Branch Member Service Representative III
About The Position
The Branch Member Service Representative III provides service to members and non-members visiting branch or service center locations. The role provides information and promotes credit union products and services to build relationships, and processes applications and transaction or service requests related to establishing and maintaining accounts, consumer loans, and auxiliary credit union services. Account types include checking, savings, money market, holiday, share certificates, IRAs, and other accounts. This is a full-time position reporting to the Branch Manager I/II at the employee's assigned branch location. The position supports account opening and member onboarding; processes consumer loan applications and closes approved loans; provides advanced mobile app and online banking assistance; cross-sells ancillary loan services; helps members address fraud and identity theft issues; and may provide backup support to Contact Center Queue 2. The role requires personal contact with people inside and outside the organization, first-level conflict resolution, relationship building, discretion, diplomacy, and tact.
Requirements
- One to three years of similar or related experience.
- High school education or GED.
- Working knowledge of established teller procedures and policies.
- Understanding of credit union operations.
- Ability to communicate information and ideas verbally so others understand.
- Ability to handle personal contact for first-level conflict resolution, relationship building, and soliciting cooperation.
- Ability to handle confidential discussions with discretion, diplomacy, and tact.
- Familiarity with general office equipment such as calculators, computers, photocopiers, and scanners.
Responsibilities
- Provide exceptional service and answer questions while opening consumer savings and checking relationships.
- Open tax-advantaged and retirement accounts, including IRAs, Roth IRAs, HSAs, and ESAs, and conduct consumer member onboarding follow-up.
- Receive and process consumer loan applications, including auto, Visa credit card, and personal loans, and close approved loans.
- Refer members to FastPass, AutoLand, and Business Services and Loans.
- Provide advanced mobile app and online banking support, including password resets, locked accounts, profile updates, denied access, Bill Pay, external transfers, mobile check deposit, Zelle, and online wires.
- Cross-sell ancillary loan services, including GAP, MBP, and Debt Protection.
- Perform all MSR 1–2 functions.
- Assist members with fraud, identity theft, and account takeover issues.
- Maintain knowledge of regulatory guidelines related to account opening and loans, including KYC, CIP, Truth in Lending, Regulation B/ECOA, and the SAFE Act.
- Perform other duties as assigned by Leads or Management.
- Provide backup support for Contact Center Queue 2 as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
