Member Service Representative

Position Overview 

We are seeking an experienced Member Service Representative to serve as the primary point of contact for credit union members. This role is responsible for providing exceptional member service, opening and servicing accounts, processing transactions, resolving member inquiries, and promoting financial products and services. The ideal candidate is service-oriented, detail-oriented, self-motivated, and able to work independently while maintaining the highest level of confidentiality and professionalism.

Key Responsibilities

• Serve as the primary liaison between members and the credit union.
• Greet members and visitors professionally while delivering prompt, accurate, and courteous service.
• Respond to member inquiries through phone, email, walk-ins, member relationship software, and call center tickets.
• Open new accounts and service existing member accounts.
• Prepare new account documentation and educate members on available products and services.
• Perform account maintenance requests while ensuring proper authorization and documentation.
• Assist members with debit and credit card-related requests, including card replacement and mailing.
• Promote credit union products and services based on each member's financial needs.
• Answer incoming phone calls and provide account information and general assistance.
• Maintain the confidentiality and security of all member information.
• Ensure compliance with all applicable policies, procedures, and regulatory requirements.
• Perform additional duties as assigned.

Backup Teller Responsibilities

• Process member deposits, withdrawals, loan payments, and credit card payments.
• Verify checks, endorsements, signatures, and available account balances.
• Cash checks and accurately process cash transactions.
• Place holds on accounts for uncollected funds in accordance with established policies.
• Record transactions accurately within the core banking system and provide transaction receipts.

Required Qualifications

• Minimum of 2 years of member/customer service experience within a credit union or banking environment.
• Previous cash handling experience in a credit union or bank.
• Ability to work independently with minimal supervision.
• Self-motivated with strong organizational skills.
• Team-oriented with the ability to collaborate effectively.
• Strong attention to detail and commitment to accuracy.
• Excellent customer service, interpersonal, and communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Ability to maintain confidentiality and exercise sound judgment.
• Proficiency with Microsoft Office applications.
• Experience with DNA core banking system is a plus.

Knowledge, Skills & Abilities

• Ability to work independently or collaboratively within a team environment.
• Strong verbal and written communication skills.
• Excellent problem-solving and member service skills.
• Ability to remain professional and composed while handling sensitive or complex member situations.
• Comfortable working under deadlines while maintaining a high level of accuracy.
• Ability to manage multiple priorities simultaneously.
• Demonstrated ability to handle confidential information with discretion.

Additional Requirements

• Credit union and/or banking experience as a Member Service Representative is required.
• Candidates must be able to work with minimal supervision.
• Candidates must be dependable, self-sufficient, and work effectively as part of a team.
• Employment is contingent upon a satisfactory credit check. Candidates must have no bankruptcies or outstanding collections.