Member Service Representative

Description:

Part-Time Position: Up to 29 hours a week

JOB SUMMARY

Perform a wide range of transactional duties to serve members by receiving or paying out funds with high accuracy. Maintain accurate transactional records. Provide a variety of member savings, share draft/checking, and credit account transactions, as well as member services such as sales of money orders and cashiers checks.

ESSENTIAL FUNCTIONS

Key Responsibilities:

Member Service & Transactions

• Greet members warmly and provide prompt, courteous, and accurate service.
• Represent the credit union in a courteous and professional manner.
• Process member transactions including deposits, withdrawals, loan payments, transfers, check cashing, and other over-the-counter requests.
• Issue cashiers checks, money orders, and process coin/currency orders and redemptions.
• Balance individual cash drawer daily and investigate discrepancies promptly.
• Adhere to cash handling and security policies and procedures.
• Maintain and balance a cash drawer daily to ensure physical cash counts match computer-generated counts.
• Count, verify, and package coins and currency to be sold or bought from the vault.
• Ensure the teller station and teller line are properly stocked with paper products, brochures, forms, and supplies.

Account Support & Member Assistance

• Answer member questions about accounts, transactions, and credit union policies.
• Assist with basic account maintenance, such as address changes or check order requests.
• Provide basic information about loan products and guide members to appropriate team members for lending services.

Product Promotion & Cross-Selling

• Identify member needs through conversation and transaction review.
• Proactively recommend products and services to improve the members financial well-being.
• Participate in branch promotions, referral contests, and product knowledge training.
• Cross-sell credit union products and services such as but not limited to auto loans, credit cards, and financial literacy.

Compliance & Documentation

• Follow all applicable regulations and internal procedures (e.g., Bank Secrecy Act, OFAC, Reg CC).
• Maintain member confidentiality and secure handling of sensitive information.
• Ensure proper documentation and identification are collected for all transactions.
• Comply with Federal regulations for the processing of holds on accounts.
• Comply with BSA and CIP policy to ensure proper identification of members.
• Maintain accurate daily records to ensure proper maintenance of documents for auditing and exam purposes.
• Research and resolve any cash count discrepancies, reporting any unresolved discrepancies to a supervisor immediately.

Branch Operations

• Maintain clean and organized teller stations and public spaces.
• Assist with opening/closing procedures, as scheduled.
• Contribute to branch success by supporting team members and participating in staff meetings and training.
• Other duties as assigned by President/CEO or Executive Management.

Vault Teller Responsibilities (if assigned)

• Maintain and balance the branch vault and/or coin machine daily.
• Order, receive, and ship currency/coin according to policy.
• Distribute and collect cash from individual teller drawers.
• Perform cash audits and maintain vault logs and security procedures.
• Serve as backup for other branch operational tasks as needed.

Requirements:

COMPETENCIES/SKILLS

Excellent Oral and Written Communication

• Member Focus
• Promoting Skills
• Ethical Conduct
• Decision Making
• Excellent interpersonal and communication skills.
• Ability to work in a fast-paced team-oriented environment
• Basic computer and math skills.
• Strong attention to detail, accuracy, and integrity.

REQUIREMENTS/QUALIFICATIONS

• High School Diploma or Equivalent
• Prior cash-handling and customer service experience strongly preferred.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

While performing the duties of this position, the employee is regularly required to:

Sit or stand for extended periods of time.

Use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

Speak and hear clearly to communicate with members, coworkers, and vendors.

Occasionally lift and/or move up to 50 pounds (such as files, office supplies, or cash boxes).

Reach, bend, or stoop as needed to access files or office equipment.

Maintain visual acuity to review detailed documents, reports, and computer screens.

Work Environment:

Work is generally performed in a professional office or branch setting.

The noise level is typically quiet to moderate.

The position involves frequent contact with members and requires a professional and friendly demeanor.

May occasionally require travel between branches or attendance at community events, meetings, or training sessions.

Compliance with all Credit Union safety, security, and confidentiality standards is required.

The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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