Support Services Person ll

Member Service Representative At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

To help hard-working New Yorkers build better tomorrows

Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures

A Member Service Representative is responsible for providing excellent service to members by exploring member needs and offering tailored financial solutions. You will support members by explaining products and services with the ability to serve a member with any request, including new account needs, account maintenance, loan applications and/or teller transactions. Support members with anything from simple servicing requests to more complex requests that require critical thinking and decision-making skills with a high degree of accuracy and in accordance within MCU policies and procedures. The Member Service Representative will work collaboratively with your branch management team and teammates to deliver outstanding outcomes for every member's interaction. The Member Service Representative must have an understanding of MCU products and services and can respond to a range of member issues or inquiries in a friendly, courteous, and cooperative manner. The Member Service Representative is expected to work well with others and maintain courteous and professional communications with teammates, members and be open to coaching and guidance.

Act as a Brand Ambassador: Represent MCU's core values and deliver excellent member service- every member, every transaction, every time.

Maintain the highest level of confidentiality and discretion of members and their financial information

Leverage relationship management tool(s) to conduct thoughtful member interviews, identify financial needs and provide tailored solutions to improve their financial well-being

Drive Digital Adoption: Educate and assist members in adopting digital banking tools and self-service options to enhance convenience & efficiency

Perform account maintenance, changes, servicing, etc. on existing accounts accurately & efficiently.

Ensure proper documentation and signatures are obtained for all member interactions in compliance with rules and regulations as well as MCU policy and procedures.

Process loan applications, collecting all necessary documentation and adhering to underwriting requirements to prepare for loan booking.

Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience.

Effectively manage new account and loan pipeline with proper follow-up for members in order to close effectively and efficiently.

Consistently Meet / exceed individual and branch sales and service goals for all key metrics of branch growth

Support fellow team members in driving referrals and achieving team sales/service goals

Perform outbound member outreach including service lists, lead lists, referral follow-up, etc. to support sales and service goals.

May be assigned online loan applications to complete; Maintain comprehensive knowledge of MCU policies and procedures as well as applicable rules and regulations and how they apply to MCUs environment.

Travel to support staffing needs at other MCU branches throughout the Region as required

Perform other duties as requested and special projects as assigned.

Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance

Assist with community engagement outreach programs

Offer guidance and support to newer team members through knowledge-sharing to ensure consistency in performance and service quality

Meet Developmental Milestones: Complete designated skill and performance milestones (e.g., product knowledge certifications, digital fluency, sales training benchmarks, etc..) Achieve and Maintain Mastery in Key Competencies: Demonstrate progressive mastery in critical areas such as member engagement, consultative sales, digital tool adoption, operational accuracy, and compliance as measure through regular assessments and observation

Service Quality Requirements: Maintain a 95% or above average on sales and service QA observations month over month

Retail banking experience is a plus

High school diploma or the equivalent required.

Previous branch experience preferred, including sales and service

Availability to work overtime and Saturdays is required

Proficiency in Microsoft Office Suite

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home.