The Member Services Representative acts as a primary point of contact between the credit union and its members, delivering exceptional service by providing account information, opening new accounts, and managing daily member needs. This role requires a detail-oriented, self-motivated individual who can work independently while maintaining confidentiality and adhering to credit union policies.
Greet and assist members and visitors professionally, ensuring prompt and accurate transaction processing.
Respond to member inquiries via email, phone, in-person, and member service platforms with professionalism and timely resolution.
Support members with plastic card issues, including card mailing and activation.
Open new accounts and maintain existing accounts, ensuring all necessary documentation and membership information are provided.
Promote credit union products and services tailored to member needs.
Perform authorized account maintenance tasks with proper documentation.
Serve as Backup Teller when needed: handle deposits, loan and credit card payments, cash withdrawals, and place holds on uncollected funds per policy.
Answer telephone calls and provide members with accurate information.
Safeguard member information to maintain privacy and confidentiality at all times.
Comply with all relevant regulations including the Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Controls.
Assist with other duties as assigned.
Minimum 2 years of customer/member service experience in a financial institution.
Proven cash handling experience.
Experience with Fiserv/DNA core system is a plus.
Ability to work independently with minimal supervision while also being an effective team player.
Strong verbal and written communication skills; clear and professional.
Ability to engage calmly and professionally with diverse personalities and cultures.
Capacity to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
Demonstrated discretion and professionalism handling confidential member information.
Successful completion of a credit check is mandatory (manager review required prior to offer). No history of bankruptcy or collections.
Self-sufficient with a proactive work approach.
Experience in the following areas is essential:
Opening and closing accounts
Bill Pay assistance
Online banking credential setup
Verification of deposits
Stop payments processing
Check ordering
Opening and closing IRA accounts
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