Member Service Representative III - Float

The MSR III independently performs a full range of member service, sales and operational functions while requiring minimal supervision as they serve as part of the management team. The MSR III oversees workflow, serves as a key holder, assists members, supports staff throughout the day and assists in coaching and training of staff and new team members. Additionally, the MSR III is responsible for delivering exceptional service to members by assisting with their financial needs, promoting credit union products and services, and ensuring member satisfaction.

This role involves processing transactions, opening accounts, providing information on loan products and the ability to input applications and disburse loans. The MSR III helps members manage their accounts, resolve any issues, and ensure compliance with regulatory requirements while assisting staff throughout the day. As a Float MSR III, the ability to travel to all branches within our Branch Network on a daily basis as needed and work well in team environments.

• Adheres the FHCU Service Standards as established.
• Performs all Branch MSR duties and responsibilities with minimal supervision.
• Acts as first point of contact for branch personnel regarding member issues or complaints, assisting with resolution within authority level assigned and escalating issues to a supervisor when necessary.
• Coaches and assists with both training new team members joining the branch and the existing staff to ensure completion of operational, sales and service duties.
• Contributes to branch sales goals by engaging members in dialogue to determine their financial needs and recommending products or services that meet those needs using various sales techniques.
• Acts as key holder on rotating basis, performing branch opening and closing responsibilities.
• Makes recommendations to supervisor for improvements within the branch that would result in improving the delivery of service to the membership.
• Works as a team member of the office in assisting in the daily functions of operation.
• Represents the credit union at Select Employer Group (SEG) events as requested.
• Directs workflow of staff in absence of the Regional Manager and Assistant Branch Manager.
• Participates in available credit union self‑development education programs and required compliance courses through self‑study and the credit union's training department.
• Performs other duties as assigned.

• High School Diploma or GED
• Associates or Bachelor's degree, preferred

• Minimum of two (2) years as an MSR II or similar role within a financial institution
• Prior sales experience
• Experience coaching and training others, preferred

• Thorough knowledge of credit union services, policies and procedures
• Comprehensive knowledge of banking regulations
• Proficient with Microsoft Office Suite, Outlook and using the Internet
• Highly proficient with credit union software programs
• Excellent communication and interpersonal skills
• Excellent customer service skills
• Ability to remain professional and act as a role model for others
• Ability to work with minimal supervision and exercise judgement
• Intermediate to advanced knowledge of Sales techniques
• Ability to coach and train others
• Available to travel to other branches when required
• Minimum of 2 years' experience in financial services with a strong background in lending, sales, and member service.
• Previous leadership or supervisory experience required, preferably in a credit union or banking environment.
• Strong knowledge of consumer lending, regulatory requirements and loan processing.
• Proven ability to drive sales while maintaining exceptional member service standards and operational efficiencies.
• Excellent leadership and team building skills, with experience in coaching.
• Strong problem solving and decision‑making abilities to address member concerns and operational challenges effectively.
• Knowledge of credit union products, services and compliance regulations.
• DNA core system experience is a plus but not required

The base pay for this position is $22.50/hr a $.50 premium may be added if the applicant is able to demonstrate a…