Member Services Representative

Job Description

Job Description

About Us

At Montana Credit Union, we believe dedication is the heart of our business. Through a sense of purpose and commitment to our members, our community, and each other, we know that our efforts have a meaningful impact on the lives of others.

We are currently hiring for a Member Service Representative with experience in the financial services industry. A member Service Representative at Montana Credit Union works closely with members to help them realize their financial goals, hopes, and dreams.

We offer competitive pay, a host of benefits, and the stability of an organization that has been serving our community for 85 years. Your experience matters here — and so does the impact you make. If you’re looking for meaningful work with a stable, member-focused organization, we invite you to learn more.

POSITION SUMMARY 

The Member Services Representative provides knowledgeable, accurate, and professional assistance with memberships, accounts, financial transactions, cards, digital banking services, and other member service needs. This position opens and maintains memberships and accounts, processes authorized transactions and service requests, and provides accurate information about Montana Credit Union's products, services, policies, and procedures. 

Member Services Representatives assist members in person, by telephone, and through digital channels; research account questions and discrepancies; and provide practical, solutions-focused support. The position identifies member needs, recommends appropriate products, services, and resources, resolves routine concerns within assigned authority, and coordinates with other employees or departments when additional review or specialized assistance is required.

Guided by Montana Credit Union’s core values of Innovation, Dedication, Empowerment, and Authenticity, this role contributes to meaningful member experiences by building trust, providing timely and accurate information, and proactively identifying products and services that align with members’ financial needs. A high level of professionalism, attention to detail, and commitment to service excellence are required.

COMPETENCIES 

• Member Focus: Provides attentive, courteous, and responsive service; identifies member needs and takes appropriate ownership of requests through resolution or referral.
• Accuracy & Attention to Detail: Completes account opening, maintenance, transaction, card, and operational responsibilities carefully and consistently while protecting member information and credit union assets.
• Dependability & Accountability: Arrives prepared, follows through on responsibilities, manages assigned priorities, and takes ownership of member and operational needs.
• Communication & Collaboration: Communicates clearly and professionally and works cooperatively across departments to support members and coworkers.
• Problem Solving & Judgment: Research member and account questions, evaluates available information, applies established procedures, and recognizes when additional guidance or authority is required.
• Adaptability: Adjusts effectively to changing member needs, workloads, technology, procedures, priorities, and operational demands.
• Learning & Development: Accepts coaching, uses available resources, asks appropriate questions, participates in cross-training, and actively develops knowledge of credit union products, services, systems, and procedures.

KNOWLEDGE, SKILLS & ABILITIES 

• Working knowledge of customer or member service practices and the ability to develop proficiency in credit union products, services, account structures, and delivery channels.
• Ability to accurately open and maintain memberships and accounts, process authorized transactions, and complete member service requests within assigned authority.
• Ability to interpret and follow financial institution policies, procedures, regulatory requirements, security standards, and internal controls while maintaining confidentiality and exercising appropriate judgment.
• Strong verbal and written communication, active-listening, and interpersonal skills, including the ability to clearly explain account information and financial services.
• Strong research and problem-solving skills with the ability to use available systems and resources to resolve routine questions and recognize when additional guidance or escalation is required.
• Proficiency with general computer technology and the ability to learn and effectively use credit union systems and digital platforms.
• Ability to organize work, manage multiple priorities, maintain accuracy in a fast-paced member-facing environment, and work effectively both independently and collaboratively.

MINIMUM QUALIFICATIONS 

• High school diploma or equivalent required.
• One year of customer or member service experience required; financial institution, account servicing, or related experience preferred.
• Must be a commissioned Montana Notary Public or have the ability to obtain and maintain a Montana Notary Public commission within a timeframe established by Montana Credit Union.

SALARY 

• $18.00 Hourly DOE

BENEFITS

• High-Deductible Health Plan, which includes Dental & Vision
• Health Savings Account with employer match
• Lifestyle Spending Account with employer contribution
• Voluntary Insurance (Life, AD&D, Critical Illness & Accident)
• Group Life Insurance
• Paid Time Off
• Paid Federal Holidays
• Employee Assistance Program
• 401k with employer match