Member Service Representative

Job Description

Member Service Representative | Credit Union

The Tone:
This is a full-time role at Credit Union. The Credit Union is dedicated to providing efficient, accurate, and high-quality financial services to its members. In this position, you will be on the front lines, directly responsible for handling member account transactions and actively participating in the promotion of valuable Credit Union products and services. Your contribution is essential for maintaining the organization’s set quality service standards and fostering strong relationships with both existing and potential members.

The TL;DR
• Role: Full Time
• Type: Full Time
• Mission: This person is responsible for accurately processing member transactions and proactively identifying and addressing members’ financial needs through product and service offerings.

What You’ll Actually Do
• Transaction Processing: Efficiently and accurately process a comprehensive range of routine member account transactions, including deposits, withdrawals, loan payments, transfers, wire transfers, Cashier Check purchases, loan and VISA advances, managing lobby drop transactions, and assisting with account closures.
• Daily Operations: Accurately balance your individual cash drawer on a daily basis, diligently process direct deposit forms and incoming daily mail, and provide essential dual control support for balancing the main cash vault.
• Member Engagement & Sales: Proactively identify members’ financial needs during interactions and confidently offer relevant credit union products and services, or make appropriate referrals to specialized representatives. You will actively participate in campaigns, contests, member outreach, and regular meetings to meet assigned performance goals.
• Record Keeping & Compliance: Meticulously record and track all member interactions, referrals, and sales activities, strictly adhering to established credit union policies and procedures, while always maintaining the highest level of integrity in every action.
• Support & Inquiries: Participate in assigned AML/BSA compliance training and strictly adhere to all related credit union policies and procedures, including CTR rules, suspicious activity referrals, OFAC comparisons, and proper identification of individuals. Additionally, you will answer basic member inquiries and conduct routine account research as needed.

The Must-Haves
• Background: This role requires a minimum of a High School Diploma or equivalent.
• Experience: You should bring at least one year of direct customer service experience, demonstrating your ability to interact effectively with individuals.
• Skills: Essential skills include effective human relations and strong communication abilities, a professional appearance and demeanor, and a genuine willingness to train and learn how to accurately identify member needs to effectively offer or refer credit union products and services.
• Bonus: While not required, preferred candidates will have prior cash handling experience.