Member Service Representative

Position Overview

The Member Service Representative serves as a liaison between credit union members and the organization, providing exceptional service while assisting with account maintenance, new account openings, member inquiries, and daily banking transactions.

The ideal candidate is service-oriented, detail-oriented, self-motivated, and capable of working independently with minimal supervision. This role requires strong communication skills, a commitment to confidentiality, and the ability to perform a variety of member service functions in accordance with credit union policies and procedures.

Important Requirements

• Credit union and/or banking experience as a Member Service Representative is required.
• Candidate must be able to work with minimal supervision.
• Must be self-sufficient and highly organized.
• Must work effectively as part of a team.
• Credit check required and must be reviewed prior to offer.
  • No bankruptcies
  • No collections

Key Responsibilities

Member Service & Account Support

• Greet and welcome members and visitors in a professional and courteous manner.
• Provide prompt, accurate, and efficient service while processing member transactions.
• Respond to member requests, concerns, and questions via:
  • Phone
  • Email
  • Walk-ins
  • Member relationship software
  • Call center tickets
• Assist members with debit and credit card-related inquiries and issues, including card mailings when necessary.
• Maintain the highest level of member service and professionalism.

New Accounts & Account Maintenance

• Open new member accounts and service existing accounts.
• Establish and maintain new account files and documentation.
• Perform account maintenance activities with appropriate authorization and supporting documentation.
• Provide members with information regarding products, services, and membership benefits.
• Identify member needs and promote relevant credit union products and services.

Teller Functions (Backup Teller)

As needed, perform backup teller responsibilities, including:

• Accept deposits consisting of cash and checks.
• Verify transaction amounts and endorsements.
• Process loan payments and credit card payments.
• Cash checks and disburse funds after verifying signatures and available balances.
• Place holds on accounts in accordance with credit union policies and procedures.
• Process and record transactions through the core banking system.
• Generate and provide transaction receipts.

Compliance & Confidentiality

• Maintain confidentiality and security of member information at all times.
• Ensure compliance with all applicable regulations and internal policies, including:
  • Bank Secrecy Act (BSA)
  • USA PATRIOT Act
  • Office of Foreign Assets Control (OFAC)
• Adhere to all operational, security, and audit requirements.

Administrative Support

• Answer incoming telephone calls and provide account information as appropriate.
• Maintain accurate records and documentation.
• Perform additional duties and special projects as assigned.

Required Qualifications

Experience

• Minimum of 2 years of customer/member service experience within a credit union or banking environment.
• Previous cash handling experience required.
• Experience opening new accounts and servicing member accounts preferred.

Preferred Experience

• Experience with Client/DNA core banking systems.

Knowledge, Skills & Abilities

Communication & Customer Service

• Strong verbal and written communication skills.
• Ability to communicate clearly, professionally, and effectively.
• Demonstrated commitment to providing exceptional member service.

Interpersonal Skills

• Ability to interact professionally with individuals from diverse backgrounds and organizational levels.
• Strong relationship-building and conflict-resolution skills.
• Ability to remain calm and professional in challenging situations.

Organizational Skills

• Strong attention to detail and accuracy.
• Ability to manage multiple priorities and changing workloads.
• Excellent time management and organizational skills.

Work Style

• Ability to work independently with limited supervision.
• Ability to work effectively as part of a team.
• Self-motivated and dependable.

Confidentiality & Compliance

• Ability to exercise discretion and maintain confidentiality regarding member and organizational information.
• Strong understanding of banking compliance and security requirements.

Technical Skills

• Core Banking Systems (Client/DNA preferred)
• Microsoft Office Suite
• Data Entry & Account Maintenance
• Cash Handling & Transaction Processing