Part-Time Member Service Representative

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base of over 600,000 individuals. Our mission is to help hard-working New Yorkers build better tomorrows, and our vision is to be New York's most loved financial institution by helping our members build their best financial futures.

About the role

A Member Service Representative is responsible for providing excellent service to members by exploring member needs and offering tailored financial solutions. You will support members with requests including new account needs, account maintenance, loan applications, and teller transactions. Through needs-based assessment, you will provide and offer additional products and services while creating a premier member experience in a high-volume branch environment.

Responsibilities

• Act as a Brand Ambassador: Represent MCU’s core values and deliver excellent member service—every member, every transaction, every time. Demonstrate professionalism and empathy during all member and team interactions.
• Maintain the highest level of confidentiality and discretion regarding members and their financial information.
• Process the opening and onboarding of new members, ensuring a welcoming and informative experience.
• Leverage relationship management tools to conduct member interviews, identify financial needs, and provide tailored solutions to improve their financial well-being.
• Cross-sell appropriate MCU products/services to best-fit member needs.
• Educate and assist members in adopting digital banking tools and self-service options.
• Perform account maintenance, changes, and servicing accurately and efficiently.
• Anticipate and resolve member concerns by taking ownership and ensuring follow-through to reduce repeat contacts and member effort.
• Ensure proper documentation and signatures are obtained for all member interactions in compliance with rules, regulations, and MCU policies.
• Process loan applications, collect necessary documentation, and adhere to underwriting requirements.
• Manage new account and loan pipeline with proper follow-up to close effectively and efficiently.
• Consistently meet or exceed individual and branch sales and service goals.
• Support fellow team members in driving referrals and achieving team sales/service goals.
• Perform outbound member outreach including service lists, lead lists, and referral follow-up to support sales and service goals.
• Complete online loan applications, follow up with members, and ensure efficient closing.
• Maintain comprehensive knowledge of MCU products, services, policies, procedures, and applicable regulations.
• Provide teller line coverage, including processing transactions and assisting with lobby management.
• Participate in branch opening/closing and perform daily operational tasks (e.g., instant issue card management, negotiable item management).
• Travel to support staffing needs at other MCU branches as required.
• Adhere to all regulatory compliance training, including BSA/AML/OFAC.
• Assist with community engagement outreach programs.
• Offer guidance and support to newer team members through knowledge-sharing.
• Complete designated skill and performance milestones (e.g., product knowledge certifications, sales training benchmarks) within defined timelines.
• Achieve and maintain mastery in key competencies such as member engagement, consultative sales, digital tool adoption, operational accuracy, and compliance.
• Maintain a 95% or above average on sales and service QA observations month over month.
• Perform other duties and special projects as assigned.

Requirements

• Retail banking experience is a plus.
• High school diploma or equivalent required.
• Previous branch experience preferred, including sales and service.
• Availability to work overtime and Saturdays is required.
• Ability to multi-task and manage time effectively in a high-volume environment.
• Strong interpersonal, oral, and written communication skills.
• Highly ethical and detail-oriented.
• Proficiency in Microsoft Office Suite.
• Technologically proficient.

Why you'll be a good fit

Our Core Values—Results, Agility, Integrity, Belonging, and Ownership—are integral to who we are and who we hire. By living these values daily, we attract top talent, achieve unsurpassed results, and continuously challenge ourselves to improve.

Pay

The pay range for this position is between $20–$36.14 per hour. Actual base pay may vary depending on job-related knowledge, skills, experience, and location. Employees may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime.

Benefits

• Flexible paid time off.
• 11 paid holidays annually.