Universal Member Service Representative I (73550)

About the role

The Universal Member Service Representative I serves as a key member of the branch team, driving a service-driven, hospitality-focused member experience within the branch network. This role proactively engages new and existing members to build meaningful, consultative relationships, explore financial needs, and provide solutions-oriented support to help members achieve their financial goals.

Responsibilities

• Supports, demonstrates, and promotes the Credit Union SERVICE culture by consistently demonstrating a commitment to the Credit Union’s principles of equity and belonging.
• Serves as a welcoming presence in the branch, driving lobby management by greeting members and guests promptly, managing lobby flow, and guiding them to appropriate resources or remote channels.
• Prioritizes consultative conversations, active listening, and relationship building to deliver thoughtful, personalized solutions.
• Delivers a consistent, high-quality member experience regardless of transaction type or interaction channel (in-person, phone, video, or digital).
• Takes immediate ownership of member inquiries and concerns, resolving issues with care, transparency, and follow-through, while knowing when to escalate complex situations to management.
• Builds, deepens, and sustains member relationships by educating members on credit union products, services, and available resources.
• Conducts effective, needs-based financial conversations to uncover member goals and recommend appropriate solutions that support long-term member value.
• Fosters member, deposit, and lending growth through consultative interactions and proactive member engagement initiatives (including CU2U efforts).
• Origins consumer loan applications, educates members on loan products, and guides them through the process while managing expectations and status updates.
• Collaborates cross-functionally with specialized partners (e.g., investment services, mortgage, financial coaching) to ensure timely referrals and seamless, coordinated member support.
• Supports the execution and integration of the credit union’s financial coaching program within the branch.
• Completes the intake process and conducts initial pre-coaching reviews (credit report overview, budget review, and goal setting) for members interested in or referred to the program, facilitating smooth warm handoffs to designated financial coaches.
• Balances exceptional service delivery with operational accuracy, discipline, and efficiency.
• Performs fluent, accurate financial transactions in accordance with credit union policies, procedures, and regulatory requirements (including BSA, USA PATRIOT Act, and cash controls).
• Maintains strict responsibility for assigned cash and negotiable instruments using dual control and cash handling best practices.
• Ensures all documentation, forms, and loan stipulations are complete, accurate, and processed in a timely manner using established checklists.
• Incorporates fraud prevention practices—including Know Your Member (KYM) and Red Flag guidelines—to protect member data and credit union assets.

Qualifications

• High School Diploma or General Education Development (GED)
• Six (6)-months to two (2) years of related member service experience in a Credit Union or financial services environment
• Equivalent combination of education and experience may be considered
• Strong member service and relationship-building skills
• Effective verbal and written communication skills
• Ability to identify member needs and recommend appropriate solutions
• Strong attention to detail and accuracy
• Ability to exercise sound judgment and resolve routine member concerns
• Basic computer skills and ability to learn new systems and technology