Mobile Branch MSR

Summary:

Under the direction of the SRP Mobile Branch Manager, the Mobile Branch Member Service Representative provides high-quality, relationship-focused service to members and potential members at mobile branch locations and community events. This role serves as a frontline ambassador for the credit union, supporting account inquiries, product education, digital banking assistance, and ITM usage while maintaining member privacy and security. The Mobile Branch MSR plays an important role in community engagement by interacting with members and non-members, answering questions about credit union services, and reinforcing the organization’s mission and community-focused values. This position operates in a mobile environment and works closely with the Mobile Branch Manager and Mobile Branch Deployment Specialist to ensure a positive, consistent member experience.

Schedule: 

Early mornings, evenings, and Saturdays may be required.

Essential Duties and Responsibilities:

• Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the member benefit-based approach.
• Fully complies with all SRP Credit Union policies, procedures, guidelines, and service standards, including, but not limited to, the Bank Secrecy Act, the Patriot Act and OFAC Policies.
• Represents the Credit Union in a professional and courteous manner to members and potential members.
• Acts as a primary source of product information for member and staff inquiries.
• Assist members with account inquiries, account maintenance, and product education.
• Support opening new memberships and explaining credit union products and services.
• Assist members with digital banking tools, online services, and self-service technologies.
• Support ITM usage by guiding members through transactions and troubleshooting basic issues, without handling cash.
• Promote financial education resources, community programs, and relevant credit union services.
• Ensure member privacy, confidentiality, and data security at all times
• Support Community Impact efforts by engaging with members and non-members at events, answering questions, and reinforcing the credit union’s community-focused mission.
• Assist with capturing basic engagement feedback or observations to support future outreach and deployment planning.
• Assist with setup and teardown of the mobile branch as needed, following established procedures.
• Maintain accurate documentation and follow operational procedures.
• Communicate member feedback, service issues, or system concerns to the Mobile Branch Manager
• Represent the credit union professionally at all mobile branch locations and events.
• Provides Notary Services for members.
• Successfully meets or exceeds sales and service goals set by management.
• Assists members with fraud, discrepancies or any questions pertaining to their accounts.
• Support the Traveling Branch Staff, as assigned.
• May be assigned other tasks by appropriate line supervision.

Supervisory Responsibilities  

There are no supervisory responsibilities in this position.

Qualifications:

Education and/or Experience:

• High School or equivalent combination of education and experience.
• 4 years of member/customer service experience and financial services.
• 1 year of sales experience preferred.
• Previous experience in a financial institution, customer service, retail banking, or member service role preferred.
• Experience interacting with the public in community-based or outreach environments preferred.
• Experience assisting customers with digital tools or self-service technology preferred.

Licensing & Certifications:

Must have a valid driver's license, auto insurance, and dependable transportation; CDL may be required or preferred depending on vehicle size and weight.

• Clean driving record required.
• Ability to meet insurance and fleet safety requirements.
• First Aid/CPR or similar safety certifications preferred.
• Ability to meet internal background screening and compliance requirements.

Technical Skills:

• Proficient with Microsoft Windows, Microsoft Office Suite, especially Outlook, Word, Excel, and reporting tools.
• Proficient with banking software systems preferred.
• Skilled with Symitar Episys Core Banking software, Loans PQ or similar financial services software systems experience preferred.
• Ability to learn and follow technology and security procedures in a mobile environment.

Other Skills:

• Must have the ability to handle multiple tasks simultaneously.
• Must be proactive and have a sense of urgency.
• Must have excellent oral and written communication, interpersonal, and organizational skills.
• Attention to detail and organizational skills are essential.
• Self-motivated individual able to work independently and in a team environment.
• Team-oriented and collaborative mindset.
• Strong interpersonal and communication skills.
• Ability to build rapport quickly with members and community partners.
• Ability to adapt to changing locations, schedules, and environments.
• Ability to work collaboratively as part of a mobile team.
• Positive attitude with a strong service mindset.
• Willingness to represent the credit union’s mission and values in the community.

Physical Demands:

• Ability to work in a mobile branch environment, including standing for extended periods.

• Ability to enter and exit the mobile unit using stairs or ramps.
• May be required to stand, use hands, and reach with arms.
• May be required to walk, stoop, kneel, or crouch; occasionally required to sit, climb, or balance.
• Ability to lift, carry, push or pull materials weighing up to 25 lbs.
• Ability to work outdoors in varying weather conditions during events and deployments. 
• Ability to perform repetitive motions such as typing, reaching an operating equipment. 
• Requires ability to communicate effectively in person, on the phone, and via digital channels.
• Vision requirements include close, distance, and peripheral vision, as well as depth perception and focus adjustment.

Salary : $21 - $29