Member Service Representative

GreenState Credit Union’s Member Service Representative (MSR) is the front line to our members and the face of the credit union. The role delivers quality, responsive, and professional service in all daily transactions and inquiries, acting as our service champion.

About GreenState Culture

At GreenState, 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 foster an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values brings our mission to life.

Responsibilities

• Adhere to the Credit Union Service Standards in carrying out GreenState’s mission and vision.
• Demonstrate a positive member service (internal and external) focus at all times: greet members and guests with a smile and eye contact immediately upon their arrival, use their name or acknowledge them, and thank them for their business.
• Demonstrate teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
• Ensure confidentiality of member information and account records; provide account information only to those members listed as primary or joint owners.
• Support a diverse and inclusive work environment.
• Make weekly outbound service calls to members.
• Answer member questions or refer members to appropriate departments or supervisors.
• Assist with member account discrepancies, statement problems, complaints, and escalate 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 their financial needs and meeting those needs with the appropriate GreenState product and service 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.
• Accept and examine checks for endorsements and negotiability; determine availability of funds based on regulations and policy; place holds on accounts for uncollected funds when necessary and provide members with proper documentation.
• Process mail and night deposit transactions.
• Complete all forms including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, and member check orders.
• Participate in opening and closing procedures; organize the MSR area, turn off all equipment, and secure all confidential information at the end of the day.
• Complete daily work including balancing and reconciliation of drawer shortages.
• Monitor and manage the vault including cash disbursements, balancing, and end-of-day lock-up; ensure adequate but not excessive funds are always on hand.
• Assist in security procedures; have access to and be accountable 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 in a positive way.
• High energy with the ability to approach individuals to engage in conversation, build rapport, and establish and maintain member loyalty.
• Thorough knowledge of deposit products and regulations.
• Accuracy in the handling of 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 a cohesive team.
• High school diploma or the equivalent (i.e., GED).
• Cash handling, sales, and customer service experience desired.
• Must be bondable.
• Report to work punctually, work all scheduled hours, and work overtime as necessitated by business demand.

Schedule

Monday–Friday: 8:00 am–5:30 pm
Saturday: 8:30 am–12:30 pm

Pay

$17.39–$20.33 per hour, plus a monthly incentive opportunity.

Benefits

Progressive benefits package.