Member Service Representative Lead - Covington, GA

Center Parc Credit Union•Covington, GA

3d•$22 - $27•Onsite

About The Position

The Member Service Representative Lead proactively provides quality-driven services to existing and potential credit union members, helping Center Parc Credit Union fulfill its mission of helping members achieve financial success through exceptional products and service. The role involves engaging members to process payments and transfers, open accounts, recommend products aligned with member needs, and build positive relationships with members and peers. As a hands-on designated lead, the employee models service expectations, provides procedural guidance and subject-matter expertise to front-line team members, assigns daily work, observes performance, and supports onboarding and skill development. The role is also a first point of escalation for routine member service issues and uses established override authority and sound judgment to resolve transactions and service needs. The position performs member transactions, account servicing, research, and clerical work; maintains knowledge of procedures and products; and follows practices that mitigate fraud and risk. Depending on assignment, duties may include branch opening or closing, vault and cash balancing, ATM balancing, currency and coin orders or shipments, and night deposits. The role must comply with applicable BSA/AML and OFAC requirements. It has no direct reports and coordinates with managers, team members, and internal or external partners through indirect or matrixed relationships.

Requirements

Associate 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.
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.
Ability to operate automated office equipment, including a calculator, computer, printer, facsimile, telephone, and copier.
Ability to stand, bend, and stoop as needed.
Ability to lift and/or carry 5 to 25 pounds.

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

Model Center Parc Credit Union’s core values and service expectations, delivering exceptional in-branch service and reinforcing service standards.
Provide procedural guidance and subject-matter expertise to front-line branch team members.
Assign daily work to front-line team members, observe performance, and collaborate with branch management on coaching, processes, and procedures.
Support onboarding and skill development by demonstrating expected behaviors and reinforcing daily work expectations.
Act as the first point of escalation for routine member service issues and facilitate timely, consistent resolution.
Exercise override authority within established limits and use 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.
Refer members to internal business partners when an inquiry or concern 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 aligned with members’ needs.
Maintain current knowledge of retail and account-opening procedures and follow practices intended to mitigate fraud and unnecessary risk.
Maintain current product knowledge and understand the features and benefits of credit union products and services.
Use product knowledge and consultative service skills to address member skepticism or objections when a recommended product or service is in the member’s best interest.
As needed or required, 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 BSA/AML and OFAC regulations applicable to the position.
Perform other duties as assigned.