Member Service Representative Lead

Join Center Parc Credit Union as a Member Service Representative Lead and play a key role in delivering exceptional service while supporting the success of our branch team. We are seeking candidates with 4+ years of experience in a credit union, bank, or other financial institution, along with a passion for building relationships, coaching others, and delivering outstanding member experiences. In this hands-on Lead position, you'll provide expert guidance to members and teammates while helping fulfill our mission of helping members achieve financial success.

Title: Member Service Rep Lead

Position Status – Full Time non-exempt (Hourly)

Reports To: Branch Manager or Assistant Branch Manager

Target hiring pay range: $21.75 - $27.19 per hour

The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position The actual compensation for this position may vary based upon, but not limited to, licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector.

We believe great work is to be rewarded with great benefits. Our benefits include, but aren’t limited to, Medical coverage with generous company contributions, Dental with employee only coverage paid by the company, Vision with employee only coverage paid by the company, Paid Time-Off, 401k plan with a defined company match, company paid long-term disability, short term disability, and company paid holidays.

Purpose : The primary purpose of this position is to assist Center Parc Credit Union (CPCU) to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.”

The Member Service Rep Lead proactively engages in providing quality-driven member services to existing and potential members of the Credit Union. This includes, but is not limited to, engaging members in dialogue to ensure timely processing of payment and transfer services, opening new accounts, ensuring that product recommendations are aligned with member needs, and building positive relationships with members and peers. Depending on their assignment, the Member Service Rep Lead from time to time may perform all or a portion of the tasks listed herein, but all incumbents are expected to be proficient in each task over time.

Essential Duties and Responsibilities: Other duties may be assigned.

1. Adhere to and deliver on Center Parc’s core values:
   1. Serve Exceptionally
   2. Commit to Better
   3. Find the Fun
   4. Invest in Integrity
   5. Follow the Numbers
   6. Go Forth and Conquer
   7. Protect with Passion
2. Model leadership and service expectations by providing exceptional in-branch service to members, consistently executing, and reinforcing CPCU’s service standards, and providing procedural guidance and subject matter expertise to front-line branch team members.
3. Serve as the designated lead by assigning daily work to front-line branch team members, observing performance, and collaborating with the Assistant Branch Manager and Branch Manager to ensure consistent coaching, processes, and procedures.
4. Support the onboarding and skill development of new and existing front-line team members by demonstrating expected behaviors and reinforcing daily work expectations.
5. Serve as the first point of escalation for routine member service issues and facilitate timely, consistent resolution.
6. Exercise override authority within established limits and demonstrate sound judgment and prudence when determining check holds, waiving or refunding service fees, and resolving other member transactions or service needs.
7. Process member transactions, including Visa payments, transfers, loan payments, deposits, U.S. Savings Bond transactions, and cash advances.
8. Complete service requests, clerical duties, and research necessary to resolve member inquiries and concerns.
9. Connect members with internal business partners when their inquiries or concerns cannot be resolved at the branch level.
10. Open new member accounts, update existing accounts, and establish share and loan allocations.
11. Recommend credit union products and services aligned with each member’s needs.
12. Maintain up to date knowledge of all retail and account opening procedures; Follows all practices that have been put in place to mitigate fraudulent activity and unnecessary risks.
13. Maintain up to date product knowledge; has a full understanding of the features and benefits of the products and services offered by the credit union.
14. Use product knowledge and consultative service skills to address member skepticism or objections when a recommended product or service is in the member’s best interest.
15. As needed or required, maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer.
16. Comply with all aspects of BSA/AML and OFAC regulations as they relate to this position.
17. Other duties as assigned.

Supervisory Responsibilities: No direct reports. Serves as the designated lead by guiding, coaching, and assigning daily tasks to front-line team members and coordinating with internal and external partners through indirect or matrixed working relationships.

Qualification Requirements : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/pr ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED Education and/or Experience:

• An associate’s degree in business, Business Administration, or related field of study; 2 years of related work experience or 2 years of college course equivalent in lieu of degree
• 4 years of related work experience in banking, financial services, insurance, or credit unions
• 10-Key calculator, typing and keying skills, and working knowledge of Microsoft Office software

PREFFERED Education and/or Experience:

• A bachelor’s degree in business management, Business Administration, or related field of study
• Two years of experience in a lead, member-facing role within a credit union
• Prior experience completing transactions in Symitar, and Meridian Link

Physical Job Requirements:

Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and/or carry weights of 5 to 25 pounds.

Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. Center Parc Credit Union prohibits harassment based on the same protected classes and criteria.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.

Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check, and satisfactory proof of your right to work in the U.S.