Member Service Representative I

Job Description

Job Description

JOB TITLE: Member Service Representative I

JOB CODE: MSR I

EMPLOYER: Natco Credit Union

DEPARTMENT: Member Services

REPORTS TO: Branch Manager

EFFECTIVE DATE: 09/23/2020

REVISED DATE: 01/01/2026

SUMMARY: Assists members and potential members with their Credit Union needs; explains services, sets up new sub-savings accounts, troubleshoots problems, and directs members to the appropriate staff. DUTIES AND RESPONSIBILITIES:

• E Receives and processes member financial transactions, including check cashing, deposits, withdrawals, transfers, loan and credit card payments, cash advances and line-of-credit advances. Sells money orders, cashier checks, and stamps. Balances cash drawer and makes settlement of daily activity. Maintains member account information and confidentiality.
• E Assists members with opening sub-savings accounts; assists members with home banking resets, ordering checks; answers questions about products and services and resolves member problems; refers problems that are beyond their authority to direct supervisor and/or branch manager.
• E Identifies appropriate member service and lending cross-sell opportunities; cross-sells Credit Union products and services to the members.
• E Develops, maintains, and demonstrates a working knowledge of overall and department-specific credit union standards, policies, procedures, and applicable state and federal government rules and regulations to ensure compliance. Follows regulatory compliance of BSA/AML and OFAC in all activities. Completes and passes assigned compliance courses.
• N Performs other related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• A high school education or GED.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Good oral and written communications skills. Intermediate computer and keyboarding skills.

COMPETENCIES:

1. Communication – Shares information clearly and respectfully in an efficient and consistent manner, listens actively, manages conflict constructively, maintains confidentiality, and stays open to feedback and new ideas while maintaining professionalism and emotional control.

2. Cultural Excellence – Embodies the organization’s core values — OWN IT, BUILD IT, LIVE IT — by acting with honesty, respect, and accountability; earns trust, keeps commitments, and consistently demonstrates ethical behavior in accordance with compliance standards.

3. Service – Prioritizes member delight by responding promptly, professionally, and empathetically; builds strong relationships, remains respectful and composed, and contributes to a collaborative, team-oriented environment that reflects a service-first culture.

4. Initiative – Demonstrates reliable attendance and punctuality; takes ownership of responsibilities, completes tasks independently, on time and accurately, seeks growth opportunities, and proactively supports team and organizational goals.

5. Flexibility - Adapts well and exhibits resilience to changing priorities, shifting demands, and unexpected challenges. Applies sound judgment to problem-solving and remains composed and solution-focused in dynamic situations.

GOALS:

• To serve an average of 75 members per day either in person, by phone or text.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to sit, talk, hear, utilize hand and finger dexterity, work for extended periods of time as necessary to accomplish objective, goals and projects, view computer monitor, read documents and procedures necessary to the daily performance of essential functions, perform repetitive motion and movements of the wrists, hands and/or fingers and operate standard office equipment, including a personal computer, telephone and photocopier.
• While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.
• The employee must:
  • occasionally lift and/or move up to __50__ pounds.
• Additional remarks regarding work environment: Work is conducted at a standing workstation which includes a high desk chair.
• Specialized equipment, machines, or vehicles used: Driving personal vehicle and traveling for moderate periods of time as needed. Commuting to and from work may involve driving during inclement weather.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.