Member Service Representative

Overview

Municipal Credit Union (MCU) has been serving New Yorkers for over 100 years, providing affordable financial products and convenient services to more than 600,000 members. Our mission is to help hard‑working New Yorkers build better tomorrows, and our vision is to be New York’s most loved financial institution by helping members build their best financial futures. The Member Service Representative is responsible for delivering excellent service by exploring member needs, offering tailored financial solutions, and handling a wide range of requests—including new account openings, account maintenance, loan applications, and teller transactions—while maintaining high accuracy and compliance with MCU policies.

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.
• Maintain the highest level of confidentiality and discretion of members and their financial information.
• Process the opening and overall 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.
• Drive digital adoption by educating and assisting members in using digital banking tools and self‑service options.
• Perform account maintenance, changes, and servicing on existing accounts accurately and efficiently.
• Anticipate and resolve member concerns by taking ownership and ensuring follow‑through, reducing repeat contacts and member effort.
• Ensure proper documentation and signatures are obtained for all member interactions in compliance with regulations and MCU policies.
• Process loan applications, collect required documentation, and adhere to underwriting requirements for loan booking.
• Prepare fully complete loan applications for centralized underwriting, ensuring data is documented correctly the first time.
• Effectively 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 all key metrics of branch growth.
• 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—to support sales and service objectives.
• Complete assigned online loan applications, follow up with members, and ensure 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 throughout 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 requirements.
• Offer guidance and support to newer team members through knowledge‑sharing to ensure consistency in performance and service quality.
• Complete designated skill and performance milestones (e.g., product‑knowledge certifications, digital fluency, sales‑training benchmarks) within defined timelines.
• Demonstrate progressive mastery in critical areas such as member engagement, consultative sales, digital tool adoption, operational accuracy, and compliance, measured through regular assessments.
• 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 is required.
• Ability to multi‑task with strong time‑management skills.
• Ability to perform in a high‑volume environment, meet deadlines, and maintain exceptional attention to detail.
• Strong interpersonal, oral, and written communication skills.
• Highly ethical.
• Proficiency in Microsoft Office Suite.
• Technologically proficient.

Why You’ll Be a Good Fit

• Results: Passionate about winning.
• Agility: Proactively anticipate, respond, and pivot to ensure MCU wins.
• 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 $20.00 and $36.14 per hour. Actual base pay offered may vary depending on factors such as job‑related knowledge, skills, experience, and location. Employees may also be eligible for an attendance bonus, a 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.