Member Service Representative

About the role

Municipal Credit Union (MCU) is dedicated to helping hard-working New Yorkers build better tomorrows. Our mission is 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, exploring their needs, and offering products and services that align with their financial goals. This role involves handling a variety of tasks, from account maintenance to loan processing, ensuring all interactions are handled with care and efficiency.

Responsibilities

• Ensure excellent member service; every member, every transaction, every time.
• Conduct member interviews to uncover needs and improve their financial situation.
• Process the opening and onboarding of new members.
• Perform account maintenance, changes, and servicing on existing accounts.
• Ensure proper documentation and signatures are obtained for all member interactions.
• Process loan applications, collecting necessary documentation and adhering to underwriting requirements.
• Cross-sell additional products and services to best-fit member needs.
• Manage new account and loan pipelines, ensuring effective follow-ups and closures.
• Meet and exceed sales goals for new members, new checking accounts, and new loan bookings.
• Demonstrate professionalism and empathy during member interactions.
• Aid branch team members in driving referrals for new accounts and loans.
• Perform outbound calls, including service lists, lead lists, and referral follow-ups.
• Complete online loan applications and ensure effective and efficient closings.
• Maintain comprehensive knowledge of MCU products and services.
• Maintain knowledge of credit union policies and procedures, as well as applicable rules and regulations.
• Back up teller line as needed.
• Assist in managing lobby member flow to ensure efficient movement through the branch.
• Participate in the opening and closing of the branch.
• Adhere to all regulatory compliance training, including BSA/AML/OFAC.
• Support community engagement outreach programs.
• Maintain the highest level of confidentiality and discretion regarding member and 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.