Member Service Representative

Position Summary

At Port City Credit Union, we believe "Whatever you're starting, we're with you." As a Member Service Representative, you are on the front line of delivering that promise. This role goes beyond completing transactions, you will walk alongside our members from their first interaction through every milestone, helping them start strong, grow confidently, and stay connected. You will build trusted relationships, provide guidance, and create consistent, positive experiences that support lifelong financial relationships.

Job Duties and Responsibilities

• Process member transactions accurately and efficiently, including deposits, withdrawals, and loan payments.
• Maintain strict adherence to cash handling procedures and ensure teller drawer is balanced daily.
• Support members with account servicing requests such as stop payments, check orders, address updates, card services, and general account maintenance.
• Answer incoming calls professionally and courteously, ensuring every interaction reflects our commitment to trust, consistency, and care.
• Resolve member concerns and account discrepancies with a focus on building confidence and long-term relationships.
• Identify member needs and recommend products and services that support their goals, not just immediate transactions.
• Open and maintain membership accounts, including share accounts, certificates of deposit (CDs), and IRAs.
• Assist with balancing the vault and ATM operations.
• Follow all credit union policies, procedures, and regulatory requirements.

What This Role Represents

In this position, you help bring our strategy to life by:

• Building relationships, not just completing transactions
• Creating consistent, positive member experiences across every interaction
• Supporting strong onboarding and first impressions that shape long-term relationships
• Representing our brand through your actions, professionalism, and care for members

Your work directly supports our focus on improving member experience, strengthening relationships, and ensuring members feel confident choosing, and staying with, Port City.

Additional Responsibilities

• Participate in community events, team meetings, training sessions, and ongoing development opportunities.
• Provide clerical and accounting support as needed.
• Assist other departments to support overall team success and member experience.

Required Qualifications

• High school diploma or equivalent
• Previous customer service experience
• Cash handling experience
• Strong interpersonal, verbal, and written communication skills
• Ability to identify needs and recommend appropriate solutions
• Basic computer and data entry skills, including Outlook, Word, and Excel
• Solid mathematical and problem-solving abilities
• Professional, positive demeanor with strong attention to confidentiality

Preferred Qualifications

• Experience working in a financial institution, CU*Base/CBX core platform highly preferred
• Knowledge of financial products and services

Why Join Port City?

Our strategy is built around people, both our members and our team. We are committed to creating a workplace where employees are supported, prepared, and empowered to succeed, because we know strong teams create better member experiences.

You’ll be part of an organization that:

• Focuses on long-term relationships
• Values consistency, trust, and meaningful member experiences
• Invests in team development, collaboration, and growth
• Plays an active role in supporting the Muskegon community
• We offer competitive wages and a comprehensive benefits package, along with the opportunity to make a real impact in the lives of our members.

Pay: $15.00 - $17.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vacation time
• Sick time