Member Service Representative

About the Role

The Member Service Representative (MSR) is the front line and face of GreenState Credit Union, responsible for providing quality, responsive, and professional member service in all daily transactions and inquiries. This key role is a service champion, focused on creating lasting value for members.

Key Responsibilities

• Adhere to Credit Union Service Standards, supporting GreenState's mission and vision.
• Demonstrate a positive member service focus (internal and external) at all times.
• Greet members and guests with a smile and eye contact, using their name or acknowledging them, and thanking them for their business.
• Demonstrate teamwork in all interactions and task completion.
• Ensure the confidentiality of member information and account records.
• Request identification when necessary and provide account information only to authorized members.
• Make weekly outbound service calls to members.
• Answer member questions or refer them to appropriate departments or supervisors.
• Assist with member account discrepancies, statement problems, and complaints, escalating as necessary.
• Perform member transactions, including deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials.
• Build member relationships by identifying financial needs and offering appropriate GreenState products and services, or referring them to specialized departments (e.g., Wealth Management, Commercial, Mortgage, GreenState Insurance).
• Maintain a satisfactory balancing record.
• Educate members and staff on the features and benefits of all products and services.
• Refer products and services that benefit members to achieve team goals.
• Accept and examine checks for endorsements and negotiability.
• Determine availability of funds based on regulations and policy.
• Place holds on accounts for uncollected funds when necessary and provide proper documentation.
• Process mail and night deposit transactions.
• Complete all forms, including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, and member check orders.
• Participate in Opening and Closing procedures, including organizing the MSR area, turning off equipment, and securing confidential information.
• Complete daily work, including balancing and reconciliation of drawer offages.
• Monitor and manage the vault, including cash disbursements, balancing, and end-of-day lock-up, ensuring appropriate cash levels.
• Assist in security procedures, including accountability for office keys and combinations.
• Balance, maintain, and correct the coin machine and cash recyclers.
• Participate in community service organizations and/or Credit Union sponsored events.

Requirements & Tech Stack

• Interpersonal skills to represent the Credit Union positively.
• High energy with the ability to engage individuals, build rapport, and establish member loyalty.
• Thorough knowledge of deposit products and regulations.
• Accuracy in cash handling, recording daily transactions, and attention to detail.
• Good telephone manners and techniques.
• Ability to work with minimal direction and exercise sound judgment.
• Member account problem-solving skills.
• Proficiency with related computer applications, spreadsheets, word processing, and database applications.
• Ability to develop and maintain effective working relationships as a cohesive team.
• Cash handling, sales, and customer service experience desired.
• Must be bondable.
• Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.

Qualifications

• High school diploma or the equivalent (i.e., GED).

Schedule & Compensation

• Hours: Monday-Friday 8:40am-5:15pm, at least 2 Saturdays a month 8:40am-12:15pm.
• Pay: $17.39 - $20.33/hr, with monthly incentive opportunity.
• Benefits: Progressive benefits package.