Position Summary
The Member Service Representative (MSR) serves as a key point of contact for members and visitors, delivering exceptional service in alignment with the mission of Long Reach Federal Credit Union. This role is responsible for accurately processing financial transactions, providing information regarding products and services, and supporting lending activities. The MSR contributes to a positive member experience by demonstrating professionalism, efficiency, and a commitment to member satisfaction.
This position may be required to work across all five branch locations, including Middlebourne, St. Marys, Ellenboro, West Union, and Friendly, as business needs dictate. Flexibility and the ability to adapt to varying branch environments are essential to support consistent service delivery and operational effectiveness across the Credit Union.
Essential Functions and Responsibilities
- Greet and welcome members and visitors in a courteous, professional, and friendly manner.
- Provide prompt, efficient, and accurate service while processing member transactions.
- Deliver general and specific information regarding Credit Union products, services, and policies in person, by telephone, and through electronic communication.
- Respond to email and other electronic inquiries in a timely and professional manner.
Operational Responsibilities
- Perform a full range of teller transactions, including check cashing, deposits, withdrawals, transfers, and account maintenance. Assist members with online banking setup and related services.
- Respond to member inquiries, concerns, and complaints; resolve issues or escalate to appropriate personnel as needed.
- Accept and review consumer loan applications; explain loan programs and assist members in selecting appropriate loan products.
- Analyze member financial information, including credit reports and supporting documentation, to assess lending risk and repayment ability.
- Maintain comprehensive knowledge of all Credit Union products, services, policies, and procedures, including applicable regulations governing teller operations.
- Prepare, review, and process loan documentation; ensure accuracy and completeness; meet with members to explain loan terms and finalize loan closings.
- Promote Credit Union products and services by identifying cross-selling opportunities to meet member needs.
- Stay informed of current lending practices, financial products, and industry trends.
- Monitor loan accounts for compliance and coordinate with collections as necessary.
- Process loan maintenance requests, including collateral releases, payment modifications, and due date adjustments within authority limits.
- Participate in meetings, training sessions, and committees as required.
- Perform additional duties as assigned.
Performance Measurements
- Consistently meet or exceed member service expectations.
- Ensure timely and accurate loan processing and communication of decisions.
- Educate members on loan protection and insurance products.
- Maintain compliance with all applicable federal and state regulations, as well as Credit Union policies and procedures.
- Resolve member and internal inquiries accurately and efficiently.
- Deliver professional, knowledgeable, and courteous service to all members and team members.
- Actively participate in ongoing training and professional development (e.g., CPD Online, TruStage, CAMSii, in-house training, webinars).
Knowledge and Skills
Experience
MSR I:
One (1) to three (3) years of similar or related experience in financial services, customer service, or administrative support.
MSR II:
Three (3) to five (5) years of similar or related experience in financial services, customer service, or administrative support, with demonstrated proficiency in member service and the ability to handle more complex transactions and member needs independently.
Education
High school diploma or GED required.
Interpersonal Skills
- Strong interpersonal and communication skills with the ability to build relationships and resolve conflicts effectively.
- Demonstrates professionalism, discretion, and confidentiality in all interactions.
- Ability to communicate with diplomacy and tact in sensitive situations.
Technical and Other Skills
- Thorough understanding of member service principles and practices.
- Ability to assess member needs and recommend appropriate solutions.
- Strong problem-solving and decision-making abilities.
- Proficiency in Microsoft Office and general computer applications.
- Ability to manage multiple tasks, prioritize effectively, and maintain accuracy in a fast-paced environment.
- Knowledge of lending practices and financial products preferred.
Physical Requirements
- Ability to sit or stand for extended periods of time.
- Frequent use of hands and fingers to operate a computer and standard office equipment.
- Ability to communicate effectively in person and by telephone.
- Occasionally lift or move items up to 25 pounds.
Work Environment
This position operates in a professional office environment within a financial institution, supporting operations across the Credit Union’s five branch locations. The role routinely uses standard office equipment such as computers, phones, copiers, and other office technology. The work environment is fast-paced and member-focused, requiring frequent interaction with members and team members. Collaboration and communication across branch locations are essential to ensure consistent service delivery and operational effectiveness.
Disclaimer
This job description is intended to describe the general nature and level of work performed by employees in this role. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Long Reach Federal Credit Union reserves the right to modify this position description at any time in accordance with business needs and applicable federal and state laws. Employment with the Credit Union is at-will and may be terminated at any time, with or without cause or notice, subject to applicable law.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
