Member Service Representative II

Center Parc Credit Union•Duluth, GA

3d•$20 - $24

About The Position

The Member Service Representative II (MSRII) proactively provides quality-driven service to existing and potential credit union members. The role supports timely payment and transfer processing, opens and maintains accounts, recommends products and services aligned with member needs, and builds positive relationships with members and peers. Depending on assignment, the MSRII may perform some or all listed tasks, but is expected to become proficient in each over time. The position may involve teller and platform duties, occasional work at other APCU/CPCU locations, call-center work, and community-event participation. The position is full-time, non-exempt, and hourly. It reports to the Branch Manager/Operations Manager. The stated target starting pay range is $19.56–$24.45 per hour; actual compensation may vary based on factors including education, experience, qualifications, location, and work history. There are no direct reports, although a designated lead may coordinate day-to-day tasks through indirect or matrixed relationships. The primary purpose of the role is to help Atlanta Postal Credit Union fulfill its mission of helping members achieve financial success by providing exceptional products and service. The MSRII is expected to deliver courteous, efficient, respectful, secure, and integrity-centered service while following applicable procedures and regulatory requirements.

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 made for individuals with disabilities.
Physical ability to operate automated office equipment such as a calculator, computer, printer, facsimile machine, telephone, and copier; 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 the right to work in the U.S.

Nice To Haves

Associate’s degree in Business Management, Business Administration, or a related field, or 2 years of additional specific work experience in lieu of the degree.
2 years of specific member-facing work experience within a credit union.
Prior experience completing transactions in Symitar and Meridian Link.
Prior transactional bank experience with a credit union, bank, or related financial institution.

Responsibilities

Deliver outstanding service to internal and external members in accordance with the credit union’s service promises.
Serve members at various settings and, when needed, work at different APCU/CPCU locations because of absences, business needs, projects, or continuity needs.
May serve as a lead teller.
Process member transactions, including Visa payments, transfers, loan payments, deposits, U.S. Savings Bond transactions, and cash advances.
Occasionally complete teller-line transactions or process pending online memberships or 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.
Complete member relationship-building activities, including follow-up calls, scheduled member contacts, incentive announcements, and acknowledgements 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 and position credit union products and services that meet members’ needs, and refer members to internal partners for product delivery.
Make outbound calls and conduct member-retention conversations as required.
As assigned, receive inbound calls in a call-center environment and provide service in accordance with call-center guidance, processes, and procedures.
Maintain current knowledge of retail and account-opening procedures and follow practices intended to mitigate fraud and unnecessary risk.
Maintain current knowledge of credit union products and services, including their features and benefits.
As assigned, reactivate inactive or dormant accounts and make outbound audio or video calls to welcome new members and discuss products or services suited to their goals or segmentation.
As needed, maintain and 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.
Perform other duties as assigned.