Member Service Representative

Member Service Representative (MSR)

About Us

We are a small, community-focused, member-owned credit union committed to helping our members achieve financial well-being. We believe in friendly service, strong relationships, and doing what’s right—every interaction, every time.

Position Summary

The Member Service Representative (MSR) is the first point of contact for members—providing exceptional service, processing routine transactions accurately, and supporting members with account questions and basic financial needs. This role is ideal for someone who enjoys helping people, is detail-oriented, and thrives in a small-team environment.

Key Responsibilities

· Greet members promptly and professionally in person and by phone; listen, ask questions, and resolve issues with empathy and ownership.

· Process member transactions accurately and efficiently (deposits, withdrawals, transfers, payments, cash handling, and balancing).

· Open and maintain consumer accounts (e.g., share/savings, checking), update member information, and complete required documentation.

· Explain credit union products and services and identify solutions that meet member needs (e.g., online/mobile banking enrollment, debit cards, direct deposit, IRAs).

· Support lending operations by taking loan applications, gathering documentation, and assisting with basic loan servicing as trained.

· Safeguard member information and comply with all policies and procedures, including Bank Secrecy Act (BSA) / Anti-Money Laundering (AML), OFAC, and privacy requirements.

· Perform routine operational tasks such as night drop processing, ATM/cash drawer balancing, safe access as authorized, and maintaining the branch appearance.

· Document interactions, follow up on open items, and coordinate with back-office teams to ensure timely resolution.

· Participate in cross-training and assist teammates to ensure smooth daily operations.

Qualifications

· High school diploma or GED required.

· 1+ year of customer service experience (banking/credit union experience a plus).

· Strong accuracy, attention to detail, and basic math skills.

· Professional communication skills (in person, phone, and written).

· Ability to maintain confidentiality and follow policies and procedures.

· Comfortable learning and using computer systems, including Microsoft Office and core banking software.

· Ability to sit/stand for extended periods and perform light lifting (e.g., coin boxes, office supplies) as needed.

Preferred Qualifications

· Cash handling and balancing experience.

· Prior experience opening deposit accounts or working in a teller/MSR role.

· Knowledge of basic consumer lending products (auto, personal, credit card, home equity).

Pay: $15.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person