Part-Time Member Service Representative

About the role

Municipal Credit Union (MCU) is a 100-year-old financial institution serving over 600,000 members. Our mission is to help hard-working New Yorkers build better tomorrows, and we strive to be the most loved financial institution in New York. The Member Service Representative plays a crucial role in providing excellent service to members, ensuring they receive the support they need to manage their finances effectively.

Responsibilities

• Ensure excellent member service; every member, every transaction, every time.
• Conduct member interviews to uncover needs and improve their financial situation.
• Process the opening and onboarding of new members.
• Perform account maintenance, changes, and servicing on existing accounts.
• Ensure proper documentation and signatures are obtained for all member interactions.
• Process loan applications, collecting necessary documentation and adhering to underwriting requirements.
• Cross-sell additional products and services to best fit member needs.
• Manage new account and loan pipelines, ensuring effective follow-ups and closures.
• Meet and exceed sales goals for new members, new checking accounts, and new loan bookings.
• Demonstrate professionalism and empathy during member interactions.
• Aid branch team members in driving referrals for new accounts and loans.
• Perform outbound calls, including service lists, lead lists, and referral follow-ups.
• Complete online loan applications and ensure effective and efficient closings.
• Maintain comprehensive knowledge of MCU products and services.
• Maintain knowledge of credit union policies and procedures, as well as applicable rules and regulations.
• Back up teller line as needed.
• Assist in managing lobby member flow to ensure efficient branch operations.
• Participate in the opening and closing of the branch.
• Adhere to all regulatory compliance training, including BSA/AML/OFAC.
• Support community engagement outreach programs.
• Maintain the highest level of confidentiality and discretion regarding member financial information.
• Perform other duties as required.
• Travel as required.
• Perform other duties as requested and special projects as assigned.

Requirements

• Retail banking experience is a plus.
• A high school diploma or equivalent required.
• Previous branch experience preferred, including sales and service.
• Availability to work overtime and Saturdays as required.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Interpersonal, oral, and written communication skills.
• Highly ethical.
• Proficiency in Microsoft Office Suite.
• Tech-savvy.