Member Relationship Representative

Description

The Member Relationship Representative (MRR) is a key member of the branch team and plays an important role in creating a first-class experience for every member by demonstrating Post City Financial Credit Union's Core Values:
First-Class Service, Integrity, Convenience, and Community. This position is responsible for a combination of member service, teller transactions, account opening and maintenance, lending support, and relationship/business development. The MRR gets to know members, understands their financial needs, and connects them with the products, services, and people who can help.

• Welcome members and create a warm, professional, and personalized experience.
• Build genuine relationships with members and learn about their financial needs and goals.
• Listen carefully, ask thoughtful questions, and demonstrate empathy when helping members.
• Resolve member concerns and inquiries promptly, professionally, and accurately.
• Explain products, services, account features, and applicable requirements clearly and accurately.

• Deliver exceptional service by assisting members with routine financial transactions, account maintenance, and inquiries regarding Credit Union products and services.
• Process deposits, withdrawals, loan payments, transfers, cashier's checks, and other teller transactions accurately and efficiently.
• Balance cash drawer and maintain accurate cash handling practices.
• Open, maintain, and close member accounts while ensuring all required documentation is complete.
• Process account maintenance requests, file maintenance, and member record updates.
• Assist in preparing new account and home equity loan packets.
• Gather required documentation from members to prepare consumer loans for underwriting.
• Review loan files prior to funding to ensure accuracy, completeness, and regulatory compliance.
• Complete account/loan administrative tasks such as signature card scanning, payoff demands, completing reconveyance requests, DMV items, and reviewing title reports.
• Resolve routine member questions, concerns, and complaints with professionalism and urgency.
• Assist members with online and mobile banking, including password resets and troubleshooting access issues.
• Maintain accurate transaction records and documentation.
• Balance cash and follow established cash-handling, security, and internal control procedures.
• Maintain the highest level of accuracy and integrity when handling member funds.
• Process mail transactions, returned mail, and bad address tracking.

• Participate in USPS site visits, community events, and other outreach activities.
• Represent Post City professionally in the community and with our sponsor groups.
• Look for opportunities to introduce prospective members to Post City and explain how we can help them afford life.
• Support branch and Credit Union initiatives designed to deepen member relationships and grow our membership.

• Follow all Credit Union policies, procedures, internal controls, and security requirements.
• Comply with applicable federal and state laws and regulations, including BSA/AML, the USA PATRIOT Act, and OFAC requirements.
• Recognize and report unusual or suspicious activity in accordance with established procedures.
• Protect member information and maintain strict confidentiality.
• Complete required training and maintain current knowledge of applicable regulations and procedures.

• Minimum of 2 years member services experience in a Credit Union or financial institution is highly desirable.
• Excellent verbal and written communication skills, including writing business correspondence.
• Excellent interpersonal skills
• Ability to work 32+ hours a week, Monday through Friday, and the occasional weekend day.
• Goal driven and able to meet or exceed established cross-sell goals.
• PC and calculator proficient, including experience with Microsoft products, Word, Excel and Outlook.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to work independently or within a team to accomplish goals and objectives.
• Ability to provide attention to detail with accurate and consistent results.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be able to operate office/branch equipment including telephone, copier, scanner, cash recycler, and…