Teller / Member Service Representative

Job Description

Job Description

Description:

The Member Service Representative (MSR) serves as the primary point of contact for our members, delivering exceptional service and financial solutions that improve their everyday lives. At Encompass Credit Union, we are committed to fostering a supportive team environment, investing in employee growth, and making a positive impact in our communities.

In this role, the MSR supports members’ financial needs by processing transactions, maintaining accounts, and recommending products and services that best fit their goals. This position also assists with branch operations, cash handling, and security procedures to ensure efficient and accurate daily operations.

Benefits

• 100% employer-paid medical, dental, and vision insurance
• 100% employer-paid life insurance and short-term disability
• Paid time off & paid holidays
• 401(k) with up to 4% employer match
• Employer HSA contributions
• Annual bonus opportunity
• Paid training and volunteer days

Certain benefits subject to eligibility and board approval.

Reports to Branch Management; no direct reports.

Schedule averages 40 hours/week to support branch hours:
Mon–Thurs 8:00 AM–5:00 PM | Fri 8:00 AM–6:00 PM | Sat 8:30 AM–12:30 PM

Flexibility required for opening/closing shifts, including Saturdays and independent branch closing as needed.

Member Service & Sales (40%)

• Focus on relationship-based service and identifying solutions that genuinely meet member needs
• Respond to member inquiries in person, by phone, or electronically
• Resolve member concerns and escalate when necessary
• Educate members on digital and electronic services
• Schedule appointments for account and loan officers

Transactions & Account Maintenance (40%)

• Process deposits, withdrawals, transfers, payments, and other transactions accurately
• Maintain member accounts including updates and documentation
• Open and maintain sub-share accounts on existing memberships
• Assist with wires, ACH, debit/credit cards, and online/mobile services
• Ensure compliance with policies, procedures and regulatory requirements

Cash Handling & Operations (20%)

• Balance cash drawer daily within established limits
• Assist with vault balancing and cash management under dual control
• Perform branch opening and closing procedures as assigned
• Support branch security and maintain a clean, functional environment

• Follow all policies (BSA/AML, M/CIP, OFAC) and report suspicious activity
• Maintain confidentiality of member information
• Demonstrate accuracy, reliability, and teamwork

Qualifications

• High school diploma or equivalent required
• Minimum 1 year of cash handling, customer service, or financial institution experience preferred
• Ability to accurately process transactions and balance cash with minimal variances
• Strong communication, problem-solving, and member service skills
• Working knowledge of banking/credit union products, services, and regulations preferred
• Ability to learn and apply policies, procedures, and regulatory requirements (BSA/AML, CIP, OFAC)
• Proficient in basic computer systems and digital banking platforms