Member Service Representative Lead - Rome, GA

Center Parc Credit Union•Rome, GA

9h•$22 - $27

About The Position

The Member Service Rep Lead proactively provides quality-driven service to existing and prospective credit union members. The role processes payments and transfers, opens and updates accounts, recommends products aligned with members’ needs, and builds positive relationships with members and colleagues. The Lead provides procedural guidance and subject-matter expertise to front-line branch team members, assigns daily work, supports onboarding and skill development, and serves as the first point of escalation for routine member service issues. The role has no direct reports and coordinates with branch leadership and other partners through indirect or matrixed working relationships. The position may involve member transactions and service requests, research and issue resolution, use of override authority within established limits, maintaining product and procedural knowledge, fraud-risk mitigation, and compliance with BSA/AML and OFAC requirements. Depending on assignment and need, duties may also include maintaining or balancing the branch vault, opening or closing the branch, balancing the ATM and cash drawer, preparing or verifying currency or coin orders and shipments, and processing night deposits. This is a full-time, non-exempt, hourly position with a target hiring pay range of $21.75–$27.19 per hour. It reports to the Branch Manager or Assistant Branch Manager. The role is based in Rome, Georgia.

Requirements

An associate’s degree in business, Business Administration, or a related field, plus two years of related work experience; or two years of college coursework equivalent to the degree.
Four years of related work experience in banking, financial services, insurance, or credit unions.
10-key calculator, typing, and keying skills.
Working knowledge of Microsoft Office software.
Ability to perform the essential duties satisfactorily, with reasonable accommodation when needed.

Nice To Haves

A bachelor’s degree in business management, Business Administration, or a related field.
Two years of experience in a lead, member-facing role within a credit union.
Prior experience completing transactions in Symitar and Meridian Link.

Responsibilities

Model leadership and service expectations by providing exceptional in-branch member service, executing and reinforcing service standards, and providing procedural guidance and subject-matter expertise to front-line team members.
Assign daily work to front-line branch team members, observe performance, and collaborate with the Assistant Branch Manager and Branch Manager on consistent coaching, processes, and procedures.
Support onboarding and skill development by demonstrating expected behaviors and reinforcing daily work expectations.
Serve as the first point of escalation for routine member service issues and facilitate timely, consistent resolution.
Exercise override authority within established limits and use sound judgment when determining check holds, waiving or refunding service fees, and resolving member transactions or service needs.
Process member transactions, including Visa payments, transfers, loan payments, deposits, U.S. Savings Bond transactions, and cash advances.
Complete service requests, clerical duties, and research needed to resolve member inquiries and concerns.
Connect members with internal business partners when inquiries or concerns cannot be resolved at the branch level.
Open new member accounts, update existing accounts, and establish share and loan allocations.
Recommend credit union products and services aligned with members’ needs.
Maintain current knowledge of retail and account-opening procedures and follow practices intended to mitigate fraud and unnecessary risks.
Maintain current product knowledge and understand the features and benefits of credit union products and services.
Use product knowledge and consultative service skills to address member skepticism or objections when a recommended product or service is in the member’s best interest.
As needed, maintain or balance the branch vault, open or close the branch, balance the ATM, prepare and verify currency or coin orders and shipments, process night deposits, and balance the cash drawer.
Comply with applicable BSA/AML and OFAC requirements.
Adhere to and deliver on Center Parc’s core values: Serve Exceptionally, Commit to Better, Find the Fun, Invest in Integrity, Follow the Numbers, Go Forth and Conquer, and Protect with Passion.
Perform other duties as assigned.