Member Service Representative

About the role

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 with anything from simple servicing requests to more complex requests that require critical thinking and decision-making skills, all while operating within a high-volume branch environment and adhering to MCU policies and procedures.

The role involves collaborating with branch management and teammates to deliver outstanding outcomes for every member interaction, maintaining a comprehensive understanding of MCU products and services, and responding to member inquiries in a friendly, courteous, and professional manner.

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 during all member and team interactions while maintaining confidentiality.
• 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/services to best fit member needs.
• Educate and assist members in adopting digital banking tools and self-service options.
• Perform accurate and efficient account maintenance, changes, and servicing on existing accounts.
• Anticipate and resolve member concerns by taking ownership and ensuring follow-through to reduce repeat contacts.
• Ensure proper documentation and signatures are obtained 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 pipeline with proper follow-up to close effectively and efficiently.
• Consistently meet or exceed individual and branch sales and service goals.
• Support fellow team members in driving referrals and achieving team sales/service goals.
• Perform outbound member outreach, including service lists, lead lists, and referral follow-up.
• Complete online loan applications, follow up with members, and ensure efficient closing.
• Maintain comprehensive knowledge of MCU products, services, policies, and procedures.
• Provide teller line coverage, including processing transactions and assisting with lobby management.
• Participate in branch opening/closing 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 regulatory compliance training, including BSA/AML/OFAC, and ensure overall compliance.
• 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) within defined timelines.
• Demonstrate progressive mastery in key competencies such as member engagement, consultative sales, and operational accuracy.
• 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 in a high-volume environment.
• Strong interpersonal, oral, and written communication skills.
• Highly ethical with a commitment to confidentiality.
• Proficiency in Microsoft Office Suite and general technological aptitude.

Why you'll be a good fit

MCU’s Core Values are integral to who we are and who we hire. To be a great fit, you’ll embody the following values:

• Results: Passionate about winning and achieving goals.
• Agility: Proactively anticipate, respond, and pivot 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 depending 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 eligibility.

Benefits

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