PT Member Service Representative

Key Responsibilities

• Greet members in a courteous, professional manner and assess their needs to provide appropriate solutions.
• Perform a variety of basic transactions including deposits, withdrawals, loan payments, account transfers, and check cashing.
• Perform more in-depth transactions such as issuing debit and credit cards, processing wire transfers, open certificates, assisting with fraud disputes, address changes, and resolving complex account issues.
• Balance cash drawer daily and adhere to cash handling and security procedures.
• Respond to member inquiries regarding account balances, transaction history, product information, rates, and policies.
• Educate members on digital/online banking tools and services.
• Identify opportunities to cross-sell or refer products and services that benefit the member and correspond with our key results.
• Educate members on current fraud scams, suspicious activity, and digital safety best practices. Be alert to red flags and take proactive steps to protect members and the credit union.
• Maintain compliance with credit union policies, procedures, and applicable laws and regulations.
• Support a culture of accountability, continuous improvement, and professional growth.
• Promote and support the credit union's service culture, sales-as-a-service philosophy, and community engagement initiatives.
• Collaborate with teammates to achieve individual and branch goals while upholding our values-driven culture.
• Must meet all SLA (Service Level Agreement) requirements set forth for response time, follow-through, resolution of member needs, and sales goals.
• Perform other related duties as assigned.

Required Qualifications

• High school diploma or GED required.
• Experience handling in-depth financial transactions or willingness to learn through training.
• Strong interpersonal and communication skills.
• Ability to work accurately with figures and perform basic math functions.
• Must be dependable, flexible, and detail oriented.
• Team-focused, accountable, and committed to member success.
• Working knowledge of Microsoft Office and digital platforms.
• Ability to remain in a stationary position for extended periods.
• Frequent standing, sitting, walking, and use of office equipment.
• May occasionally need to lift up to 25 pounds.

Preferred Qualifications

• Prior customer service, retail, or banking experience preferred.

Work Schedule

• Part-time position with availability during all branch hours, including Saturdays.
• May be required to open or close the branch and provide additional coverage when leadership is unavailable.

SFCU is an equal opportunity employer. It is the policy of SFCU to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, creed, gender, marital status, sexual orientation, national origin, or citizenship, age, genetic predisposition or carrier status, gender identity or expression, disability, military or veteran status, sexual or reproductive health decisions, traits historically associated with race and/or any other status or characteristic protected by law.

Here at SFCU we define our culture as one of GROWTH. Growing our member, growing our employee, and growing our organization. This position allows the right candidate to gain a unique perspective of our membership and knowing those we serve. It is a great opportunity to build foundational skills only gained from a front-line position as you create a member experience in every transaction. We are seeking a candidate that is motivated by learning and is looking to work in our Member-Centric organization that is committed to cultivating employee career growth as well as providing exceptional customer service to our membership.

The Member Service Representative (MSR) serves as the first point of contact for members, providing exceptional service and support through transactions, inquiries, and product recommendations. The MSR promotes credit union products and services that meet member needs while ensuring accuracy, confidentiality, and a positive member experience. This role embodies the philosophy of Sales as a Service, where meaningful conversations and trusted guidance help members improve their financial well-being.