Branch Member Service Representative I/II

Tower Federal Credit Union•Fort Meade, MD

1d•$23 - $29

About The Position

The Branch Member Service Representative serves as a primary connection between members and the credit union, professionally representing the organization and delivering high-level service. The role assesses members’ financial needs, identifies relationship opportunities, recommends appropriate products and services, and helps members use alternative banking solutions. It requires thorough knowledge of credit union products, services, regulations, and operational procedures, and involves processing member requests through various systems. The representative follows applicable laws and organizational policies, supports risk management and the credit union’s safety and soundness, and regularly performs teller functions in accordance with teller standards. The position’s stated hours are Monday through Friday, 7:00 a.m. to 3:30 p.m. Applicants must process for a Red Corridor Sponsor Badge. The hiring range is $23.06 to $28.83 per hour. The posting notes that all full-time positions include exceptionally low medical premiums and other benefits.

Requirements

High school diploma or equivalency.
Interpersonal skills sufficient to represent the credit union positively during member interactions.
Ability to operate a PC using a Windows operating system and other office equipment effectively.
One year of experience providing direct customer or member service, preferably in a business office setting.
Ability to sit, stand, and walk for extended periods and sufficient dexterity and vision to operate a variety of office equipment.
Ability to lift coin bags weighing up to 50 pounds, with or without assistance.
Ability to work hours beyond the defined schedule when operating conditions require.
Must process for a Red Corridor Sponsor Badge.

Nice To Haves

Customer or member service experience in a business office setting is preferred.

Responsibilities

Serves as the primary contact for potential, new, and existing members and handles share and loan requests.
Interviews, evaluates, and underwrites consumer loan applications within assigned loan authority; evaluates collateral, verifies required documents, and follows funding procedures.
Performs monetary transactions and account maintenance, including check orders, account distributions, stop payments, ATM/debit card requests, address changes, ownership maintenance, and PIN resets.
Resolves product and service problems by identifying the cause, explaining and implementing solutions, expediting corrections, and following up to confirm resolution.
Provides loan and account service, assesses member needs, identifies relationship opportunities, recommends suitable products and services, and discloses relevant account features, restrictions, and legally required information.
Performs administrative duties accurately and promptly, following credit union policies and applicable federal and state requirements.
Completes required compliance and product-knowledge training and applies that knowledge in member interactions and required documentation.
Maintains awareness of security risks involving member identification, eligibility, and confidentiality.
Explains product and service features, addresses questions and objections, makes referrals, and participates in sales activities including identifying needs, closing, and follow-up; meets prescribed sales and referral goals.
Makes outbound sales calls for credit union initiatives, primarily automobile and credit card recaptures.
Acts as a liaison between other credit union departments and vendors, including FIS, Harland, and COOP.
Makes follow-up service calls to members and meets prescribed follow-up call goals.
Holds keys and combinations for dual-authority access to vaults and ensures dual control when access is granted.
Secures the cash drawer and negotiable instruments and attends required quarterly branch security training.
Follows MasterCard policies and procedures; creates and activates debit cards and PINs, checks card functionality, and explains card use to members, including through the branch ATM.
Assists members accessing safe deposit boxes, verifies documented ownership, obtains required signatures, and ensures boxes are secured afterward.
Obtains and maintains an active Maryland Notary Public commission and performs notarial acts in accordance with state requirements.
Learns U.S. Treasury Savings Bond procedures and completes member and non-member bond transfers and redemptions.
Participates in branch ATM operations, including daily retrieval of member deposits, cash replenishment, and weekly cash settlement with COOP.
Holds keys and combinations for dual-authority access to vaults, ATMs, and TCDs before, during, and after branch hours, ensuring dual control when access is granted.
Performs related duties as assigned.