Member Relations Guide

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 our efforts have a meaningful impact on others' lives.

We are currently hiring for a Member Relations Guide with experience in the financial services industry. Member Relations Guide at Montana Credit Union works closely with members to help 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 Relations Guide provides knowledgeable, responsive member service and flexible operational support across a broad range of credit union functions. As a highly visible point of contact within the branch, this position welcomes members, identifies their needs, resolves routine service requests within assigned authority, and connects members with the appropriate employee or department when additional assistance is required.

The Member Relations Guide supports account servicing, cards, digital banking, lending and collateral activities, branch operations, and administrative functions. The position requires broad knowledge of Montana Credit Union's products, services, systems, procedures, and internal resources, along with the ability to adjust priorities based on member traffic, service queues, staffing, and operational needs. The frequency and combination of responsibilities may vary by branch location and business need.

Guided by Montana Credit Unions 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; actively identifies member needs and takes appropriate ownership of requests through resolution or referral.
• Accuracy & Attention to Detail: Completes account servicing, card, lending, 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: Evaluates routine service and operational situations, uses available resources to identify appropriate solutions, and recognizes when additional guidance or authority is required.
• Adaptability: Adjusts effectively to changing member traffic, branch needs, service queues, technology, procedures, staffing, and assigned responsibilities.
• Learning & Development: Accepts coaching, uses available resources, asks appropriate questions, participates in cross-training, and actively develops knowledge across multiple credit union functions.

KNOWLEDGE, SKILLS & ABILITIES

• Working knowledge of customer or member service practices and the ability to develop broad proficiency in Montana Credit Union products, services, procedures, and internal resources.
• Ability to accurately perform assigned member service, operational, lending-support, and branch functions within established training and 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.
• Strong research and problem-solving skills with the ability to use available systems and procedural resources to identify solutions 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 amid changing member and operational needs, 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

• $17.00 per hour DOE

BENEFITS

• High-Deductible Health Plan, which includes Dental & Vision
• Heath 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
• 401 (k) with employer match