Member Service Representative

Member Services Representative

The Member Service Representative is responsible for accurately processing financial transactions and serving as a knowledgeable, dependable resource for members in the branch, drive-thru, or by telephone. This role assists members with their financial needs by conducting transactions, providing guidance on product selection and usage, opening new accounts, and processing consumer loans.

The Member Service Representative proactively seeks cross-training opportunities to better support members and must be flexible in supporting multiple branch locations as needed. This position requires a commitment to providing friendly, professional, and confidential service that promotes a positive member experience.

Major Duties and Responsibilities

• Processes member transactions, answers inquiries, and resolves account discrepancies accurately and efficiently.
• Obtains, verifies, and records information required to provide services, ensuring proper member identification, document legality, and protection of confidential information.
• Accurately records transactions and reconciles teller and branch totals.
• Maintains a thorough understanding of credit union processes, products, and services to effectively assist members.
• Proactively identifies and recommends products and services that best meet member needs, using each interaction as an opportunity to educate members on available offerings.
• Demonstrates strong customer service skills, including attentiveness, tact, and diplomacy, when working with members and coworkers.
• Works toward individual, branch, and credit union goals while ensuring high-quality service.
• Troubleshoots and resolves member and internal inquiries in a timely, professional, and accurate manner.
• Complies with all operational and security procedures, maintaining member confidence and safeguarding credit union information.
• Adheres to all applicable laws and regulations, including but not limited to the Bank Secrecy Act, the USA PATRIOT Act, and Office of Foreign Assets Control (OFAC) requirements.

Experience Required

• Up to six (6) months of similar or related experience, including time spent in comparable or preparatory positions.

Education Required

• High school diploma or equivalent; higher education preferred.