Member Service Representative

Member Service Representative

The primary duties/responsibilities of the Member Service Representative (MSR) include quality, responsive, and professional member service to all members and staff of Green State Credit Union in all daily transactions and inquiries. This position is the front line to our members and the face of the credit union. Service starts with this key role and they are our service champions. The qualified candidate will be member focused, show excellence in accuracy and all their work, demonstrate integrity, share one vision through teamwork and continually look for improvement within their role.

At Green State, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well‑being, transform lives, and enhance the vitality of the communities we serve. We know our success – now and in the future – is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.

Monday-Friday, Flexible Part-Time hours
Saturday, 8:30 am‑12:15 pm

Pay range for this hourly position is $17.39 - $20.33/hr with a monthly incentive opportunity and a progressive benefits package.

• Adheres to the Credit Union Service Standards in carrying out Green State's mission and vision.
• Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
• Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
• Ensures confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Ensures confidentiality of members account records and account information. Request identification whenever necessary and provide account information to only those members listed as primary or joint owners.
• Makes weekly outbound service calls to members.
• Answers member questions or refers members to appropriate departments or supervisors.
• Assists with member account discrepancies, statement problems, complaints and escalates as necessary.
• Performs member transactions including deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials.
• Builds member relationships by recognizing their financial needs and meeting those needs with the appropriate Green State product and service or referring them to the specialized department (Wealth Management, Commercial, Mortgage, Green State Insurance, etc.) to be served.
• Maintains a satisfactory balancing record.
• Educates members and staff of the features and benefits of all our products and services.
• Refers products and services that benefit members to achieve team goals.
• Accepts and examines checks for endorsements and negotiability. Determines availability of funds based on regulations and policy. Places holds on accounts for uncollected funds when necessary, provides member with the proper documentation.
• Processes mail and night deposit transactions.
• Completes all forms including negotiable instrument logs, vault cash advances/turn‑ins, direct deposit, member check orders.
• Participates in Opening and Closing procedures. Organizes the MSR area and turns off all equipment (computers, copier, adders, lights). Ensures all confidential information is secured at the end of the day.
• Completes daily work including balancing and reconciliation of drawer offsets.
• Monitors and manages the vault including cash disbursements, balancing, and end‑of‑day lock‑up. Ensures that enough, but not excessive, funds are always on hand.
• Assists in security procedures. Has access to and is accountable for office keys and combinations.
• Balances, maintains, and corrects the coin machine and…