Member Service Representative Lead - Covington, GA

About the role

Join Center Parc Credit Union as a Member Service Representative Lead and play a key role in delivering exceptional service while supporting the success of our branch team. We are seeking candidates with 4+ years of experience in a credit union, bank, or other financial institution, along with a passion for building relationships, coaching others, and delivering outstanding member experiences. In this hands-on Lead position, you'll provide expert guidance to members and teammates while helping fulfill our mission of helping members achieve financial success.

The primary purpose of this position is to assist Center Parc Credit Union (CPCU) to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.” The Member Service Rep Lead proactively engages in providing quality-driven member services to existing and potential members of the Credit Union. This includes, but is not limited to, engaging members in dialogue to ensure timely processing of payment and transfer services, opening new accounts, ensuring that product recommendations are aligned with member needs, and building positive relationships with members and peers. Depending on their assignment, the Member Service Rep Lead from time to time may perform all or a portion of the tasks listed herein, but all incumbents are expected to be proficient in each task over time.

Reports to: Branch Manager or Assistant Branch Manager. Position status: Full Time non-exempt (Hourly).

Responsibilities

• Adhere to and deliver on Center Parc’s core values: Serve Exceptionally, Commit to Better, Find the Fun, Invest in Integrity, Follow the Numbers, Go Forth and Conquer, Protect with Passion.
• Model leadership and service expectations by providing exceptional in-branch service to members, consistently executing and reinforcing CPCU’s service standards, and providing procedural guidance and subject matter expertise to front-line branch team members.
• Serve as the designated lead by assigning daily work to front-line branch team members, observing performance, and collaborating with the Assistant Branch Manager and Branch Manager to ensure consistent coaching, processes, and procedures.
• Support the onboarding and skill development of new and existing front-line team members by demonstrating expected behaviors and reinforcing daily work expectations.
• Serve as the first point of escalation for routine member service issues and facilitate timely, consistent resolution.
• Exercise override authority within established limits and demonstrate sound judgment and prudence when determining check holds, waiving or refunding service fees, and resolving other member transactions or service needs.
• Process member transactions, including Visa payments, transfers, loan payments, deposits, U.S. Savings Bond transactions, and cash advances.
• Complete service requests, clerical duties, and research necessary to resolve member inquiries and concerns.
• Connect members with internal business partners when their inquiries or concerns cannot be resolved at the branch level.
• Open new member accounts, update existing accounts, and establish share and loan allocations.
• Recommend credit union products and services aligned with each member’s needs.
• Maintain up to date knowledge of all retail and account opening procedures; follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks.
• Maintain up to date product knowledge; have a full understanding of the features and benefits of the products and services offered by the credit union.
• Use product knowledge and consultative service skills to address member skepticism or objections when a recommended product or service is in the member’s best interest.
• As needed or required, maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer.
• Comply with all aspects of BSA/AML and OFAC regulations as they relate to this position.

Supervisory responsibilities: No direct reports. Serves as the designated lead by guiding, coaching, and assigning daily tasks to front-line team members and coordinating with internal and external partners through indirect or matrixed working relationships.

Requirements

Required

• Associate’s degree in business, Business Administration, or related field of study; or 2 years of related work experience or 2 years of college course equivalent in lieu of degree.
• 4 years of related work experience in banking, financial services, insurance, or credit unions.
• 10-Key calculator, typing and keying skills, and working knowledge of Microsoft Office software.

Preferred

• Bachelor’s degree in business management, Business Administration, or related field of study.
• Two years of experience in a lead, member-facing role within a credit union.
• Prior experience completing transactions in Symitar and Meridian Link.

Physical requirements

• Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc.
• Must be able to stand, bend and stoop as needed.
• Must be able to lift and/or carry weights of 5 to 25 pounds.

Benefits

• Medical coverage with generous company contributions
• Dental with employee-only coverage paid by the company
• Vision with employee-only coverage paid by the company
• Paid Time-Off
• 401k plan with a defined company match
• Company-paid long-term disability
• Company-paid short-term disability
• Company-paid holidays

Pay

Target hiring pay range: $21.75 – $27.19 per hour (minimum rate to mid-point rate). Actual compensation may vary based on licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector.

Schedule

Full Time, non-exempt (Hourly)