Member Service Representative

Overview

A Member Service Representative is responsible for providing excellent service to members by exploring member needs and offering tailored financial solutions. You will support members by explaining products and services, handling new account needs, account maintenance, loan applications, and teller transactions. The role involves needs‑based assessment, cross‑selling additional products, and creating a premier member experience in a high‑volume branch environment while adhering to MCU policies and procedures.

Responsibilities

• Act as a Brand Ambassador: represent MCU’s core values and deliver excellent member service for every member, every transaction, every time.
• Demonstrate professionalism and empathy during all member and team interactions.
• Maintain the highest level of confidentiality and discretion of members and their financial information.
• Process the opening and onboarding of new members, ensuring a welcoming and informative experience.
• Leverage relationship‑management tools to conduct thoughtful member interviews, identify financial needs, and provide tailored solutions.
• Cross‑sell appropriate MCU products/services to best‑fit member needs.
• Educate and assist members in adopting digital banking tools and self‑service options.
• Perform account maintenance, changes, and servicing on existing accounts accurately and efficiently.
• Anticipate and resolve member concerns by taking ownership and ensuring follow‑through.
• Ensure proper documentation and signatures for all member interactions in compliance with regulations and MCU policies.
• Process loan applications, collect necessary documentation, and adhere to underwriting requirements.
• Prepare fully complete loan applications for centralized underwriting, ensuring data is documented correctly the first time.
• Manage new account and loan pipelines with proper follow‑up to close efficiently.
• Consistently meet or exceed individual and branch sales and service goals for all key metrics of branch growth.
• Support fellow team members in driving referrals and achieving team sales/service goals.
• Perform outbound member outreach (service lists, lead lists, referral follow‑up) to support sales and service goals.
• Handle online loan applications as assigned, following up with members to ensure effective closing.
• Maintain comprehensive knowledge of MCU products, services, policies, procedures, and applicable regulations.
• Provide teller line coverage, process teller transactions, and assist with lobby management as needed.
• Participate in opening and closing the branch and perform daily operational tasks (e.g., instant issue card management, negotiable item management).
• Travel to support staffing needs at other MCU branches throughout the region as required.
• Perform other duties, special projects, and community engagement outreach programs as assigned.
• Adhere to all regulatory compliance training, including BSA/AML/OFAC.
• Offer guidance and support to newer team members through knowledge‑sharing.
• Complete designated skill and performance milestones (product knowledge certifications, digital fluency, sales training benchmarks) within defined timelines.
• Demonstrate progressive mastery in member engagement, consultative sales, digital tool adoption, operational accuracy, and compliance.
• Maintain a 95% or above average on sales and service QA observations month over month.

Requirements

• 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.
• Ability to multi‑task and manage time effectively.
• Capability to perform in a high‑volume environment while maintaining exceptional attention to detail.
• Strong interpersonal, oral, and written communication skills.
• High ethical standards.
• Proficiency in Microsoft Office Suite.
• Technologically proficient.

Core Values

• Results – We are passionate about winning.
• Agility – We proactively anticipate, respond, and pivot to ensure MCU wins.
• Integrity – We operate with the highest ethical standards and honesty.
• Belonging – We cultivate a culture of inclusion and teamwork.
• Ownership – We take personal responsibility and hold ourselves accountable for results.

Pay

The pay range for this position is between $20‑36.14 per hour. Actual base pay offered may vary depending on factors such as job‑related knowledge, skills, experience, and location. Employees may also be eligible for an attendance bonus, a 401(k) with an 8% employer contribution per pay period, and overtime eligibility.

Benefits

• Medical, vision, dental, life, and disability insurance.
• Flexible paid time off.
• 11 paid holidays annually.