Rotating Member Service Representative (MSR I & II)

Current•Baltimore, MD

1d•Onsite

About The Position

The Rotating Member Service Representative (MSR) serves as a flexible, multi-skilled liaison between the credit union and its members. This position is uniquely designed to move fluidly across various physical branch locations. The primary objective is to eliminate operational gaps across the credit union network while maintaining high-tier member satisfaction, accuracy, and deep product advocacy. Under moderate supervision, acting as a liaison for the credit union to maintain member loyalty by efficiently meeting the needs or requests of the member. Provide accurate account information as requested by the member and provide information about the various credit union products and services to members and prospective members. Opens new accounts, resolves issue and professionally handles members' inquires face to face. Provides a variety of transactional services for member’s accounts on deposit and loan products. Ability to recognize additional financial service needs of the member and able to promote and explain these services/products to the member. This position requires travel. Individuals will be required to rotate between MECU branch locations to assist as needed. This is a full- time position with mandatory three (3) Saturdays per month. Additionally, hours may vary. The Rotating Member Service Representative II delivers exceptional, relationship-focused financial services to credit union members. Because this is a rotating (floating) position, the employee must possess high adaptability, traveling frequently to different branch locations within the region to provide operational support during peak hours, staff absences, or elevated business volumes. The Rotating MSR II handles everything from complex transactions to advanced account maintenance, dispute resolution, and consumer loan processing. This role acts as a primary brand ambassador, utilizing needs -based selling to deepen member relationships. Under moderate supervision, acting as a liaison for the credit union to maintain member loyalty by efficiently meeting the more complex needs or requests of the member. Provides accurate account information as requested by the member and provide information about the various credit union products and services to members and prospective members. Opens new accounts, resolves issue and professionally handles members' inquires face to face. Provides a variety of transactional services for member’s accounts on deposit, loan and insurance products. Ability to recognize additional financial service needs of the member and able to promote and explain these services/products to the member. Ability to assist with Teller functions. Conduct on the job training for MSR I. This position requires travel. Individuals will be required to rotate between MECU branch locations to assist as needed. This is a full- time position with mandatory three (3) Saturdays per month. Additionally, hours may vary.

Requirements

Must have dependable transportation and ability to travel to all nine (9) branch locations as needed.
Must have reliable transportation as this position requires daily commuting to various branch locations.
Must work three (3) Saturdays per month.
High School Diploma or General Education Degree (GED) accepted.
Minimum of 12 months of Teller/Member Service experience (for MSR I).
Minimum of 18 months of Member Service experience (for MSR II).
Ability to perform multiple tasks in a fast-paced and challenging environment with professionalism.
Experience with 10-key calculators and basic PC experience.
Excellent verbal and written communication skills.
Proficient in the lending process including; input, funding, maintenance.
Proficient written and oral communication skills.
Adherence to BSA, the Privacy Act and Elder Abuse reporting is a requirement of this position.

Nice To Haves

Candidates with exceptional job tenure (12 months or more in previous role) (for MSR I).
Candidates with exceptional job tenure (18 months or more in previous role) (for MSR II).
Minimum 18 months Teller/Member Service (for MSR II).
Minimum 18 months Financial Services Background (for MSR II).

Responsibilities

Serves as a flexible, multi-skilled liaison between the credit union and its members.
Moves fluidly across various physical branch locations.
Eliminates operational gaps across the credit union network while maintaining high-tier member satisfaction, accuracy, and deep product advocacy.
Maintains member loyalty by efficiently meeting the needs or requests of the member.
Provides accurate account information and information about credit union products and services.
Opens new accounts, resolves issues, and professionally handles member inquiries face to face.
Provides a variety of transactional services for member’s accounts on deposit and loan products.
Recognizes additional financial service needs of the member and promotes/explains these services/products.
Delivers exceptional, relationship-focused financial services.
Provides operational support during peak hours, staff absences, or elevated business volumes.
Handles complex transactions, advanced account maintenance, dispute resolution, and consumer loan processing.
Acts as a primary brand ambassador, utilizing needs-based selling to deepen member relationships.
Assists with Teller functions.
Conducts on-the-job training for MSR I.
Proficient in the lending process including; input, funding, maintenance.
Participation in Business Development activities required.
Adherence to BSA, the Privacy Act and Elder Abuse reporting is a requirement of this position.
Assist in the lending process up to and including: imputing of loans; funding and maintenance.