Member Service Representative

Job description

Responsibilities: Specific duties include, but are not limited to, the following: Act as a Brand Ambassador: Represent MCU’s core values and deliver excellent member service- every member, every transaction, every time. 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, ensuring a welcoming and informative experience Leverage relationship management tool(s) to conduct thoughtful member interviews, identify financial needs and provide tailored solutions to improve their financial well-being Cross-sell appropriate MCU products/services to best-fit member needs(s) Drive Digital Adoption: Educate and assist members in adopting digital banking tools and self-service options to enhance convenience & efficiency Perform account maintenance, changes, servicing, etc. on existing accounts accurately & efficiently. Anticipate and resolve member concerns by taking ownership and ensuring follow-through, aiming to reduce repeat contacts and member effort. 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 to prepare for loan booking. Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience. Effectively manage new account and loan pipeline with proper follow-up for members in order to close effectively and efficiently. Consistently Meet / exceed individual and branch sales and service goals for all key metrics of branch growth Support fellow team members in driving referrals and achieving team sales/service goals Perform outbound member outreach including service lists, lead lists, referral follow-up, etc. to support sales and service goals. May be assigned online loan applications to complete; follow up with the members and ensure an effective and efficient closing. Maintain comprehensive knowledge of MCU products and services. Maintain comprehensive knowledge of MCU policies and procedures as well as applicable rules and regulations and how they apply to MCUs environment. Provide teller line coverage including processing teller transactions and assist with lobby management as needed Participate in the opening and closing of the branch and perform other daily operational tasks to ensure branch functionality (ex: instant issue card management, negotiable item management, etc..) 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 to ensure consistency in performance and service quality Meet Developmental Milestones: Complete designated skill and performance milestones (e.g., product knowledge certifications, digital fluency, sales training benchmarks, etc..) within defined timelines to remain in good standing and eligible for continued advancement 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 as measure through regular assessments and observation Service Quality Requirements: Maintain a 95% or above average on sales and service QA observations month over month Requirements: 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.