Member Service Representative

Member Service Representative

The Member Service Representative (MSR) plays an important role in creating exceptional experiences for our members. In this position, the MSR enthusiastically assists members with a variety of services, including opening and closing accounts, renewing certificate accounts, helping resolve checking or bookkeeping questions, and initiating loan applications. The MSR also provides guidance on Credit Union products and services while performing a range of account maintenance tasks to ensure members' financial needs are met.

MSRs actively identify opportunities to introduce members to products and services that may benefit them, strengthening relationships and supporting the Credit Union's growth. They work closely with teammates to support daily branch operations, assist during busy periods, and help maintain smooth workflow throughout the branch.

When members have complex questions or needs, the MSR connects them with the appropriate subject matter experts to ensure they receive the best possible support. As a valued member of the team, the MSR collaborates with colleagues to continuously improve processes while delivering the friendly, knowledgeable, and member-focused service that reflects the Credit Union's vision and commitment to our communities.

Essential functions and basic duties include delivering exceptional member service by building meaningful relationships and identifying solutions that support members' financial well-being. The MSR educates members on Credit Union products, services, and policies while recommending solutions that best meet their needs. They proactively identify opportunities to deepen member relationships through thoughtful and professional cross-selling of Credit Union services.

The MSR opens, closes, and maintains member accounts, including processing account changes, ordering checks, and managing safety deposit box rentals. They ensure all member information, documentation, and account records are complete, accurate, and maintained in accordance with Credit Union standards. The MSR responds to member inquiries and resolves issues promptly and professionally by researching concerns, gathering necessary information, and providing clear follow-up.

Position requirements include a high school diploma or equivalent, minimum of two years of experience in a Universal Service Representative, Member Service Representative, or similar retail banking or financial services role, and experience assisting members with account servicing, transaction processing, and financial service solutions preferred.