Member Service Representative 2

Job Description

Job Description

Description:

Position Summary

The Member Service Representative II (MSR II) provides high-quality service to credit union members by handling routine and complex transactions, opening accounts, and servicing and processing consumer loan requests. This role supports members in person, by telephone, and through digital channels while promoting credit union products and services. The MSR II serves as a knowledgeable resource to members and may assist in mentoring less experienced staff.

Essential Duties and Responsibilities

• Provide exceptional member service in alignment with the credit union’s service standards and values
  
• Perform routine and complex teller transactions, including deposits, withdrawals, transfers, payments, and cash handling
  
• Open and maintain consumer accounts, including checking, savings, certificates, IRAs, and other deposit products
  
• Process consumer loan applications (auto, personal, credit cards, etc.), including interviewing members, gathering documentation.
  
• Educate members on credit union products and services to identify solutions that meet financial needs
  
• Resolve member inquiries, issues, and complaints with professionalism and efficiency
  
• Assist members with online banking, mobile apps, debit cards, and other electronic services
  
• Ensure compliance with all credit union policies, procedures, and applicable regulations (BSA, AML, OFAC, etc.)
  
• Support branch operations and assist with training or mentoring MSR I staff as needed
  
• Perform other duties as assigned
  

Requirements:

Knowledge, Skills, and Abilities

• Strong knowledge of credit union deposit products and consumer lending
  
• Excellent interpersonal and communication skills
  
• Ability to handle confidential member information with discretion
  
• Strong attention to detail and accuracy
  
• Effective problem-solving and decision-making skills
  
• Sales and service-oriented approach with the ability to cross-sell products
  
• Proficiency with core processing systems and standard office technology