Member Service Representative

Overview

The Member Service Representative is responsible to provide excellent service to members by exploring member needs and explaining products and services with the ability to serve a member with any request, including new account needs, maintenance on accounts, loan applications and teller transactions. Through needs based assessment provide and offer additional products and services while creating a premier member experience. Operate within a high volume branch environment to perform a range of duties.

Support members with anything from simple servicing requests to more complex requests that require critical thinking and decision‑making skills with a high degree of accuracy and in accordance with MCU policies and procedures. The Member Service Representative will work collaboratively with branch management and teammates to deliver outstanding outcomes for every member’s interaction. Understanding MCU products and services and responding to a range of member issues or inquiries in a friendly, courteous, and cooperative manner is expected.

The Member Service Representative must work well with others, maintain professional communications, and be open to coaching and guidance.

• Ensure excellent member service; every member, every transaction, every time.
• Conduct member interviews to uncover the needs of members to better help improve their overall financial situation.
• Process the opening and overall onboarding of new members.
• Perform account maintenance, changes, servicing, etc. on existing accounts.
• Ensure proper documentation and signatures are obtained for all member interactions to stay in compliance with rules and regulations as well as MCU policy and procedures.
• Process loan applications, collecting all necessary documentation and adhering to underwriting requirements to prepare for loan booking.
• Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience.
• Cross‑sell additional products and services to best‑fit member need(s).
• Effectively manage new account and loan pipeline with proper follow‑up for members in order to close effectively and efficiently.
• Meet or exceed sales goals for all key metrics of branch growth including new members, new checking accounts, and new loan bookings.
• Demonstrate professionalism and empathy during member interactions.
• Assist branch team members in driving referrals for new accounts and loans.
• May perform outbound calls including service lists, lead lists, referral follow‑up, etc. to meet or exceed sales and service goals.
• May be assigned online loan applications to complete; follow up with members and ensure an effective and efficient closing.
• Maintain comprehensive knowledge of MCU products and services.
• Maintain comprehensive knowledge of credit union policies and procedures, regulations, and how they apply to MCU’s environment.
• Back up teller line as needed.
• Assist in management of lobby member flow to ensure members move through the branch efficiently.
• Participate in opening and closing of the branch.
• Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance.
• Assist with community engagement outreach programs.
• Maintain the highest level of confidentiality and discretion of members’ and their financial information.
• Perform other duties as required, including travel and special projects.
• Demonstrate member service, research and problem‑solving, and ability to multi‑task with good time‑management skills.

• Retail banking experience is a plus.
• High school diploma or equivalent required.
• Previous branch experience preferred, including sales and service.
• Availability to work overtime and Saturdays as required.
• Ability to perform in a high‑volume environment and meet deadlines while maintaining exceptional attention to detail.
• Interpersonal, oral and written communication skills.
• Highly ethical.
• Proficiency in Microsoft Office Suite.
• Technologically proficient.

• Results – We are passionate about winning.
• Agility – We proactively anticipate, respond and…