Lead, Member Service Representative

Job Summary:

The Lead MSR serves as a working leader and subject matter expert on the frontline, supporting day-to-day branch operations and ensuring the delivery of exceptional member service. This role assists the Assistant Branch Manager (ABM) in overseeing teller operations, coaching team members, and fostering a positive member experience. The Lead MSR performs transactions, resolves escalated member concerns, and provides guidance to Member Service Representatives (MSRs) to ensure accuracy, efficiency, and adherence to policies and procedures. This position is also required to travel between branches as needed to provide operational support and staffing coverage.

Major Responsibilities:

• Perform a full range of teller transactions with accuracy and efficiency. 
• Promote credit union products and services aligned with members’ financial needs. 
• Resolve escalated member concerns in a professional and solution-oriented manner. 
• Assist in opening/closing procedures and daily branch balancing tasks.
• Assist with scheduling and daily workflow management.
• Act as the go-to resource for MSRs, assisting with complex transactions or questions. 
• Support onboarding, training, and coaching of MSRs. 
• Provide real-time feedback and performance guidance to MSRs. 
• Monitor branch cash levels and assist with audits and compliance tasks. 
• Ensure adherence to policies, procedures, and security guidelines. 
• Travel between designated branches as needed to provide support. 
• Support home equity closings. 
• Lead by example in sales, service delivery, and product knowledge.
• Performs other job-related duties as needed.

Job Requirements and Qualifications:

• High school diploma or equivalent required; college coursework preferred. 
• 3 years of experience in a credit union or banking environment. 
• NMLS (Nationwide Multistate Licensing System) license
• Previous experience in a lead or mentor capacity preferred. 
• Strong product knowledge and operational understanding. 
• Excellent interpersonal, communication, and conflict-resolution skills. 
• Flexibility to travel between branches with short notice. 
• All Firstmark team members must mirror our shared values: happy, helpful, honest, humble, and hungry (driven).

Building tomorrow starts with you!

At Firstmark Credit Union, we’re working together with our members to build their tomorrow — and we do the same for our employees. From your first day, you’ll enjoy comprehensive medical, dental, and vision coverage, a dollar for dollar 401(k) match, and up to four weeks of paid time off to rest and recharge. We invest in your growth through education assistance, support your well-being with our Employee Assistance Program, and encourage you to make a difference with paid and unpaid volunteer opportunities. 

Here, you’ll find more than a career — you’ll find purpose, belonging, and a community that cares.