Oakland County Branch MSR

Chief Financial Credit Union•Rochester, MI

22h

About The Position

The Branch MSR I is a full-service, frontline position responsible for serving members through multiple service channels. This role performs routine financial transactions, opens and services accounts, and supports member needs through accurate processing, strong service behaviors, and needs-based product education. Serving members by phone is considered the same as serving members in person and is a standard expectation of this role.

Responsibilities

Serve members in-branch, by telephone, and through other assigned service channels by providing accurate, professional, and confidential service; process member transactions; maintain and update member records; and identify member needs to recommend appropriate products, services, and digital solutions that support financial well-being.
Open, close, and maintain consumer accounts in accordance with credit union policies, procedures, and regulatory requirements.
Balance cash drawer and complete end-of-day procedures accurately and timely while maintaining a professional appearance of the branch, both inside and outside, ensuring work areas and member-facing spaces are orderly and presentable.
Contribute to a cohesive, well-trained, and motivated branch team capable of meeting daily service and operational demands.
Promptly and accurately process member transactions and service requests across in-branch, telephone, and other assigned service channels in accordance with established procedures, maintaining transaction accuracy of 99.5% or greater.
Independently resolve routine member inquiries and service issues within defined authority limits; achieve first-contact resolution whenever possible and escalate complex, high-risk, or exception-based matters appropriately.
Act as a member advocate by providing fair, compliant, and member-focused solutions while balancing operational controls and risk mitigation.
Identify member needs through effective conversation and recommend appropriate products, services, and digital solutions that support financial well-being.
Provide prompt, professional, and accurate service to members, internal partners, coworkers and vendors; respond timely to phone calls, email, and system-based communications while meeting established service and quality standards.
Maintain member account security and accuracy by adhering to all applicable Federal, State, and Credit Union regulations, policies, and procedures, with zero preventable compliance violations.
Complete assigned reports, logs, and documentation accurately and on time; ensure clarity, consistency, and reliability of information, and identify opportunities for process improvement within branch operations.
Develop and maintain strong working knowledge of Credit Union products, services, systems, and procedures applicable to branch operations.
Comply with all job-related regulatory requirements, including but not limited to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), USA PATRIOT Act, OFAC, and Fair Lending regulations.
Adhere to all Credit Union policies, procedures, and internal controls applicable to the role.
Lead by example by maintaining professionalism, treating coworkers, members, and others with respect and courtesy, safeguarding confidentiality, demonstrating integrity and reliability, adhering to the Credit Union’s dress code, and maintaining appropriate attendance.