Member Service Representative

About the role

As the front line to our members and the face of GreenState Credit Union, the Member Service Representative (MSR) delivers quality, responsive, and professional service in all daily transactions and inquiries. This key role champions our service culture, ensuring every member interaction reflects our commitment to excellence, accuracy, integrity, and teamwork.

Responsibilities

• Adhere to Credit Union Service Standards in carrying out GreenState’s mission and vision.
• Demonstrate a positive member service focus at all times, greeting members and guests with a smile, eye contact, and using their name.
• Ensure confidentiality of member information and account records, providing account details only to authorized primary or joint owners.
• Make weekly outbound service calls to members.
• Answer member questions or refer them to appropriate departments or supervisors.
• Assist with member account discrepancies, statement problems, and complaints, escalating as necessary.
• Perform 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.
• Build member relationships by recognizing financial needs and offering appropriate GreenState products or referring them to specialized departments (Wealth Management, Commercial, Mortgage, GreenState Insurance, etc.).
• Maintain a satisfactory balancing record.
• Educate members and staff on the features and benefits of all products and services.
• Refer products and services that benefit members to achieve team goals.
• Examine checks for endorsements and negotiability, determine fund availability, place holds on accounts for uncollected funds, and provide proper documentation.
• Process mail and night deposit transactions.
• Complete forms including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, and member check orders.
• Participate in opening and closing procedures, securing confidential information and equipment at the end of the day.
• Complete daily balancing and reconciliation of drawer offages.
• Monitor and manage the vault, including cash disbursements, balancing, and end-of-day lock-up, ensuring adequate but not excessive funds are on hand.
• Assist in security procedures, including access to and accountability for office keys and combinations.
• Balance, maintain, and correct the coin machine and cash recyclers.
• Participate in community service organizations and/or Credit Union-sponsored events to enrich the community.

Requirements

• Interpersonal skills to represent the Credit Union positively.
• High energy with the ability to engage in conversation, build rapport, and maintain member loyalty.
• Thorough knowledge of deposit products and regulations.
• Accuracy in handling cash, recording daily transactions, and attention to detail.
• Good telephone manners and techniques.
• Ability to work with minimal direction and exercise sound judgment.
• Member account problem-solving skills.
• Proficiency with related computer applications, spreadsheets, word processing, and database applications.
• Ability to develop and maintain effective working relationships as part of a cohesive team.
• High school diploma or equivalent (e.g., GED).
• Cash handling, sales, and customer service experience desired.
• Must be bondable.
• Punctuality, ability to work all scheduled hours, and overtime as necessitated by business demand.

Culture

At GreenState, our purpose is to create lasting value for our members, communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance community vitality. Our success is rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and our values come to life every day.

Pay

This hourly position offers a pay range of $19.47 - $22.76 per hour, with a monthly incentive opportunity.

Benefits

A progressive benefits package is available.

Schedule

Flexible part-time hours: Monday–Friday, 8:15 AM–5:15 PM, with rotating Saturdays.