Member Service Representative

About the Role

A Member Service Representative is responsible for providing excellent service to members by exploring member needs and offering tailored financial solutions. You will support members by explaining products and services with the ability to serve a member with any request, including new account needs, account maintenance, loan applications and/or teller transactions. Through needs-based assessment, provide and offer additional products and services while creating a premier member experience. Operate within a high volume branch environment to perform a range of duties. Support members with anything from simple servicing requests to more complex requests that require critical thinking and decision-making skills with a high degree of accuracy and in accordance with MCU policies and procedures. The Member Service Representative will work collaboratively with your branch management team and teammates to deliver outstanding outcomes for every member’s interaction. The Member Service Representative must have an understanding of MCU products and services and can respond to a range of member issues or inquiries in a friendly, courteous, and cooperative manner. The Member Service Representative is expected to work well with others and maintain courteous and professional communications with teammates, members and be open to coaching and guidance.

Key Responsibilities

• Act as a Brand Ambassador: Represent MCU’s core values and deliver excellent member service.
• Demonstrate professionalism and empathy during all member and team interactions.
• Maintain the highest level of confidentiality and discretion of members and their financial information.
• Process the opening and overall onboarding of new members.
• Leverage relationship management tool(s) to conduct thoughtful member interviews, identify financial needs and provide tailored solutions.
• Cross-sell appropriate MCU products/services.
• Drive Digital Adoption: Educate and assist members in adopting digital banking tools and self-service options.
• Perform account maintenance, changes, servicing, etc. on existing accounts.
• Anticipate and resolve member concerns by taking ownership and ensuring follow-through.
• Ensure proper documentation and signatures are obtained for all member interactions in compliance with rules and regulations as well as MCU policy and procedures.
• Process loan applications, collecting all necessary documentation and adhering to underwriting requirements.
• Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting.
• Effectively manage new account and loan pipeline with proper follow-up.
• Consistently meet / exceed individual and branch sales and service goals.
• Support fellow team members in driving referrals and achieving team sales/service goals.
• Perform outbound member outreach to support sales and service goals.
• May be assigned online loan applications to complete; follow up with members.
• Maintain comprehensive knowledge of MCU products and services.
• Maintain comprehensive knowledge of MCU policies and procedures as well as applicable rules and regulations.
• Provide teller line coverage including processing teller transactions and assist with lobby management.
• Participate in the opening and closing of the branch and perform other daily operational tasks.
• Travel to support staffing needs at other MCU branches throughout the Region as required.
• Perform other duties as requested and special projects as assigned.
• Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance.
• Assist with community engagement outreach programs.
• Offer guidance and support to newer team members through knowledge-sharing.
• Meet Developmental Milestones: Complete designated skill and performance milestones within defined timelines.
• Achieve and Maintain Mastery in Key Competencies: Demonstrate progressive mastery in critical areas such as member engagement, consultative sales, digital tool adoption, operational accuracy, and compliance.
• Service Quality Requirements: Maintain a 95% or above average on sales and service QA observations month over month.

Requirements & Tech Stack

• Retail banking experience is a plus.
• High school diploma or the equivalent required.
• Previous branch experience preferred, including sales and service.
• Availability to work overtime and Saturdays is required.
• Ability to multi-task; good time management skills.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Strong interpersonal, oral and written communication skills.
• Highly ethical.
• Proficiency in Microsoft Office Suite.
• Technologically proficient.

Qualifications

• Understanding of MCU products and services.
• Ability to serve a member with any request, including new account needs, account maintenance, loan applications and/or teller transactions.
• Critical thinking and decision-making skills with a high degree of accuracy.
• Ability to work well with others and maintain courteous and professional communications.
• Open to coaching and guidance.
• Comprehensive knowledge of MCU policies and procedures.
• Comprehensive knowledge of applicable rules and regulations and how they apply to MCU’s environment.
• Ability to manage teller transactions and assist with lobby management.
• Ability to perform daily operational tasks to ensure branch functionality.
• Ability to adhere to all regulatory compliance training.
• Experience with BSA/AML/OFAC compliance.
• Ability to complete designated skill and performance milestones within defined timelines.
• Ability to demonstrate progressive mastery in critical areas such as member engagement, consultative sales, digital tool adoption, operational accuracy, and compliance.
• 95% or above average on sales and service QA observations.