Member Service Representative

Casebine Community Credit Union - Fort Madison, IA3.4


The Member Services Representative is responsible for performing a broad variety of Member services such as opening and closing accounts, renewing certificate accounts and assisting Members with bookkeeping and checking account problems. The Member Services Representative answers Member questions regarding Credit Union services provided and performs a variety of account maintenance activities. Also, this position cross-sells services and performs related secretarial functions as required; assists or refers Members with any and all questions that arise; and attends to all telephone inquiries and transactions for Members.

Duties and Responsibilities

  • Assumes responsibility for the effective and professional performance of Member service functions:

o Presents and explains Credit Union services and products to Members and assists in
meeting their financial needs; opens and closes accounts; orders checks for Member
accounts; completes payroll deductions and authorization forms;
o Answers questions and solves problems for Members by listening to problems, collecting data, securing answers and reporting results to the inquiring party; resolves Member bookkeeping and checking account problems; takes stop payment orders;
o Renews and updates certificate accounts;
o Receives and directs Members and telephone calls; responds to inquiries and questions, or directs them as necessary; records and relays messages;
o Performs file maintenance and account changes as necessary.

  • Assumes responsibility for establishing and maintaining effective, professional business relations with Members:

o Resolves Member requests and questions promptly, courteously and professionally;
o Keeps Members informed of Credit Union services and policies;
o Maintains and projects the Credit Union's professional reputation.

  • Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management:

o Assists other area staff as required;
o Keeps supervisor informed of area activities and significant problems;
o Completes required reports and records accurately and promptly;
o Attends meetings as required.

  • Actively and professionally cross-sells Credit Union services.
  • Practices a conscientious teamwork effort towards member’s financial wellbeing, protection of assets and protection of privacy.
  • Develop working knowledge of the credit union’s electronic data processing system.
  • Performs all duties in a manner that is compliant with CCCU policy and procedures.
  • Assists in other areas as directed by Credit Union management.
  • Develops an understanding of Credit Union history, bylaws, philosophy, organization, policies and operational procedures.
  • Promote referrals to Acuity Group for financial planning and products CCCU does not offer (retirement, estate, college planning)
  • Any other job deemed necessary for efficient running of the office.
  • Keep area neat, clean and orderly.
  • Exhibit a courteous and professional attitude towards job, staff and members by showing dedication and enthusiasm.

Job Specifications
1. High school diploma or equivalent education and experience
2. One to two years of experience in a sales/customer service environment
3. Good understanding of member services and products provided
4. Understanding of Member bookkeeping procedures
5. Strong organizational skills and attention to detail
6. Must value a high degree of accuracy
7. Professional demeanor
8. Effective communication skills
9. Basic PC skills (Windows)
10. Assertive problem solving skills
11. Ability to work well independently, or as part of a team
12. Confidentiality is a must!

Job Type: Part-time

Salary: $8.00 to $11.00 /hour


  • Customer Service: 1 year (Preferred)


  • Fort Madison, IA (Required)

Work Location:

  • One location

Work environment:

  • Front desk

Communication method(s) used:

  • Email
  • Phone
  • In person

Job Duties:

  • Answer incoming customer inquiries
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Record customer information within our customer service database
  • Engage with clients in a friendly and professional manner while actively listening to their concerns
  • Other duties as requested
  • Offer support and solutions to customers in accordance with the company's customer service policies

This Job Is:

  • A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
  • Open to applicants who do not have a college diploma