MSR

Utah Community Credit Union (UCCU)•Provo, UT

13d

About The Position

As an MSR I, you provide excellent member experiences by delivering banking services accurately, professionally, and with care. You answer questions, understand and de-escalate concerns, resolve requests, and offer needs-based Credit Union products and services that support members’ financial goals. You open and maintain consumer auxiliary accounts, help members with online and mobile banking and branch technology, process account and payment services, maintain a balanced cash drawer, complete audits and documentation, and assist with loan servicing. You build relationships with new and existing members through courteous communication across in-person, phone, voicemail, text, and email channels. You provide general Credit Union information and counsel members on money management and financial matters within the scope of your role. You work with branch employees, area personnel, and management to support smooth branch operations. Duties include completing records and reports, attending required meetings, communicating significant activities or concerns to management, maintaining a clean and secure work area, and following branch opening and closing procedures. You continue developing your knowledge through assigned training, certification programs, and ongoing education, while staying informed about relevant economic conditions and legal or regulatory changes. Success requires accurate and efficient transactions in accordance with policies and procedures; consistent security practices; accurate cash balancing and prompt resolution of discrepancies; timely completion of documentation; positive member relationships; and ongoing collaboration and professional development. The role follows a regular and predictable schedule that supports reliable branch operations. Compensation is based on experience, qualifications, and market alignment, with a competitive base salary, an annual incentive opportunity tied to personal and organizational performance, and comprehensive benefits.

Requirements

High school graduate or equivalent.
One to three years of similar or related experience.
Working knowledge of Credit Union account and loan services, policies, procedures, consumer banking practices, and related legal, regulatory, and documentation requirements.
Excellent member service, communication, and public relations skills.
Professional appearance and attitude.
Analytical, financially minded, and detail-oriented approach.
Comfort using computer applications and standard business equipment, including a computer, printer, telephone, and calculator; a notary stamp when applicable.
Strong typing skills.
Ability to support members and branch operations accurately, efficiently, and professionally.

Responsibilities

Provide prompt, professional, and courteous service to members and prospective members.
Answer questions, understand concerns, de-escalate issues, resolve requests, and offer needs-based Credit Union products and services.
Open and maintain consumer auxiliary accounts.
Assist members with online and mobile banking and emerging branch technology.
Process deposits, withdrawals, loan payments, wire transfers, cashier’s checks, Visa gift cards, Visa cash advances, night drop deposits, mail deposits, check processing, card maintenance, certificate renewals, file maintenance, account changes, and fraud or debit and credit card disputes.
Maintain a balanced cash drawer, ensure transaction accuracy, complete audits and supporting documentation, and resolve discrepancies promptly.
Assist with loan servicing, including payoffs, address changes, collateral releases, and payment due date changes.
Build and strengthen relationships with new and existing members through in-person, phone, voicemail, text, and email communications.
Provide general Credit Union information and counsel members on money management and financial matters within the role’s scope.
Work with branch employees, area personnel, and management to support smooth branch operations.
Complete reports and records accurately, attend meetings as required, and keep management informed of significant activities or concerns.
Maintain a clean and secure work area and follow branch opening and closing procedures safely and precisely.
Complete assigned training, certification programs, and ongoing education; stay informed about relevant economic conditions and legal or regulatory changes.
Explain programs and services, assess member needs, offer appropriate products, and resolve concerns courteously and promptly.