Member Service Representative I/Member Service Representative II

Member Service Representative

People's Credit Union is built on the belief that members and employees should feel a sense of belonging. Based on our core values, we created that feeling by design to offer you a genuine sense of community where you are supported personally and professionally.

If you work here, you belong here.

Your values align with ours.

We hire employees whose core values match our own. We can train for competency, but if you're also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.

Your voice is heard.

Here, hierarchy doesn't drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.

Your team makes you stronger.

Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.

Your future is bright.

We recognize that careers are not always straight lines. Professional development is a shared responsibility. We are committed to providing opportunities and resources to help you navigate your career paths and achieve your goals. Let's work together to foster growth and development in our organization.

What you'll gain.

Growth and development.

• Emerging leaders program designed for high potential employees
• Proven career mobility: 21 program participants promoted or transferred (14 into leadership roles), 16 overall promotions in calendar year 2025, 9 transfers for advancement in calendar year 2025

Benefits that support you.

• Medical, dental (BCBSRI), and vision (VSP) coverage
• 401(k) and Roth options with a competitive employer match
• Performance based incentive (target 4% of salary)
• Employee discounts on loan products

Time & flexibility.

• Paid day off for annual primary care visit
• Paid volunteer day + company-wide "Day of Purpose"
• 100% employee participation in community service in 2025

Culture & connection.

• Highly engaged workforce 94% participation in most recent engagement survey
• Open-door, "ask anything" culture
• Employee events and team connection opportunities

Member Service Representative I

Position summary.

This position delivers a wide variety of service to our members by providing an extraordinary experience through service window transactions, new account opening, account servicing, and member relationship growth.

Essential responsibilities and accountabilities.

• Member service.
• Displays a high level of accuracy and efficiency when conducting member transactions, maintains accurate records of all transactions. Balances processed transactions within balancing guidelines.
• Assists members in establishing account relationships and services, utilizing in branch, telephone, and email opportunities.
• Provides account servicing and maintenance.
• Demonstrates ownership of member requests, uses available resources to ensure timely follow-up and effective resolution.
• Branch operations.
• Participates in required training and adheres to written policies and procedures of the credit union including BSA, OFAC, and security.
• Contributes to daily operations of a branch and end of day branch balancing.
• Assists in the daily procedural balancing of automated teller machines (ATMs).
• Member growth.
• Demonstrates a solid working knowledge of credit union products and services. Properly and enthusiastically looks for member growth opportunities and refers members to the appropriate resource(s).
• Maintains proficiency and knowledge of various bank channels and services to include ATM/debit cards, online banking, mobile banking, bill pay, and other services.
• Ensures members are aware of all channels through education and in branch demonstration.
• Meets assigned member service, relationship growth, and retention goals which contribute to the success of the team.

Key behavioral competencies

Initiative.

Individuals effective at this competency are able to take effective action without being directed. When they see a need or are given a goal, they take full ownership and act on it without waiting for someone to tell them what to do or how. They seek out guidance when needed so they are able to achieve goals. They make things happen.

Learning agility.

Individuals effective at this competency are curious and are constantly seeking the "why" behind everything. They enjoy obtaining new information and seek it out. They can effectively apply new knowledge and inspire others to do the same.

Team player.

Individuals effective at this competency identify with the larger organizational team and their role within it. They are willing and readily share resources, respond positively to requests from other parts of the organization, and support organizational goals. They have empathy for others' roles and responsibilities and support all members of the organization.

Dependability & reliability.

Individuals effective at this competency understand the importance of consistently meeting commitments and quality of work. They are able to be trusted to be on-time, prepared, and will make decisions that are aligned with the organization's purpose, values and goals. They communicate when they cannot meet commitments and make plans to cover any commitments they are missing.

Active listening.

Individuals who are effective with this competency will be fully present and give undivided attention when someone is speaking. They will give cues both verbally and non-verbally indicating they are engaged in what someone is saying. When the speaker is finished speaking, they paraphrase to confirm understanding of what was being communicated.

Knowledge and skills

• High school diploma or equivalent.
• At least six months cash handling and customer service experience.
• Good oral communication skills.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to use basic math skills and spell accurately up to a high school graduate level.

ADA requirements

Physical requirements.

• Able to bend, sit or stand for varying periods of time in order to perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary (including weekends).
• Ability to operate routine equipment (i.e. telephone, calculator, copier).
• Must be able to work additional hours whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

Working conditions.

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Member Service Representative II

Position summary.

The member service representative II provides solutions to members' financial needs by providing quality service to members through effective needs-based recognition, handling member concerns and inquiries, and performing transactions with accuracy in a positive and professional manner. The primary role of the member service representative II is to build trusting relationships with our members, recommending financial solutions based on our member needs.

Essential responsibilities and accountabilities.

• Member service.
• Assist members in establishing account relationships as it relates to credit union products and services, utilizing in branch, telephone, and email opportunities.
• Respond to member inquiries and evaluate their needs. Properly and enthusiastically look for growth opportunities and direct members to the appropriate resource.
• Maintain proficient knowledge of bank channels to promote ATM/debit card usage, Alkami product and services, mobile banking, and bill pay.
• Demonstrate ownership of any customer problem or request by utilizing available resources and following up to ensure effective resolution and member satisfaction.
• Meet assigned member service and retention goals contributing to the success of the team.