Member Service Representative

About the Role

Make consumer loans following current policies set by the Board of Directors and meet performance targets for loan production and cross-sales of products. Determine members' needs and tailor credit products to meet their unique financial goals. Cross-sell all products and services while adhering to credit union policy and procedures.

Responsibilities

• Provide a consultative sales approach to meet members' financial needs by proactively identifying opportunities to cross-sell and up-sell beneficial products and services.
• Foster a teamwork attitude to ensure all credit union goals and objectives are achieved.
• Consistently meet or exceed sales goals by effectively cross-selling credit union products and services to current and potential members.
• Refer sales opportunities to other lines of business.
• Complete loan reviews, including recommendation of decisions, and forward to underwriters; communicate loan decisions with members.
• Maintain excellence in delivering member service and exceed credit union and department service standards.
• Perform daily responsibilities, including opening and closing accounts, issuing debit cards, servicing members, processing loans, stop payments, wire transfers, check orders, and general file maintenance.
• Provide access and servicing to safe deposit boxes for members (Spohn location only).
• Maintain accurate data entry for member records, transactions, and corrections.
• Ensure protection of the credit union’s interest through adequate documentation (e.g., loan, title work, and account packets).
• Adhere to security, internal control procedures, policies, and applicable laws and regulations.
• Complete mandatory compliance, product, and credit union training.
• Demonstrate understanding of and comply with regulations such as Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), and Member Due Diligence (MDD).
• Complete annual BSA/AML compliance training.
• Perform all other duties as assigned.

Requirements

• High School Diploma or GED required.
• 2 years of experience assessing and meeting customer/member needs through offering products and services.
• 1 year of banking or credit union experience preferred.

Skills

• Strong ability to read and follow written and oral instructions.
• Excellent organizational and time management skills.
• Ability to speak clearly and deliver information logically.
• Capability to anticipate member needs and recommend appropriate products/services.
• Ability to handle multiple priorities, deadlines, and diverse personalities professionally and calmly.
• Highest level of discretion on confidential matters.

Physical & Mental Requirements

• Wrist/hand manipulation and prolonged workstation use.
• May require standing for extended periods.
• Close vision for computer and document review.
• Clear speech and hearing for effective member/staff interaction.
• Ability to work independently or as part of a team with minimal supervision.
• Capability to perform under stress, deadlines, and fast-paced environments.
• May require travel to alternate branch locations as needed.

Equipment Used

• Personal computer (Windows environment).
• Scanner, cash advance machine, calculator, copy machine.
• Debit card imprinter, ATM/ITM.