Rotating Member Service Representative (MSR I & II)

Job Description

Job Description

BRANCH LOCATION

Hamilton Center Branch

2337 E. Northern Parkway
Baltimore, MD 21214

***This position requires that you have dependable transportation and ability to travel to all nine (9) branch locations as needed***

***$2,000 annual pay differential for travel***

***Incumbent will work three (3) Saturday's monthly***

COMPANY SUMMARY:

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.

MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/co-workers and help our community be a better place to live.

WE NEVER COMPROMISE THE MEMBER EXPERIENCE - our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition.

POSITION SUMMARY:

MEMBER SERVICE REPRESENTATIVE I:

The Rotating Member Service Representative (MSR) serves as a flexible, multi-skilled liaison between the credit union and its members. This position is uniquely designed to move fluidly across various physical branch locations. The primary objective is to eliminate operational gaps across the credit union network while maintaining high-tier member satisfaction, accuracy, and deep product advocacy.

Under moderate supervision, acting as a liaison for the credit union to maintain member loyalty by efficiently meeting the needs or requests of the member. Provide accurate account information as requested by the member and provide information about the various credit union products and services to members and prospective members. Opens new accounts, resolves issue and professionally handles members' inquires face to face.

Provides a variety of transactional services for member’s accounts on deposit and loan products. Ability to recognize additional financial service needs of the member and able to promote and explain these services/products to the member.

This position requires travel. Individuals will be required to rotate between MECU branch locations to assist as needed. This is a full- time position with mandatory three (3) Saturdays per month. Additionally, hours may vary.

MEMBER SERVICE REPRESENTATIVE II:

The Rotating Member Service Representative II delivers exceptional, relationship-focused financial services to credit union members. Because this is a rotating (floating) position, the employee must possess high adaptability, traveling frequently to different branch locations within the region to provide operational support during peak hours, staff absences, or elevated business volumes.

The Rotating MSR II handles everything from complex transactions to advanced account maintenance, dispute resolution, and consumer loan processing. This role acts as a primary brand ambassador, utilizing needs -based selling to deepen member relationships.

Under moderate supervision, acting as a liaison for the credit union to maintain member loyalty by efficiently meeting the more complex needs or requests of the member. Provides accurate account information as requested by the member and provide information about the various credit union products and services to members and prospective members.

Opens new accounts, resolves issue and professionally handles members' inquires face to face. Provides a variety of transactional services for member’s accounts on deposit, loan and insurance products. Ability to recognize additional financial service needs of the member and able to promote and explain these services/products to the member. Ability to assist with Teller functions. Conduct on the job training for MSR I.

This position requires travel. Individuals will be required to rotate between MECU branch locations to assist as needed. This is a full- time position with mandatory three (3) Saturdays per month. Additionally, hours may vary.

MEMBER SERVICE REPRESENTATIVE I QUALIFICATIONS:

Required:

• Must have reliable transportation as this position requires daily commuting to various branch locations
• High School Diploma
• General education degree (GED) accepted in lieu of H.S. Diploma
• Minimum of 12 months of Teller/Member Service experience
• Must work three (3) Saturday per month
• Ability to perform multiple tasks in a fast paced and challenging environment with professionalism.
• Must have experience with 10 key calculators and basic PC experience.
• Must have excellent verbal and written communication skills.

Preferred:

• Candidates with exceptional job tenure (12) months or more in previous role

MEMBER SERVICE REPRESENTATIVE II QUALIFICATIONS:

Required:

• Must have reliable transportation as this position requires daily commuting to various branch locations
• Must work three (3) Saturday per month
• High School Diploma
• General education degree (GED) accepted in lieu of H.S. Diploma
• Minimum of 18 months of Member Service experience

Preferred:

• Candidates with exceptional job tenure (18) months or more in previous role
• Minimum 18 months Teller/ Member Service
• Minimum 18 months Financial Services Background

COMPETENCIES REQUIRED:

• Proficient in the lending process including; input, funding, maintenance.
• Proficient written and oral communication skills.
• Participation in Business Development activities required.
• Adherence to BSA, the Privacy Act and Elder Abuse reporting is a requirement of this position.
• Assist in the lending process up to and including: imputing of loans; funding and maintenance.

COMPENSATION:

Salary Range per hour, depending on experience and qualifications

• MSR I: $17.55 - $25.46
• MSR II: $19.27 - $28.00

Benefits at MECU Credit Union:

At MECU, we prioritize the well-being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:

• Medical, Dental, and Vision Coverage: Plans are available for both employees and their families to ensure comprehensive health coverage.
• 401(k) Plan with Employer Match: Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for retirement.
• Company-Paid Insurance: We provide company-paid short-term disability, long-term disability, and life insurance to give you peace of mind.
• Tuition Assistance: Continue your education and professional development with our tuition assistance program.
• Employee Assistance Program (EAP): Access confidential support for personal and professional challenges through our EAP.
• Parking Discounts: Enjoy discounted parking to make commuting easier.
• Long-Term Care Insurance: Prepare for the future with long-term care coverage options.
• Time Off: Take advantage of annual, sick leave, sick and safe leave to recharge and maintain a healthy work-life balance.

Join MECU and enjoy benefits that truly support you and your family.

PHYSICAL DEMANDS :

While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel. Must regularly lift and/or move files and equipment up to 15 pounds and occasionally lift/move up to 25-pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.

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

MECU of Baltimore, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

MECU conducts credit, bond and background checks and is an Equal Opportunity Employer.