Member Service Representative

Job Summary:

The Member Service Representative is an experienced frontline employee responsible for delivering exceptional service to credit union members by handling more complex transactions, account services, and product recommendations. MSRs serve as trusted advisors to members, assist in training junior staff, and support branch operations through advanced knowledge of credit union products and systems.

• Greet members in a courteous and professional manner, in person, by phone, or via digital channels.
• Accurately process member transactions, including deposits, withdrawals, loan payments, and check cashing.
• Open and close a variety of accounts, including savings, checking, certificates, and minor accounts.
• Assist members with account maintenance requests, stop payments, account research, debit card disputes, and ACH authorizations.
• Identify member needs and recommend credit union products and services such as loans, credit cards, and digital banking tools.
• Consistently meet or exceed individual referral goals and contribute to branch performance metrics.

• Handle escalated member concerns with professionalism and efficiency.
• Resolve account discrepancies and transactional errors with minimal supervision.
• Provide support for fraud prevention by identifying suspicious account activity and reporting accordingly.
• Serve as a resource for MSR staff by answering questions and offering guidance on policies and procedures.
• Assist in training new team members on systems, member service skills, and compliance.

• Balance cash drawers daily and ensure proper handling of negotiable items.
• Perform end‑of‑day balancing tasks, vault responsibilities, and branch opening/closing procedures as assigned.
• Maintain compliance with all credit union policies, procedures, and applicable regulations (e.g., BSA, Reg CC, OFAC, CIP).

• High school diploma or equivalent required; some college or relevant coursework preferred.
• 2+ years of experience in a financial institution, retail banking, or customer service role preferred.
• Demonstrated success in education “cross‑selling” of products/services or member engagement.
• Strong knowledge of credit union products, services, and banking regulations.
• Excellent communication, problem‑solving, and interpersonal skills.
• Proficiency in Microsoft Office tools preferred.
• Cash handling and balancing experience required.
• Office setting with standard business hours including Saturdays or extended hours depending on needs.
• Requires standing for extended periods and lifting to 25 lbs. (e.g., cash drawers, coin bags).
• Frequent interaction with members and use of computers, teller equipment, and phones.

• Community involvement with the credit union is required.
• Other duties may be assigned.

• Entry level

• Full‑time

• Banking