Member Services Representative

About the Role

As a Member Services Representative at our Heights Branch, you’ll play a key role in creating positive member experiences while developing valuable financial skills. You will perform a wide range of member service and teller functions while helping manage the branch lobby experience, including opening and servicing accounts, renewing certificates, issuing debit cards, and assisting members with a variety of account-related inquiries. In this role, you will build trust, resolve member needs, and foster meaningful relationships through exceptional service.

Responsibilities

• Connection & Service Excellence
  • Create a welcoming environment and provide excellent member-focused services at all times.
  • Respond to online messages, voicemails, and digital inquiries with professionalism and care.
• Empowering Member Support
  • Conduct member research to resolve questions and issues effectively.
  • Identify member needs and connect them with appropriate staff, departments, or self-service options.
  • Assist members with the coin machine and ITM machines.
• Operational Excellence
  • Accurately process account maintenance requests and updates.
  • Maintain accuracy, efficiency, and attention to detail across all transactions and systems.
  • Verify member identities and ensure compliance with credit union policies and procedures.
  • Accurately process member transactions including deposits, withdrawals, transfers, loan payments, and check cashing.
  • Balance and maintain a cash drawer daily and assist with vault operations and cash management responsibilities.
  • Assist with safety deposit box administration and maintenance.
• Collaboration & Synergy
  • Partner with teams across the organization to deliver seamless member experiences.
  • Share knowledge and contribute to a positive, collaborative team environment.
• Growth & Accountability
  • Maintain current knowledge of Altana’s products, services, policies, and procedures.
  • Follow all compliance, privacy, and regulatory guidelines.
  • Attend required meetings and participate in ongoing training and development.
  • Maintain dependable attendance and punctuality.

Requirements

• High School Diploma or GED.
• Previous cash-handling, customer service, or teller experience preferred but not required.

Skills

• Strong problem-solving skills with the ability to identify and resolve a variety of member needs.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to handle sensitive and confidential information with professionalism and discretion.
• Ability to work independently while contributing to a collaborative team environment.
• Proficiency with standard office technology, including computers and financial software systems.

What Success Looks Like

• You create meaningful connections with every member interaction.
• You act with an altruistic mindset, always putting members first.
• You embrace innovation and help improve how we serve.
• You empower members by providing knowledge and solutions.
• You contribute to a collaborative, synergistic team environment.

Benefits

At Altana, you’re joining more than an organization—you’re joining a community. We believe in caring for our team members the way we care for our members: with respect, support, and a genuine commitment to helping people thrive. Here, your work matters. Your voice matters. You matter.