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 by explaining products and services, handling new account needs, account maintenance, loan applications, and teller transactions. The role involves needs‑based assessment, cross‑selling, and creating a premier member experience in a high‑volume branch environment while adhering to MCU policies and procedures.

Responsibilities

• Act as a Brand Ambassador: represent MCU’s core values and deliver excellent member service on every transaction.
• Maintain confidentiality and discretion of members’ financial information.
• Process the opening and onboarding of new members, ensuring a welcoming experience.
• Conduct thoughtful member interviews using relationship‑management tools, 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.
• Anticipate and resolve member concerns, taking ownership to reduce repeat contacts.
• Ensure proper documentation and signatures for all interactions in compliance with regulations and MCU policies.
• Process loan applications, collect required documentation, and adhere to underwriting requirements.
• Manage new account and loan pipelines with proper follow‑up to close efficiently.
• Meet or exceed individual and branch sales and service goals for key growth metrics.
• Support team members in driving referrals and achieving team sales/service targets.
• Perform outbound member outreach (service lists, lead lists, referral follow‑up) to support goals.
• Complete online loan applications as assigned and ensure effective 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 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 (product certifications, digital fluency, sales training) within defined timelines.
• Demonstrate mastery in member engagement, consultative sales, digital adoption, operational accuracy, and compliance.
• Maintain a 95% or above average on sales and service QA observations month over month.

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.
• Ability to multi‑task and manage time effectively.
• Capability to perform in a high‑volume environment while maintaining exceptional attention to detail.
• Strong interpersonal, oral, and written communication skills.
• High ethical standards.
• Proficiency in Microsoft Office Suite and general technology use.

Why you’ll be a good fit

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

• Results – passion for winning.
• Agility – proactive anticipation, response, and pivoting.
• Integrity – highest ethical standards and honesty.
• Belonging – inclusive culture and teamwork.
• Ownership – personal responsibility and accountability.

Pay

The pay range for this position is $20.00–$36.14 per hour. Actual base pay may vary based on knowledge, skills, experience, and location. Employees may be eligible for an attendance bonus and overtime eligibility.

Benefits

• Medical, vision, dental, life, and disability insurance.
• Flexible paid time off.
• 11 paid holidays annually.
• 401(k) with an 8% employer contribution per pay period.