Member Service Representative

Member Service Representative

The High School Member Service Representative provides accurate, professional, and friendly service to Purdue Federal members and potential members. This role processes transactions, assists with basic account questions, and supports sales efforts by referring appropriate products and services. The MSR helps the branch meet production goals through effective relationship building and exceptional service.

Employees must maintain current knowledge of credit union products, services, policies, and regulatory requirementsincluding BSA, OFAC, CIP, SAFE Act procedures, and all internal guidelines.

Duties & Responsibilities (Essential Functions)

• Process member transactions accurately and efficiently in accordance with balancing standards.
• Provide professional service by answering questions, assisting with basic account needs, and resolving routine member concerns.
• Educate members on products and services to support financial wellness.
• Identify member needs and make quality referrals to deepen relationships.

• Support sales efforts by promoting products and services aligned with member needs.
• Contribute to branch production goals through referrals and member engagement.
• Maintain strong product and system knowledge through training and ongoing learning.

• Follow all federal and state regulations, including BSA, OFAC, CIP, and other compliance standards.
• Adhere to internal policies and procedures, including opening and closing routines.
• Protect non-public member information (NPI) and follow all security protocols.

• Participate in cross-training to support branch coverage and skill development.
• Take ownership of professional growth through training, feedback, and continuous learning.
• Contribute to a positive, team-oriented, member-focused environment.

• Represent the organization within the school by promoting brand, values, and services.
• Participate in school activities and events to support outreach and awareness initiatives.
• Provide information and resources to help students, parents, and staff improve financial understanding.

Additional Requirements:

• Strong communication skills that are professional, clear, and courteous.
• Basic proficiency with Microsoft Office products.
• Ability to learn new systems and processes.
• Strong member service skills, including friendliness, patience, and professionalism.
• Basic problem-solving skills and willingness to ask questions when needed.
• Ability to represent the organization in a positive and trustworthy manner.
• Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors, and company contacts.
• Ability to follow the core values of honesty, integrity, mutual respect, pride, and ownership.

Qualifications

Education

Currently enrolled in high school or better.

Experience

Previous customer service experience preferred.