Member Service Representative

Job Description

Job Title: Member Service Representative

Company: GreenState Credit Union

Location: US-IA-Iowa City

Job ID: 2026-4593

Type: Regular Full-Time

# of Openings: 1

Category: Retail

Overview

The Member Service Representative (MSR) is a critical front-line role, serving as the face of GreenState Credit Union to its members. The primary responsibilities include providing quality, responsive, and professional service to all members and staff in daily transactions and inquiries. MSRs provide information and answer questions regarding transactions and all Credit Union products and services. This position is vital for service excellence, with a focus on being member-centric, accurate, demonstrating integrity, fostering teamwork, and continually seeking improvements.

GreenState Culture

At GreenState, the purpose is to create lasting value for members, communities, and one another. The credit union empowers its teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities served. GreenState believes its success is rooted in fostering an engaging, diverse, and inclusive workplace where everyone feels valued, their work makes an impact, and their commitment to living values brings the mission to life.

Hours & Compensation

• Work Schedule: Monday-Friday, 8:15 AM – 5:15 PM, with rotating Saturdays.
• Pay Range: $17.39 – $20.33/hr
• Additional Benefits: Monthly incentive opportunity and a progressive benefits package.

Responsibilities

The Member Service Representative performs essential duties and responsibilities, which may include, but are not limited to, the following:

• Adhering to Credit Union Service Standards in alignment with GreenState’s mission and vision.
• Demonstrating a positive member service focus at all times, greeting members and guests promptly with a smile, eye contact, using their name, and thanking them for their business.
• Exhibiting teamwork in all interactions with coworkers and in completing duties.
• Ensuring confidentiality of member information and account records, requesting identification when necessary, and providing information only to primary or joint owners.
• Supporting a diverse and inclusive work environment.
• Making weekly outbound service calls to members.
• Answering member questions or referring members to appropriate departments or supervisors.
• Assisting with member account discrepancies, statement problems, and complaints, escalating as necessary.
• Performing various member transactions including deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, and sale of money orders, cashier checks, savings bonds, and promotional sales materials.
• Building member relationships by recognizing financial needs and offering appropriate GreenState products/services or referring to specialized departments (Wealth Management, Commercial, Mortgage, GreenState Insurance, etc.).
• Maintaining a satisfactory balancing record.
• Educating members and staff on the features and benefits of all products and services.
• Referring products and services that benefit members to achieve team goals.
• Accepting and examining checks for endorsements and negotiability, determining fund availability based on regulations and policy, and placing holds on accounts for uncollected funds with proper documentation.
• Processing mail and night deposit transactions.
• Completing all necessary forms, including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, and member check orders.
• Participating in opening and closing procedures, organizing the MSR area, turning off equipment, and securing confidential information at day’s end.
• Completing daily work, including balancing and reconciliation of drawer outages.
• Monitoring and managing the vault, including cash disbursements, balancing, and end-of-day lock-up, ensuring adequate but not excessive funds.
• Assisting in security procedures, including access to and accountability for office keys and combinations.
• Balancing, maintaining, and correcting the coin machine and cash recyclers.
• Playing a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events.

Qualifications

• Interpersonal skills to represent the Credit Union in a positive way.
• High energy with the ability to approach individuals, engage in conversation, build rapport, and establish/maintain member loyalty.
• Thorough knowledge of deposit products and regulations.
• Accuracy in handling cash, recording daily transactions, and attention to detail.
• Good telephone manners and techniques.
• Ability to work with minimal direction and exercise sound judgment.
• Member account problem-solving skills.
• Proficiency with related computer applications, spreadsheets, word processing, and database applications.
• Ability to develop and maintain effective working relationships as a cohesive team.
• High school diploma or the equivalent (i.e., GED).
• Cash handling, sales, and customer service experience desired.
• Must be bondable.
• Ability to report to work punctually, work all scheduled hours, and overtime as necessitated by business demand.

Reporting Relationship

Reports to the Vice President/Branch Managers as assigned.

Supervisory Responsibilities

This position is not responsible for the supervision of other employees.

Equal Opportunity Employment Statement

GreenState Credit Union is an EEO/AA Employer. We strongly encourage all individuals to apply for openings with the credit union.