Member Service Representative Lead

Center Parc Credit Union•Atlanta, GA

3d•$22 - $27•Onsite

About The Position

The Member Service Representative Lead proactively provides quality-driven service to existing and potential credit union members, helping them achieve financial success through exceptional products and service. The role includes processing payments and transfers, opening and updating accounts, making needs-based product recommendations, and building positive relationships with members and colleagues. The Lead models service expectations, provides procedural guidance and subject matter expertise to frontline branch teammates, assigns daily work, observes performance, and supports onboarding and skill development. The role is the first point of escalation for routine member service issues and uses established override authority and sound judgment to resolve transactions and service needs. The Lead has no direct reports but guides and coaches teammates and coordinates with internal and external partners. Additional duties include researching and resolving inquiries, connecting members with internal partners as needed, maintaining product and procedure knowledge, following fraud-prevention practices and applicable BSA/AML and OFAC requirements, and performing cash and branch operations as assigned. The position is full-time, non-exempt, hourly, and reports to the Branch Manager or Assistant Branch Manager.

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.
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.

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, consistently executing and reinforcing branch service standards.
Provide procedural guidance and subject matter expertise to frontline branch team members.
Assign daily work to frontline team members, observe performance, and coordinate with the Assistant Branch Manager and Branch Manager 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.
Use override authority within established limits and exercise sound judgment when determining check holds, waiving or refunding service fees, and resolving member 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 needed 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.
Maintain current knowledge of retail and account-opening procedures and follow practices that mitigate fraud and unnecessary risk.
Maintain product knowledge and explain 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 recommendation is in the member’s best interest.
As needed, maintain or 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.