Member Service Representative Lead - Columbus, GA

Center Parc Credit Union•Columbus, GA

15h•$22 - $27•Onsite

About The Position

The Member Service Rep Lead at Center Parc Credit Union proactively provides quality-driven service to existing and potential members, helping the credit union fulfill its mission of helping members achieve financial success through exceptional products and service. The role includes assisting members with transactions and service requests, opening and maintaining accounts, recommending products aligned with member needs, and building positive relationships. The Lead models service and leadership expectations, provides procedural guidance and subject matter expertise to front-line branch team members, assigns daily work, and supports onboarding and skill development. The position is the first point of escalation for routine member service issues and uses override authority within established limits. Depending on assignment, incumbents may perform some or all listed tasks at a given time, but are expected to become proficient in each task.

Requirements

Associate’s degree in business, business administration, or a related field, plus two years of related work experience; alternatively, two years of college coursework may substitute for 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 where applicable.

Nice To Haves

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

Adhere to and deliver on Center Parc Credit Union’s core values.
Model leadership and service expectations by providing exceptional in-branch member service, reinforcing service standards, and providing procedural guidance and subject matter expertise to front-line branch team members.
Assign daily work to front-line branch team members, observe performance, and collaborate with the Assistant Branch Manager and Branch Manager on coaching, processes, and procedures.
Support onboarding and skill development of new and existing front-line team members 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 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 risk.
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 recommendation is in the member’s best interest.
As needed or required, 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 regulations.
Perform other duties as assigned.