Member Service Representative

Role

The Member Service Representative (MSR) performs teller, financial transaction, and routine member service functions with a focus on accuracy, efficiency, professionalism, and a high-quality member experience. The position provides basic information regarding Credit Union products and services, assists members with routine digital banking and debit card needs, identifies appropriate referral and cross-service opportunities, and conducts warm handoffs to the appropriate resource when a member requires additional expertise or support.

The MSR works collaboratively with Member Services staff to support efficient branch operations, maintain service standards, minimize member wait times, and respond effectively to changing member and business needs. As demonstrated knowledge, proficiency, and competency increase, the MSR progressively expands responsibilities across service channels and operational functions, developing the skills necessary for increased responsibility and advancement within Member Services.

Major Duties and Responsibilities

1. Accurately and efficiently process authorized member transactions, including deposits, withdrawals, transfers, loan payments, check cashing, and other routine financial transactions. Provide timely, professional service through the lobby, drive-thru, telephone, and other assigned service channels while maintaining accuracy, confidentiality, and a positive member experience.
2. Provide basic information regarding Credit Union products and services, including checking and savings accounts, digital banking, mobile applications, debit cards, loan products, Topside Investments, Preferred VISA, membership promotions, and digital service adoption. Assist members with routine digital banking and debit card service needs, including instant debit card issuance as assigned. Use member interactions to identify needs, promote appropriate products and services, and support a consultative member experience by connecting members with an MSR I or other appropriate employee when additional expertise or more complex assistance is required. Providing consultative service is now a primary function of the role, so I believe it should carry more weight than I initially suggested.
3. Perform assigned branch operational duties, including preparing and balancing cash drawers, balancing and replenishing ATMs, processing ATM deposits and Night Drop transactions, verifying cash shipments, completing assigned closing procedures and reports, ordering cash, and assisting with vault responsibilities. Serve as a vault teller when assigned and follow established cash-handling, security, and dual-control procedures. Assist with routine equipment troubleshooting, including coin machines and ATMs, and support ITM operations or other evolving technology as trained and assigned.
4. Follow all applicable Credit Union policies, procedures, security standards, and regulatory requirements. Protect confidential member and Credit Union information and deter, identify, document, escalate, and report suspected fraud, suspicious activity, and unusual transactions in accordance with established procedures. Maintain working knowledge of applicable requirements, including BSA/AML, the USA PATRIOT Act, OFAC, privacy, and information security. Complete required training and continuously develop knowledge related to compliance, fraud prevention, service delivery, and operations.
5. Monitor member traffic and work collaboratively with team members to minimize wait times and provide timely service. Support applicable service and transaction efficiency expectations and provide assistance to the Contact Center every other week or as otherwise assigned through telephone, chat, and SMS. Provide backup support during peak periods, staffing shortages, and other operational needs.
6. Maintain accurate accountability for assigned cash and balance cash drawers in accordance with established procedures. Promptly research and reconcile discrepancies and report unresolved differences through appropriate channels. Follow required security and dual-control procedures when handling cash, large transactions, and other sensitive transactions.

Knowledge and Skills

EXPERIENCE

Up to six months of similar or related experience, including time spent in preparatory positions. Experience inmember service, customer service, retail banking, cash handling, teller operations, or a comparable financial servicesenvironment is preferred.

EDUCATION/CERTIFICATIONS/LICENSES

High school degree or GED required.

INTERPERSONAL SKILLS

Courtesy, tact, professionalism, patience, and effective communication are essential. The position requires the ability to establish positive member relationships, communicate information clearly, and interact with members and employees with empathy, respect, and professionalism. The MSR must be able to remain calm, accurate, and professional during difficult interactions, stressful situations, and periods of high transaction volume.

OTHER SKILLS

Knowledge of, or the ability to learn, Credit Union products, services, transaction processing, cash handling, account servicing, and applicable compliance and security requirements. Requires strong attention to detail, basic mathematical skills, sound judgment, and the ability to identify member needs and appropriate referral opportunities. Strong communication, customer service, organizational, problem-solving, and technology skills are essential, including proficiency with Microsoft Office 365 and the ability to learn multiple systems. Must be able to work independently and collaboratively, manage changing priorities, adapt to evolving technology and procedures, and identify and report suspected fraud or suspicious activity. Spanish bilingual proficiency is highly valued and may qualify for additional compensation based on Credit Union practices and business needs.

ADA Requirements

PHYSICAL REQUIREMENTS

Primarily sedentary work requiring periods of sitting, standing, bending, and routine movement. Must be able to occasionally lift or move up to 30 pounds and navigate stairs during emergencies. Requires regular use of computers and standard office and financial equipment, with extended screen time as needed. May require extended hours and travel between Credit Union locations or off-site assignments. Regular, reliable, and timely attendance is required.

WORKING CONDITIONS

Work is routinely performed indoors in a climate-controlled, shared work environment with moderate noise. The position may require work in the branch lobby, drive-thru, office, vault area, Contact Center environment, or other assigned Member Services locations. The employee may regularly interact with members, employees, management, and other parties in person, by telephone, and through electronic communication channels.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Ability to work independently and collaboratively, follow instructions, perform basic financial calculations, research and resolve routine issues, and exercise sound judgment. Requires clear and professional communication, strong attention to detail, relationship-building skills, confidentiality, discretion, and the ability to remain accurate and composed in a fast-paced environment. Must adapt to changing technology, procedures, products, priorities, and service methods while maintaining reliable attendance.

Acknowledgment

Nothing in the position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any period of time. Topside FCU is an equal opportunity employer with respect to all protected groups, including protected veterans and individuals with disabilities. Topside FCU conforms to all applicable federal, state, and local laws. This policy does not override or alter any regulatory obligations that may apply to specific roles or departments.