Member Service Representative II

FIRST FLIGHT FEDERAL CU•Cary, NC

3d•Onsite

About The Position

First Flight Federal Credit Union is hiring a Member Service Representative II to help Members achieve financial success through meaningful relationships, thoughtful financial guidance, and exceptional service. The role supports Members as they make financial decisions, including financing vehicles, exploring home equity options, and choosing deposit accounts. The representative guides Members through consumer lending options, originates and processes loans, and manages the lending process from application through closing. The role also builds Member relationships, develops referral relationships with local dealerships and businesses, opens memberships and deposit accounts, and assists with account servicing and financial questions. The representative works with branch teammates and lending partners, maintains accurate loan documentation, follows applicable policies and regulatory requirements, and supports branch goals. This position is onsite Monday through Friday during a scheduled shift. The successful candidate is reliable, accurate, responsive, collaborative, and committed to supporting Members through their service needs.

Requirements

2–3 years of financial services experience; banking or credit union experience is preferred.
High school diploma or equivalent.
Familiarity with consumer lending, financial products, and relationship-based service.
Confidence using Windows-based systems and navigating multiple applications.
Ability to obtain NMLS registration within 90 days of employment.
Ability to complete First Flight's Membership Officer Certification.
Prepared to work onsite Monday through Friday during a scheduled shift.
Strong relationship-building, active listening, and Member-service skills.
Sound judgment and the ability to evaluate information, consider alternatives, and make thoughtful decisions.
Strong communication skills, including the ability to explain financial information clearly and handle challenging conversations professionally.
Ownership, follow-through, and ability to manage competing priorities.
Collaborative approach, receptiveness to feedback, initiative, adaptability, and willingness to learn.

Nice To Haves

Associate’s degree.
Banking or credit union experience.

Responsibilities

Guide Members through consumer lending options, including auto, boat, RV, personal, and home equity lines of credit (HELOCs).
Originate and process consumer loans accurately, in compliance with regulations, and with a positive Member experience.
Manage the lending process from application through closing, proactively communicating with Members and keeping them informed.
Identify Members’ financial needs and recommend appropriate loan and deposit products.
Build trusted Member relationships through attentive service, knowledgeable guidance, and consistent follow-through.
Develop relationships with local dealerships and businesses to generate referrals and strengthen lending opportunities.
Open new memberships and deposit accounts, helping Members choose products aligned with their needs and goals.
Assist Members with account maintenance, servicing requests, and financial questions, taking ownership of the service experience.
Work with branch teammates and lending partners to provide efficient, accurate, and responsive service.
Maintain complete and accurate loan documentation while following established policies, procedures, and regulatory requirements.
Take initiative to solve problems, manage priorities, and identify opportunities to improve the Member experience.
Support branch goals and additional responsibilities as needed.