Member Services Representative

Responsibilities

• Initiate and lead conversations to identify and assess member needs.
• Maintain and enhance member account relationships by providing excellent member service.
• Process share deposit payments, loan payments, manual payrolls, and account transfers.
• Disburse cash and check withdrawals.
• Complete member transactions accurately and timely within prescribed limits and guidelines or seek approval for exceptions.
• Open new membership accounts and assess for accuracy and compliance.
• Research and address member inquiries about credit union services and accounts.
• Perform account maintenance as authorized.
• Promote credit union products and services.
• Maintain base knowledge of consumer and mortgage loans to effectively refer loan products to the appropriate departments.
• Perform outbound calls to members as needed.
• Achieve individual and branch growth goals.
• Identify solutions in support of member needs.
• Observe all security/internal controls and be proactive in protecting the credit union by identifying fraudulent or forged documentation and/or activity.
• Serve as backup for MSR II responsibilities when needed.
• Travel to local events as needed; weekends may be required.
• Open, close, and balance own cash drawer daily; maintain drawer cash levels within prescribed amounts.
• Post and log night, ATM, and mail deposits (part of dual‑control team).
• Adhere to general regulatory procedures including Bank Secrecy Act and Anti‑Money Laundering rules.
• Ensure accurate balancing within established time frames.
• Assist with branch self‑assessments as assigned.
• Participate in branch business development and outreach activities.
• Respond to electronic member requests and/or perform outbound calls professionally, promptly, efficiently, and accurately.
• Provide translation assistance when needed.
• Perform other duties as deemed necessary.

Requirements

• High school graduate or equivalent.
• Bilingual in English/Spanish highly preferred but not required.
• Minimum one year of experience in a financial institution or other customer service industry preferred.
• Prior cash handling and customer service responsibilities preferred.
• Preference for working in organizations that prioritize teamwork and collaboration.
• Strong commitment to creating economic opportunity for traditionally underserved communities.
• Excellent customer service skills.
• Demonstrated ability to communicate effectively verbally and in writing.
• Ability to be trained and efficiently operate credit union systems and proprietary software (New Solutions, Microsoft Excel, Word, Outlook).
• Ability to work flexible work hours including evenings and weekends.
• May be required to travel to cover other branches.
• Keen