Member Service Representative Lead - Macon, GA

Center Parc Credit Union•Macon, GA

5d•$22 - $27

About The Position

The Member Service Representative Lead is a hands-on leadership role combining Teller and Member Service Representative responsibilities. The role proactively provides quality-driven service to existing and prospective credit union members, including processing transactions, opening and maintaining accounts, recommending products and services aligned with members’ needs, and building positive relationships. The lead models branch service standards and provides procedural guidance, day-to-day support, coaching, and work assignments to front-line team members. The role has no direct reports and coordinates with the Assistant Branch Manager and Branch Manager to support consistent coaching, processes, and procedures. The position is full-time, non-exempt, and hourly, and reports to the Branch Manager or Assistant Branch Manager. The purpose of the position is to help members achieve financial success through exceptional products and service.

Requirements

Associate’s degree in business, business administration, or a related field, plus two years of related work experience; alternatively, two years of college coursework may substitute for the degree requirement.
At least four years of related work experience in banking, financial services, insurance, or credit unions.
10-key calculator, typing, and keying skills.
Working knowledge of Microsoft Office software.
Ability to perform the essential duties satisfactorily, with reasonable accommodation where applicable.
Must be able to provide satisfactory results from a background and credit check and proof of authorization to work in the United States.

Nice To Haves

Bachelor’s degree in business management, business administration, or a related field.
Two years of experience in a lead, member-facing role within a credit union.
Prior experience completing transactions in Symitar and Meridian Link.

Responsibilities

Deliver exceptional in-branch service and reinforce the credit union’s service standards and core values.
Provide procedural guidance, subject matter expertise, coaching, and day-to-day support to front-line branch team members.
Assign daily work to front-line team members, observe performance, and coordinate with branch managers to support consistent processes and procedures.
Support onboarding and skill development of new and existing team members.
Serve as the first point of escalation for routine member service issues and facilitate timely resolution.
Exercise override authority within established limits, using sound judgment when determining check holds, waiving or refunding fees, and resolving transactions or service needs.
Process member transactions, including Visa payments, transfers, loan payments, deposits, U.S. Savings Bond transactions, and cash advances.
Complete service requests, clerical duties, and research to resolve member inquiries and concerns.
Connect members with internal business partners when issues cannot be resolved at the branch level.
Open new member accounts, update existing accounts, and establish share and loan allocations.
Recommend credit union products and services that align with members’ needs, using consultative service skills to address questions or objections.
Maintain current knowledge of retail, account-opening, product, and service procedures and follow practices intended to mitigate fraud and unnecessary risk.
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 and shipments, and process night deposits.
Comply with applicable BSA/AML and OFAC requirements.
Perform other duties as assigned.