Member Service Representative-2

AIR ACADEMY•Colorado Springs, CO

11d•$21 - $24•Onsite

About The Position

As a Member Service Representative 2 at Air Academy Credit Union, you’ll help members with everyday banking while taking on more complex financial needs, including consumer lending and advanced account servicing. You’ll listen, ask questions, explain the options, and help members find a way forward. MSR 2 is an opportunity to build deeper experience in financial services and take on greater responsibility within the branch. You’ll strengthen your knowledge of lending, account servicing, financial products, and more complex member needs. You’ll also gain experience supporting daily branch operations when the Branch Manager is unavailable. As you build your skills and experience, you’ll be better prepared to explore future opportunities within the branch or in other departments across AACU.

Requirements

High school diploma or general education degree (GED).
One to two years of related experience in a financial institution, sales, customer service, or a related field is preferred; an equivalent combination of education and experience may also be considered.
Strong verbal communication skills.
Comfort handling cash and completing financial transactions accurately.
Ability to learn and use credit union systems, software, and digital banking tools.
Ability to educate members about credit union products and services and recommend solutions based on their needs.
Ability to follow detailed procedures and take on more complex account and lending responsibilities.
Ability to work branch hours as needed, including scheduled Saturdays.
A valid driver’s license and reliable transportation, as you may occasionally work at alternate branch locations.

Nice To Haves

You really listen. You take time to understand what a member is trying to accomplish before recommending a solution.
You’re comfortable with complexity. You can work through detailed transactions, lending needs, and account questions without losing sight of the person sitting across from you.
You care about getting it right. You understand that accuracy, good judgment, and following the right procedures matter when you’re handling someone’s money.
You can explain the complicated stuff. You’re able to make financial products, lending decisions, and processes easier for members to understand.
You stay steady when something goes wrong. You can work through concerns, changing priorities, and difficult conversations while staying focused on a solution.
You’re comfortable with goals. You can identify member needs, recommend helpful products and services, and stay accountable for referral and sales expectations.
People can count on you. You follow through, keep learning, and are ready to step in when members or teammates need additional support.

Responsibilities

Help members with everyday transactions while also handling more complex account and service needs.
Open personal accounts, excluding IRA/HSA, Organizational, Business, and Fiduciary accounts, and help members understand the products and services available to them.
Guide members through consumer loans by reviewing their needs, recommending options, completing applications, submitting them for underwriting, communicating decisions, collecting required documentation, and helping bring approved loans through closing.
Complete loan maintenance, including corrections and payoff information, and review loans for other branches.
Help members with ACH and wire needs, including origination and stop payments.
Assist with debit card questions, disputes, lost or stolen cards, and instant-issue cards.
Handle more complex account maintenance, including joint-owner removals and fraud transfers.
Work with Admin Support to process deceased member accounts.
Listen to what members are trying to accomplish and recommend financial products and services that may help.
Help members confidently use online and mobile banking, including login assistance, browser questions, and common troubleshooting.
Work through member concerns, look for solutions, and help preserve the member relationship when possible.
Work toward individual and branch referral and sales goals while keeping the member’s needs at the center of the conversation.
Participate in branch and credit union events that connect AACU with the communities we serve.
Help keep the branch running smoothly by completing assigned audits, required training, and other operational responsibilities.
Oversee daily branch operations when the Branch Manager is unavailable.
Follow AACU policies and procedures and comply with applicable regulations, including the Bank Secrecy Act.