Member Service Representative

About the role

Municipal Credit Union (MCU) is a 100-year-old financial institution serving over 600,000 members. Our mission is to help hard-working New Yorkers build better tomorrows. We aim to be New York's most loved financial institution by helping our members build their best financial futures.

Overview

The Member Service Representative is responsible for providing excellent service to members, conducting member interviews to uncover needs, processing new accounts, performing account maintenance, cross-selling additional products and services, managing new account and loan pipelines, and assisting with community engagement outreach programs.

Responsibilities

• 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 / exceed sales goals for all key metrics of branch growth including but not exclusively new members, new checking accounts, and new loan bookings.
• Demonstrate professionalism and empathy during member interactions.
• Absorb and 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. in order to meet / exceed sales and service goals.
• May be assigned online loan applications to complete; follow up with the 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 as well as applicable rules and regulations and how they apply to MCUs environment.
• Back up teller line as needed.
• Assist in management of lobby member flow to ensure members move through the branch environment in the most efficient and effective manner.
• Participate in the opening and closing of the branch.
• Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance.
• Absorb and assist with community engagement outreach programs.
• Maintain the highest level of confidentiality and discretion of member’s and their financial information.
• Perform other duties as required.
• Travel as required.
• Perform other duties as requested and special projects as assigned.

Requirements

• Retail banking experience is a plus.
• A 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.
• Tech-savvy.