Careers

Member Service Representative

Member Service Representatives are responsible for accurately processing financial transactions and serving as an effective source of information for members at the branch, drive-thru window, or by telephone. Can assist members with their financial needs by servicing transactions, counseling on product selection or use, opening new accounts, and processing consumer loans. Proactively seeks out cross-training opportunities to better assist members. Provides friendly, professional, and confidential assistance to members, promoting positive member experience.

Major Duties and Responsibilities

• Processes transactions, answers inquiries, and resolves problems or discrepancies with member accounts. Obtains and accurately records information required for the provision of services. Conducts thorough examination to verify information, member identification and document legality and ensures confidential information is protected and secured. Accurately records transactions and reconciles teller and branch totals.
• Maintains knowledge and thorough understanding of credit union processes, products and services to effectively assist members.
• Proactively identifies and recommends products and services to benefit the member. Uses every encounter as an opportunity to advise or educate the member about additional services or programs that might benefit them. Maintains knowledge of product and service offerings. Demonstrates customer service skills, attentiveness, tact, and diplomacy in dealing with members and co-workers.
• Works actively toward individual, branch, and credit union goals while ensuring quality service is provided.
• Troubleshoots and resolves member and internal inquiries in a timely, professional, and accurate manner.
• Complies with operations and security procedures. Maintains customer confidence and protects credit union operations by maintaining confidentiality.
• Must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience Required

Up to 6 months of similar or related experience, including time spent in similar or preparatory positions.

Education Required

High School or better

Department: Operations

Reports To: Director of Branch Operations

Indirect Reporting Relationship: Maintains an indirect reporting relationship with the Chief Lending Officer regarding lending operations, loan production, underwriting compliance, and lending-related performance and procedures.

Supervises: Approximately 3–10 employees

Position Summary

The Branch Manager is responsible for directing and overseeing the daily operations of the branch to ensure efficient and effective service delivery, operational excellence, regulatory compliance, and achievement of organizational goals. This position provides leadership and strategic direction for branch staff, promotes exceptional member service, manages lending and operational functions, and ensures adherence to all credit union policies, procedures, and applicable federal and state regulations. The Branch Manager serves as a key representative of the credit union within the community while fostering a positive, service-oriented environment for members and employees.

Essential Duties and Responsibilities

Branch Operations & Leadership

• Direct and oversee all branch operations to ensure efficient workflow, quality member service, and compliance with established policies and procedures.

• Participate in the credit union’s short-term and long-term strategic planning initiatives.

• Monitor branch profitability, productivity, and operational performance metrics, including transaction volume, loan production, new accounts, sales activity, and service standards.

• Maintain efficient management of walk-in traffic, online processes, and telephone operations.

• Coordinate facility, equipment, and maintenance needs for both interior and exterior branch operations.

• Perform secure branch opening and closing procedures and maintain security standards.

• Ensure branch cleanliness, organization, safety, and security.

Staff Management & Development

• Hire, train, supervise, coach, and evaluate branch personnel, including Member Service Supervisors and Member Service Representatives.

• Foster a positive, team-oriented culture focused on member service excellence and cross-selling initiatives.

• Conduct regular coaching sessions, performance evaluations, and staff meetings.

• Assist Director of Training in the development and implementation of training programs for branch personnel.

• Schedule and supervise staff to maintain optimal service levels and operational efficiency.

• Communicate organizational goals, expectations, policies, and procedural changes clearly and effectively to staff.

Member Service & Lending

• Maintain thorough knowledge of all credit union products, services, policies, and procedures.

• Receive, review, investigate, verify, and refer loan applications in accordance with lending policies.

• Prepare and review loan documentation for disbursement.

• Assist members and staff in resolving complex account issues and member complaints.

• Support collection efforts for delinquent loan and deposit accounts.

• Maintain IRA product knowledge and oversee IRA documentation administration.

• Perform duties of Member Service Representative or other operational roles as needed.

Compliance, Auditing & Risk Management

• Ensure branch compliance with all applicable laws, regulations, and internal controls, including:

• Federal Credit Union Act
• NCUA Rules and Regulations
• Truth in Lending requirements
• Bank Secrecy Act (BSA)
• USA Patriot Act

• Oversee branch audit functions and prepare required reports.

• Maintain accurate interest calculations, disclosures, and account documentation.

• Monitor commercial account documentation and compliance standards.

• Analyze and implement security and safety procedures and communicate updates to staff.

Reporting & Administrative Functions

• Prepare and submit daily, weekly, monthly, and annual operational and productivity reports to executive management.

• Prepare and manage the branch budget.

• Conduct monthly branch meetings and maintain open communication with leadership regarding branch operations and performance.

• Perform additional duties and special projects as assigned by management.

Qualifications

Education & Experience

• Bachelor’s degree in Business, Finance, Management, or related field preferred. Equivalent education and experience may be considered.

• Minimum of 3–5 years of financial institution experience, including branch operations and/or lending.

• Minimum of 2 years of supervisory or management experience preferred.

Knowledge, Skills & Abilities

• Strong leadership, supervisory, coaching, and team-building skills.

• Excellent verbal and written communication skills.

• Knowledge of credit union operations, lending practices, and financial institution regulations.

• Understanding of general accounting principles and audit procedures.

• Ability to analyze operational performance and implement process improvements.

• Strong problem-solving and member service skills.

• Ability to maintain confidentiality and exercise sound judgment.

• Proficiency with PC systems in a Windows environment, including office equipment and related technology.

Physical Requirements

• Ability to lift up to 25 pounds.

• Frequent computer use requiring hand/wrist movement and visual focus.

• Ability to sit for extended periods as well as stoop, bend, and reach overhead as needed.

Professional Expectations

• Maintain professionalism, confidentiality, and integrity in all interactions.

• Develop and maintain strong relationships with members, employees, management, and external agencies.

• Represent and promote the credit union positively within the community by actively participating in local Chamber of Commerce events, civic organizations, business networking opportunities, financial education initiatives, and other community activities and events.

• Stay informed on industry trends, regulatory changes, and professional development opportunities