Member Services Representative / Teller

Position Summary

The Member Services Representative is responsible for managing the flow of walk-in members at the branch location while delivering exceptional customer service. This role supports branch operations by assisting with member inquiries, assigning requests to appropriate departments, handling administrative tasks, and ensuring efficient communication across teams.

The ideal candidate will have prior banking or credit union experience, strong customer service skills, and the ability to work independently with minimal supervision while maintaining a high level of accuracy and professionalism.

Key Responsibilities

Member Service & Branch Support

• Greet and welcome members in a courteous, professional, and timely manner.
• Provide prompt, accurate, and efficient assistance to members.
• Manage the flow of walk-in members and direct inquiries to the appropriate departments.
• Assist online members with travel notices for debit and credit cards.
• Update member W-8 information as needed.

Administrative Support

• Assign Silver Cloud inquiries to the appropriate staff members.
• Assign inbound emails to appropriate team members for follow-up.
• Handle incoming and outgoing mail and distribute accordingly.
• Extract and provide required documentation for subpoena requests.
• Approve check orders, when applicable.

Office Operations

• Maintain lobby information and ensure materials are current, organized, and fully stocked.
• Ensure copy rooms have adequate office supplies.
• Place office supply orders as needed.
• Support overall branch organization and operational efficiency.

Qualifications

Required

• Minimum of 2 years of customer service or member service experience.
• Previous teller experience within a credit union or banking environment.
• Proficiency with Microsoft Excel and Microsoft Word.
• Ability to work independently with minimal supervision.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a team environment.

Preferred

• Additional experience within a financial institution.

Core Competencies

• Customer Service Excellence
• Attention to Detail
• Communication Skills
• Time Management
• Team Collaboration
• Problem Solving
• Professionalism
• Organizational Skills

Work Environment & Expectations

• Ability to work independently or collaboratively as part of a team.
• Ability to follow written and verbal instructions accurately.
• Strong interpersonal skills with the ability to interact professionally with individuals from diverse backgrounds.
• Ability to maintain composure while working under deadlines, handling multiple priorities, and meeting accuracy standards.
• Ability to manage changing priorities in a fast-paced environment.

Additional Requirements

• Credit check required prior to employment.
• Candidates must demonstrate strong reliability, self-sufficiency, and the ability to work effectively with other team members.