Member Services Representative - Lumberton

Job Summary

Performs teller transactions and supports members with opening and maintaining a variety of credit union products and services. Provides high-quality service, identifies member needs, and recommends appropriate solutions to help members meet their financial goals. Maintains compliance with applicable federal and state regulations and internal policies and procedures. Demonstrates professionalism, sound judgment, and a positive, service-focused approach, with the ability to work independently and respond effectively to each member’s unique situation.

Communicates clearly with members and staff, uses applicable technology proficiently, and remains flexible to support operational, training, and organizational needs, including occasional travel to nearby branches.

Responsibilities and Duties

• Processes a variety of teller transactions accurately and efficiently, including deposits, withdrawals, loan payments, transfers, check cashing, cashier’s checks, money orders, currency and coin exchanges, and bond redemptions. Balances cash drawer daily and reports discrepancies according to established procedures.
• Opens, maintains, and closes member accounts and services, ensuring all required documentation is completed accurately and in compliance with credit union policies and regulatory requirements.
• Identifies member financial needs and recommends appropriate credit union products and services. Educates members on account features, debit cards, electronic services, online and mobile banking, ATM access, and other available solutions that support their financial goals.
• Delivers exceptional member service by responding promptly and professionally to inquiries, concerns, and requests. Resolves issues effectively, follows up as needed, and handles sensitive or difficult situations with discretion, empathy, and sound judgment.
• Performs account maintenance and specialized member service functions, including opening and closing share certificates, assisting with safe deposit box services, processing check orders, managing outgoing wire transfers, notarizing documents, addressing fraud-related concerns, and closing accounts.
• Assists members with Individual Retirement Accounts (IRAs) and certificate products, including opening, closing, transferring, and renewing accounts. Explains account terms, penalties, earnings, and available options, and establishes related services such as automatic transfers, ACH transactions, and wire transfer access.
• Maintains a thorough understanding of credit union products, services, policies, procedures, and applicable regulations. Participates in training and supports operational needs such as community involvement and business development.
• Carries out supplementary tasks aligned with the role and department objectives.

Qualifications and Skills

• Six months to two years of similar or related experience, including time spent in preparatory positions.
• High school degree or GED required.
• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.