MSR

Utah Community Credit Union (UCCU)•Orem, UT

About The Position

The Member Service Representative I (MSR I) provides accurate, professional, and caring member service while delivering a wide range of banking services. The role answers questions, understands and resolves concerns, addresses requests, and offers needs-based Credit Union products and services. It supports new and existing members through in-person interactions, phone calls, voicemail, text, and email, and provides general Credit Union information and guidance on money management and financial matters within the role. The MSR I opens and maintains consumer auxiliary accounts, assists with online and mobile banking and branch technology, processes account transactions and services, and supports loan servicing. The role maintains a balanced cash drawer, ensures transaction accuracy, and completes audits and supporting documentation. It works with branch employees, area personnel, and management to support smooth branch operations, complete records and reports, follow security and opening and closing procedures, and maintain a clean and secure work area. The position also requires ongoing development through assigned training, certification programs, and education, as well as staying informed about relevant economic conditions and legal or regulatory changes. Compensation is based on experience, qualifications, and market alignment; the package includes a competitive base salary, an annual incentive opportunity tied to personal and organizational performance, and comprehensive benefits.

Requirements

High school graduate or equivalent.
One to three years of similar or related experience.
Working knowledge of Credit Union account and loan services, policies, procedures, consumer banking practices, and related legal, regulatory, and documentation requirements.
Excellent member service, communication, and public relations skills.
Professional appearance and attitude.
Analytical, financially minded, and detail-oriented.
Comfort using computer applications and standard business equipment.
Strong typing skills.
Ability to support members and branch operations accurately, efficiently, and professionally.

Responsibilities

Provide excellent member service by answering questions, understanding concerns, deescalating issues, resolving requests, and offering needs-based Credit Union products and services.
Open and maintain consumer auxiliary accounts.
Assist members with online and mobile banking needs and emerging branch technology.
Process deposits, withdrawals, loan payments, wire transfers, cashier’s checks, Visa gift cards, Visa cash advances, night drop deposits, mail deposits, check processing, card maintenance, certificate renewals, file maintenance, account changes, and fraud or debit and credit card disputes.
Maintain a balanced cash drawer and demonstrate transaction accuracy.
Complete audits, reports, records, and supporting documentation accurately and on time.
Assist with loan servicing, including payoffs, address changes, collateral releases, and payment due date changes.
Communicate promptly and courteously with new and existing members in person and through phone calls, voicemail, text, and email.
Provide general Credit Union information and counsel members on money management and financial matters within the role.
Build long-term member relationships by explaining programs and services, assessing needs, offering appropriate products, and resolving concerns.
Work with branch employees, area personnel, and management to support smooth branch operations.
Attend meetings as required and keep management informed of significant activities or concerns.
Maintain a clean and secure work area and follow branch opening, closing, and security procedures safely and precisely.
Complete assigned training and certification programs and pursue ongoing education.
Stay informed about relevant economic conditions and legal or regulatory changes that may affect the Credit Union and its members.
Work a regular and predictable schedule that supports reliable branch operations and a consistent member experience.