Member Service Representative

Member Service Representative-2

Monument, Monument, CO, US

17 days ago Requisition

Salary Range: $20.50 To $24.10 Hourly

A member is ready to buy a car and needs help through the loan process. Another needs to send a wire, make a complicated change to an account, or work through a financial question they’re not quite sure how to solve.

Sometimes you’ll handle an everyday transaction. Other times, you’ll help someone navigate a bigger decision or a more complicated situation.

As a Member Service Representative 2 at Air Academy Credit Union, you’ll help members with everyday banking while taking on more complex financial needs, including consumer lending and advanced account servicing. You’ll listen, ask questions, explain the options, and help members find a way forward.

MSR 2 is an opportunity to build deeper experience in financial services and take on greater responsibility within the branch.

You’ll strengthen your knowledge of lending, account servicing, financial products, and more complex member needs. You’ll also gain experience supporting daily branch operations when the Branch Manager is unavailable.

As you build your skills and experience, you’ll be better prepared to explore future opportunities within the branch or in other departments across AACU.

• Help members with everyday transactions while also handling more complex account and service needs.
• Open personal accounts, excluding IRA/HSA, Organizational, Business, and Fiduciary accounts, and help members understand the products and services available to them.
• Guide members through consumer loans by reviewing their needs, recommending options, completing applications, submitting them for underwriting, communicating decisions, collecting required documentation, and helping bring approved loans through closing.
• Complete loan maintenance, including corrections and payoff information, and review loans for other branches.
• Help members with ACH and wire needs, including origination and stop payments.
• Assist with debit card questions, disputes, lost or stolen cards, and instant-issue cards.
• Handle more complex account maintenance, including joint-owner removals and fraud transfers.
• Work with Admin Support to process deceased member accounts.
• Listen to what members are trying to accomplish and recommend financial products and services that may help.
• Work through member concerns, look for solutions, and help preserve the member relationship when possible.
• Work toward individual and branch referral and sales goals while keeping the member’s needs at the center of the conversation.
• Participate in branch and credit union events that connect AACU with the communities we serve.
• Help keep the branch running smoothly by completing assigned audits, required training, and other operational responsibilities.
• Oversee daily branch operations when the Branch Manager is unavailable.
• Follow AACU policies and procedures and comply with applicable regulations, including the Bank Secrecy Act.

• You really listen. You take time to understand what a member is trying to accomplish before recommending a solution.
• You’re comfortable with complexity. You can work through detailed transactions, lending needs, and account questions without losing sight of the person sitting across from you.
• You care about getting it right. You understand that accuracy, good judgment, and following the right procedures matter when you’re handling someone’s money.
• You can explain the complicated stuff. You’re able to make financial products, lending decisions, and processes easier for members to understand.
• You stay steady when something goes wrong. You can work through concerns, changing priorities, and difficult conversations while staying…