Member Service Representative

About the role

As a Member Service Representative at Municipal Credit Union (MCU), you will provide excellent service to members by exploring their needs and offering tailored financial solutions. You will support members with a wide range of requests, including new account openings, account maintenance, loan applications, and teller transactions. Through needs-based assessments, you will identify opportunities to offer additional products and services while delivering a premier member experience. This role operates within a high-volume branch environment, requiring critical thinking, decision-making, and strict adherence to MCU policies and procedures. You will collaborate with your branch management team and teammates to ensure outstanding outcomes for every member interaction.

Responsibilities

• Act as a Brand Ambassador: Represent MCU’s core values and deliver excellent member service—every member, every transaction, every time. Demonstrate professionalism and empathy in all interactions.
• Maintain confidentiality and discretion regarding members' financial information.
• Process the opening and onboarding of new members, ensuring a welcoming and informative experience.
• Conduct thoughtful member interviews using relationship management tools to identify financial needs and provide tailored solutions.
• Cross-sell appropriate MCU products and services to meet member needs.
• Educate and assist members in adopting digital banking tools and self-service options.
• Perform accurate and efficient account maintenance, changes, and servicing.
• Resolve member concerns by taking ownership and ensuring follow-through to reduce repeat contacts.
• Obtain 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.
• Manage new account and loan pipelines with proper follow-up to ensure efficient closings.
• Consistently meet or exceed individual and branch sales and service goals.
• Support team members in driving referrals and achieving team goals.
• Perform outbound member outreach, including service lists, lead lists, and referral follow-up.
• Handle online loan applications, follow up with members, and ensure efficient closings.
• Maintain comprehensive knowledge of MCU products, services, policies, procedures, and applicable regulations.
• Provide teller line coverage, process transactions, and assist with lobby management as needed.
• Participate in branch opening and closing procedures and perform daily operational tasks (e.g., instant issue card management, negotiable item management).
• Travel to support staffing needs at other MCU branches as required.
• Adhere to all regulatory compliance training, including BSA/AML/OFAC.
• Assist with community engagement outreach programs.
• Offer guidance and support to newer team members through knowledge-sharing.
• Complete designated skill and performance milestones (e.g., product knowledge certifications, sales training benchmarks) within defined timelines.
• Demonstrate progressive mastery in key competencies such as 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.
• Perform other duties and special projects as assigned.

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 is required.
• Ability to multi-task and manage time effectively.
• Ability to perform in a high-volume environment while maintaining exceptional attention to detail.
• Strong interpersonal, oral, and written communication skills.
• Highly ethical with a commitment to confidentiality.
• Proficiency in Microsoft Office Suite.
• Technologically proficient.

Why you'll be a good fit

MCU’s Core Values are central to our culture and hiring process. To thrive in this role, you should embody the following values:

• Results – Passionate about winning and achieving goals.
• Agility – Proactively anticipate, respond, and adapt to ensure MCU’s success.
• Integrity – Operate with the highest ethical standards and honesty.
• Belonging – Cultivate a culture of inclusion and teamwork.
• Ownership – Take personal responsibility and hold yourself accountable for results.

Pay

The pay range for this position is between $20–$36.14 per hour. Actual base pay may vary based on job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime pay.

Benefits

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