Member Service Representative

GreenState Credit Union•Altoona, IA

About The Position

The Member Service Representative (MSR) provides quality, responsive, and professional service to GreenState Credit Union members and staff. As a frontline representative and the face of the credit union, the MSR handles daily transactions and inquiries, provides information about credit union products and services, and helps members identify and meet their financial needs. The role emphasizes accuracy, confidentiality, integrity, teamwork, continuous improvement, and a positive member-focused approach. The MSR performs a broad range of member transactions, including deposits, withdrawals, transfers, check cashing, loan and credit card payments, cash advances, bond redemptions, and the sale or disbursement of financial instruments. The position also supports account problem resolution, product referrals, cash and vault management, balancing and reconciliation, security procedures, and community involvement. The role reports to the assigned Manager Retail Branch and does not supervise other employees.

Requirements

High school diploma or equivalent, such as a GED.
Interpersonal skills to represent the Credit Union positively.
High energy and the ability to approach individuals, engage in conversation, build rapport, and maintain member loyalty.
Thorough knowledge of deposit products and regulations.
Accuracy in cash handling and transaction recording, with strong attention to detail.
Good telephone manners and techniques.
Ability to work with minimal direction and exercise sound judgment.
Member account problem-solving skills.
Proficiency with related computer applications, spreadsheets, word processing, and database applications.
Ability to develop and maintain effective working relationships as part of a cohesive team.
Must be bondable.

Nice To Haves

Cash handling, sales, and customer service experience.

Responsibilities

Follow Credit Union Service Standards and demonstrate a positive, professional service focus with members, guests, and coworkers.
Protect the confidentiality of member information and account records; request identification when necessary and provide account information only to authorized account owners.
Make weekly outbound service calls to members.
Answer member questions or refer members to the appropriate department or supervisor.
Assist with account discrepancies, statement problems, and complaints, escalating issues as necessary.
Perform member transactions, including deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, official check disbursements, and sales of money orders, cashier's checks, savings bonds, and promotional materials.
Identify member financial needs and provide or refer members to appropriate GreenState products, services, or specialized departments.
Educate members and staff about product and service features and benefits, and make referrals that support member needs and team goals.
Maintain a satisfactory balancing record and complete daily drawer balancing and reconciliation, including resolving offages.
Examine checks for endorsements and negotiability, determine funds availability under applicable regulations and policies, and place holds and provide documentation when needed.
Process mail and night-deposit transactions and complete required forms and logs.
Participate in opening and closing procedures, organize the MSR area, turn off equipment, and secure confidential information at the end of the day.
Monitor and manage the vault, including cash disbursements, balancing, and end-of-day lock-up; maintain appropriate cash levels.
Assist with security procedures and maintain accountability for office keys and combinations.
Balance, maintain, and correct the coin machine and cash recyclers.
Participate in community service organizations and/or credit-union-sponsored events.
Work scheduled hours punctually and work overtime as necessitated by business demand.