Lead Member Service Representative

Job Description

Job Description

Description:

The Lead Member Service Representative (Lead MSR) serves as a frontline working leader and subject-matter expert supporting daily branch operations and exceptional member service. This role assists branch leadership in overseeing teller operations, coaching team members, and ensuring accuracy, efficiency, and adherence to policies and procedures.

The Lead MSR also contributes directly to the branch’s growth and service performance by reinforcing frontline behaviors, supporting needs-based conversations, and helping staff identify opportunities to enhance member relationships across a broad range of products and services. The Lead MSR carries a portion of the branch’s growth and service goals and partners closely with branch leadership to promote a consistent, high-performance member-focused culture.

Major Responsibilities:

Operational Excellence & Daily Readiness

• Perform a full range of teller transactions accurately and efficiently.
• Support daily branch readiness, including opening/closing procedures and balancing tasks.
• Ensure staff follow operational standards, security procedures, and compliance requirements.
• Serve as the frontline resource for procedural questions and complex transactions.
• Assist in monitoring cash levels and supporting audits and compliance reviews.

Member Experience & Relationship Growth

• Resolve escalated member concerns professionally and with a solutions-focused mindset.
• Support staff in delivering consistent, high-quality member experiences.
• Reinforce behaviors that deepen member relationships, including needs-based guidance and warm handoffs.
• Contribute to branch growth and service goals by helping identify member opportunities and supporting the adoption of products and services.

Frontline Coaching & Team Support

• Support onboarding and training of staff.
• Provide real-time coaching and feedback to reinforce accuracy, service standards, and growth-focused behaviors.
• Help strengthen staff confidence in handling transactions, member conversations, and problem resolution.
• Surface performance trends to branch leadership and partner on frontline development.

Branch Workflow Coordination

• Assist with daily workflow management and staffing coverage.
• Help coordinate lobby and queue flow to ensure efficient member service.
• Travel between designated branches as needed to support operational consistency and service readiness.

Growth Support & Product Knowledge

• Reinforce frontline understanding of credit union products and services aligned with members’ needs.
• Carry a portion of the branch’s growth and service goals and help staff engage in conversations that drive relationship expansion.
• Perform other job-related duties as assigned.

Education & Experience

• High school diploma or equivalent required; college coursework preferred.
• Minimum 3+ years of experience in a credit union or banking environment.
• Previous experience in a lead or mentor capacity preferred.

Certifications

• NMLS registration required after hire (SAFE Act).

Skills & Competencies

• Strong operational and product knowledge.
• Effective communication and conflict-resolution abilities.
• Ability to coach peers and reinforce growth-focused behaviors.
• High level of accuracy, efficiency, and attention to detail.
• Flexibility to travel between branches on short notice.

Values Alignment

• Demonstrates Firstmark’s shared values: Happy, Helpful, Honest, Humble, and Hungry (Driven).