Member Service Representative

The Member Service Representative (MSR) serves as a liaison between members and the credit union. This role involves providing prompt and professional service in-person, by phone, or electronically. The MSR assists with account services, promotes credit union products, and ensures members’ financial needs are met efficiently and accurately.

Physical & Professional Requirements:

• Ability to stand for prolonged periods.
• Ability to squat and reach as necessary.
• Must be able to lift up to 20 lbs.
• Strong professional communication and interpersonal skills.
• Ability to work independently and collaboratively within a team.

Key Responsibilities:

• Greet and welcome members and visitors in a courteous, professional manner.
• Process member transactions efficiently, accurately, and promptly.
• Provide general and specific information regarding credit union products and services in-person, by phone, or via electronic communication (email, voicemail, etc.).
• Respond to member inquiries, problems, and complaints, or refer them to the appropriate personnel.
• Open new accounts and service existing ones, ensuring all membership documentation is complete.
• Handle member requests such as:
• • Share transfers and withdrawals
  • Loan payments
  • Check requests
  • Share certificate transactions
• Educate members about credit union products and services based on their financial needs.
• Process mail and night deposit transactions; open and close vaults.
• Mail receipts and checks in accordance with policy and procedures.
• Research and resolve discrepancies in deposits, withdrawals, and loan payments.
• Provide basic investment information to members.
• Assist members with balancing their accounts.
• Complete forms for payroll deduction, automatic transfers, and direct deposits.
• Open and maintain Individual Retirement Accounts (IRAs); process IRA transactions.
• Complete CVR (Certificate of Vehicle Registration) renewals.
• Perform daily branch closing duties, including vault balancing and security protocols.
• Conduct account verifications in a timely manner.
• Answer incoming phone calls as needed.
• Perform additional duties as assigned by management.