Lead Member Service Representative

Essential Functions & Responsibilities

• Greets members and provides relevant information regarding transactions, products, and services, and takes responsibility for fulfilling member financial service requests.
• Maintains increased signing authority on negotiable instruments and adheres to all branch processes, procedures, policies, and compliance regulations.
• Opens complex accounts including all IRA, business, and fiduciary (trusts, estates, etc.) accounts.
• Initiates domestic and international wire transfers.
• Takes applications and closes home equity loans and lines of credit.
• Aids in branch opening and closing procedures, ensuring security protocols, system readiness, and operational preparedness are followed.
• Supports dual control procedures and ensures branch security standards are maintained.
• Able to oversee the branch in the absence of a manager.
• Balances and verifies vault cash under dual control.
• Assists with managing branch cash levels, performing individual settlement procedures, balancing MSR cash drawers and daily transactions, and assisting with branch balancing.
• Provides daily workflow coordination and operational guidance to MSRs to ensure service standards, compliance, and efficiency are maintained.
• Escalates operational or performance concerns to the Assistant Branch Manager or Branch Officer as appropriate.
• Able to deescalate challenging member situations by problem-solving and exercising sound judgment and decision-making skills while working toward appropriate member-focused solutions.
• EFFECTIVELY and thoroughly communicates with members, co-workers, and vendors, demonstrating a high degree of knowledge, confidentiality, discretion and the capacity to maintain workload consisting of varying activities and priorities.
• Able to engage in the relationship-building process of educating and referring credit union products and services.
• Demonstrates a commitment to learning and thoroughly understanding all credit union deposit and loan products/services, including home equity products.
• Serves as a role model and assists with training and onboarding new MSR hires.
• Reinforces service expectations and operational standards through daily example.
• Remains vigilant and aware of surroundings, reports any unusual or suspicious behaviors, activity, or inconsistencies.
• Performs individual settlement procedures and balances MSR cash drawer, daily transactions and assists with branch balancing.

Knowledge & Skills

• Experience: 3+ years related financial industry experience preferred.
• Education: High School Diploma or GED, NMLS registration required.
• Interpersonal Skills: Personable and courteous; member-focused, patient, confident, and composed. Strong active listening skills with positive body language and tone. Accountable and self-motivated. Demonstrates the ability to act as a peer leader within a professional team environment. Detail-oriented, organized, and dependable.
• Other Skills: Dependable and punctual. Basic financial literacy. Ability to understand and communicate products, services, and regulations to members and employees. Proficiency in computer skills and ability to learn the current core system and other related software. Strong judgment and risk awareness.