Member Service Representative II - Columbus, GA
About The Position
The Member Service Representative II (MSRII) proactively provides quality-driven service to existing and potential credit union members. The role supports Center Parc Credit Union’s mission to help members achieve financial success through exceptional products and service. It includes processing transactions and service requests, opening and maintaining accounts, identifying members’ financial needs, recommending relevant products and services, and building positive relationships with members and peers. Depending on assignment and business needs, the representative may work at different credit union locations, serve as a lead teller, handle teller-line or digital membership transactions, or take calls in a call center environment. The position also involves maintaining knowledge of products, account-opening procedures, and fraud-prevention practices; complying with BSA/AML and OFAC requirements; and may include branch cash and opening or closing duties. The role has no direct reports, though a designated lead may coordinate day-to-day tasks through indirect or matrixed relationships.
Requirements
- High school diploma or equivalent.
- At least 2 years of transactional work experience in banking, financial services, or a credit union.
- 10-key calculator, typing, and keying skills.
- Working knowledge of Microsoft Office software.
- Ability to perform the essential duties satisfactorily; reasonable accommodations may be available for individuals with disabilities.
- Ability to operate automated office machines, including a calculator, computer, printer, facsimile machine, telephone, and copier.
- Ability to stand, bend, and stoop as needed and lift or carry 5 to 25 pounds.
- Employment offer and continued employment are contingent on acceptable background and credit checks and satisfactory proof of authorization to work in the United States.
Nice To Haves
- Associate’s degree in Business Management, Business Administration, or a related field, or 2 additional years of specific work experience in lieu of the degree.
- 2 years of member-facing work experience within a credit union.
- Prior experience completing transactions in Symitar and Meridian Link.
Responsibilities
- Deliver service in accordance with Center Parc Credit Union’s core values.
- Provide member service at various credit union locations as business needs require.
- May serve as a lead teller.
- Process member transactions, including payments, transfers, deposits, savings bond transactions, and cash advances.
- Occasionally complete teller-line transactions or process pending online memberships and share applications submitted through digital channels.
- Complete service requests, clerical duties, and research to resolve member inquiries and concerns.
- Connect members with internal business partners when an inquiry or concern cannot be resolved directly.
- Build member relationships through follow-up calls, scheduled contact intervals, incentive announcements, and recognition of important dates.
- Open new member accounts and assist existing members with account changes and updates; set up share and loan allocations.
- Engage members in needs-based conversations to understand their financial needs.
- Recommend credit union products and services suited to members’ needs and refer members to internal partners for product delivery.
- Make outbound calls and conduct member-retention conversations as required.
- As assigned, take inbound calls in a call center environment and provide service according to applicable procedures.
- Maintain current knowledge of retail and account-opening procedures and follow practices designed to mitigate fraud and risk.
- Maintain current knowledge of credit union products and their features and benefits.
- May reactivate inactive or dormant accounts and contact new members by audio or video to welcome them and discuss needs-based products or services.
- As needed, maintain and balance the branch vault, open or close the branch, balance the ATM and cash drawer, prepare and verify currency or coin orders or shipments, and process night deposits.
- Comply with BSA/AML and OFAC regulations applicable to the position.
- Perform other duties as assigned.
Benefits
- Medical coverage with generous company contributions.
- Dental coverage for the employee paid by the company.
- Vision coverage for the employee paid by the company.
- Paid time off.
- 401(k) plan with a defined company match.
- Company-paid long-term disability.
- Short-term disability.
- Company-paid holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
