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. The role includes explaining products and services, handling new account needs, account maintenance, loan applications, and teller transactions. The representative works in a high‑volume branch environment, collaborates with branch management and teammates, and maintains professionalism, confidentiality, and a focus on member satisfaction.

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 and 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 accurately and efficiently.
• Anticipate and resolve member concerns by taking ownership and ensuring follow‑through.
• Obtain proper documentation and signatures for all member interactions in compliance with regulations and MCU policies.
• Process loan applications, collect required documentation, and adhere to underwriting requirements.
• Ensure loan applications are complete for centralized underwriting, documenting data accurately 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 key growth metrics.
• Support teammates 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 objectives.
• Complete assigned online loan applications and follow up with members for efficient 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 branch opening and closing, handling operational tasks such as instant issue card management and negotiable item management.
• Travel to support staffing needs at other MCU branches within 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.
• Guide and support newer team members through knowledge‑sharing.
• Complete designated skill and performance milestones (e.g., product certifications, digital fluency, sales training) 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

• High school diploma or equivalent required; retail banking experience is a plus.
• Previous branch experience preferred, including sales and service.
• Availability to work overtime and Saturdays.
• Ability to multi‑task and manage time effectively in a high‑volume environment.
• Strong attention to detail while meeting deadlines.
• Excellent interpersonal, oral, and written communication skills.
• High ethical standards.
• Proficiency with Microsoft Office Suite and general technology use.

Why You’ll Be a Good Fit

Our Core Values guide everything we do. To thrive at MCU you should embody:

• Results: Passion for winning.
• Agility: Ability to anticipate, respond, and pivot to ensure success.
• Integrity: Highest ethical standards and honesty.
• Belonging: Commitment to inclusion and teamwork.
• Ownership: Personal responsibility and accountability for results.

Pay

The pay range for this position is $20‑$36.14 per hour. Actual base pay may vary based on knowledge, skills, experience, and location. Employees are eligible for an attendance bonus, overtime pay, and a 401(k) with an 8% employer contribution per pay period.

Benefits

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