Universal Member Service Representative I

Johns Hopkins Credit Union•Baltimore, MD

3d•$20 - $25•Onsite

About The Position

The Universal Member Service Representative I is a key member of the branch team, delivering a service-driven, hospitality-focused experience to members. The role proactively engages new and existing members, builds consultative relationships, explores financial needs, and provides solutions-oriented support to help members achieve their financial goals. It combines relationship development, operational accuracy, and readiness to build trust and provide a consistent, high-quality experience across in-person, phone, video, and digital channels. The position serves as a welcoming presence in the branch, supports lobby flow, handles member inquiries, and educates members about credit union products, services, and resources. It also conducts needs-based financial conversations, originates consumer loan applications, makes referrals to specialized partners, and supports the branch’s financial coaching program. The representative performs financial transactions in accordance with credit union policies, procedures, and regulatory requirements; safeguards cash and negotiable instruments; processes documentation and loan stipulations; and follows fraud prevention practices. The primary work location is the East Baltimore branch, with possible short-notice assignments at other Baltimore-area branches as business needs require.

Requirements

High school diploma or General Education Development (GED).
Six months to two years of related member service experience in a credit union or financial services environment; an equivalent combination of education and experience may be considered.
Strong member service and relationship-building skills.
Effective verbal and written communication skills.
Ability to identify member needs and recommend appropriate solutions.
Strong attention to detail and accuracy.
Ability to exercise sound judgment and resolve routine member concerns.
Basic computer skills and ability to learn new systems and technology.
Ability to perform the essential duties satisfactorily, with reasonable accommodations where applicable.

Responsibilities

Support, demonstrate, and promote the credit union’s SERVICE culture: Support, Educate, Respect, Value, Innovate, Communicate, and Empower.
Model inclusive behaviors, proactively manage bias, and support the credit union’s diverse employee base and membership.
Greet members and guests promptly, manage lobby flow, and guide people to appropriate resources or remote channels.
Use active listening and consultative conversations to build relationships and deliver thoughtful, personalized solutions.
Provide a consistent, high-quality member experience across in-person, phone, video, and digital interactions.
Take ownership of member inquiries and concerns, resolve them with care and follow-through, and escalate complex situations when appropriate.
Educate members about credit union products, services, and resources to build and sustain relationships.
Conduct needs-based financial conversations to identify member goals and recommend appropriate solutions.
Support member, deposit, and lending growth through consultative interactions and proactive engagement initiatives, including CU2U efforts.
Originate consumer loan applications, educate members on loan products, guide members through the process, and provide status updates.
Coordinate timely referrals and member support with specialized partners, including investment services, mortgage, and financial coaching.
Support the execution and integration of the credit union’s financial coaching program in the branch.
Complete intake and initial pre-coaching reviews, including credit report overview, budget review, and goal setting, and facilitate warm handoffs to financial coaches.
Perform accurate financial transactions in accordance with credit union policies, procedures, and regulatory requirements, including BSA, the USA PATRIOT Act, and cash controls.
Safeguard assigned cash and negotiable instruments using dual control and cash handling best practices.
Ensure documentation, forms, and loan stipulations are complete, accurate, and processed promptly using established checklists.
Use fraud prevention practices, including Know Your Member (KYM) and Red Flag guidelines, to protect member data and credit union assets.
Remain compliant with applicable laws and regulations, including BSA and the USA PATRIOT Act.
Float to other branch locations on short notice when needed to support operational readiness, staffing coverage, or business continuity.
Perform additional duties and responsibilities as assigned.