balancing record (with no unresolved outages) or maintained 100% balancing within the last 90 days.

Within 12 months of employment:

Completed training and demonstrated working knowledge of MSR II duties. Must have completed the following courses with a minimum of 80% passing score:
Bank Secrecy Act, Fair Credit Reporting Act, Privacy, Elder Financial Abuse.

Must maintain an…