Member Service Representative I

About the role

This position proactively discovers and meets the financial needs of members through recommending solutions to meet those needs. The Member Service Representative services member accounts (both depository and lending), opens depository accounts, originates loans, and educates members about Credit Union products and services. This role ensures members receive excellent service at all times, following the Credit Union’s member service model, and actively contributes to the achievement of branch sales and service goals.

Responsibilities

• Actively profile new and current members and cross-sell appropriate products and services to meet members’ needs.
• Respond to member inquiries regarding depository and loan accounts, access to services, and assist members in making effective use of service offerings.
• Process a variety of transactions, including loan applications, loan closings, and researching the best options for members.
• Actively seek and make lending, investment, business, and mortgage referrals.
• Proactively obtain new memberships by servicing walk-in members, conducting outbound calls, and scheduling appointments for lead-generating purposes.
• Open new memberships and service existing memberships and accounts.
• Meet established sales, balancing, and member service goals.
• Uphold activities to successfully onboard new members, ensuring timely strategic follow-up and communication.
• Operate computers to accurately post transactions, open/close/service accounts, process loan requests, and update member account information.
• Perform branch opening and closing procedures as necessary.
• Accept deposits, perform withdrawals and transfers, cash checks, and make loan payments.
• Sell traveler’s checks, cashier’s checks, gift cards, and other products at the teller line.
• Perform Visa and MasterCard cash advances, as well as Line of Credit and Equity loan advances.
• Assist in opening, verifying, and posting mail, ATM, and night drop deposits/payments.
• Accept current and prior year IRA deposits.
• Follow Credit Union policy for placing check holds and filing Currency Transaction Reports.
• Responsible for daily balancing of cash drawer, checks, and traveler’s checks.
• Approve checks within check authority limits.
• Verify cash shipments as needed.
• Maintain and control inventory of traveler’s checks, gift cards, ATM cards, and cashier’s checks.
• Maintain, balance, and fill ATM machines as needed.
• Assist with monthly branch audit checklists and other reports/audits.
• Promote a favorable image of, and goodwill for, the Credit Union in the community.
• Follow regulatory and policy compliance requirements, including Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), and Anti-Money Laundering (AML) Regulations.
• Maintain confidentiality regarding non-public information about members and the Credit Union.

Requirements

• High School diploma or GED required; Associate’s or Bachelor’s Degree preferred.
• One to three years of related experience, with demonstrated ability to function independently.
• Notary Public (current registration or establishment thereof).
• NMLS Registration (preferred, may be required dependent upon location).

Skills

• Language Skills: Ability to read, analyze, and interpret business correspondence, technical procedures, and governmental regulations. Must write error-free correspondence and effectively present information in one-on-one or small group settings.
• Mathematical Skills: Ability to calculate discounts, interest, commissions, proportions, and percentages. Proficiency in basic arithmetic operations (addition, subtraction, multiplication, division) using whole numbers, fractions, and decimals.
• Reasoning Ability: Ability to solve practical problems and interpret instructions in written, oral, diagram, or schedule form.
• Technical Skills: Proficiency in Microsoft Excel and Word, Credit Union computer systems, and standard office equipment (e.g., calculator, fax, telephone, photocopier, scanner).
• Other Skills: Strong analytical abilities, attention to detail, and understanding of lending principles. Proficiency in member online access channels and familiarity with financial products/services offered by other institutions.
• Excellent interpersonal and communication skills, with a cooperative and positive attitude toward members and staff.

Physical Demands

• Regularly required to use hands to finger, handle, or feel objects, tools, or controls; talk and hear.
• Frequently required to walk and sit; occasionally required to stand, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Specific vision abilities include close vision, peripheral vision, and ability to adjust focus.
• Must occasionally lift and/or move up to 15 pounds.

Mental Demands

• Frequently required to use alertness, precision, resourcefulness, problem-solving, numeric ability, persuasiveness, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, initiative, patience, and visual perception.

Work Environment

The work environment is usually quiet to moderate in noise level.