The Member Service Representative (MSR) serves as the face of Origins Credit Union.
They provide members with prompt, professional, and accurate service in all transactions. The primary function of this role is to perform teller transactions and handle new account openings/existing account closures. They are also tasked with assisting members with daily financial needs and promoting the credit union’s full range of products and services.
The MSR helps members achieve their financial goals while safeguarding the credit union’s assets and ensuring compliance with all internal policies and regulatory standards.
Role Identity/Ideal Candidate:
- Member Focused: Delivers consistent, positive, and personalized service to every member.
- Detail Oriented: Balances cash accurately and follows procedures with precision.
- Professional & Personable: Communicates clearly, confidently, and respectfully.
- Team-Oriented: Works collaboratively to support branch and organizational goals.
- Dependable: Maintains reliable attendance and a strong work ethic.
- Compliance-Minded: Adheres to all BSA/AML, OFAC, and internal policies and procedures.
Core Responsibilities:
- Greet members warmly and provide efficient service for deposits, withdrawals, transfers,
payments, and other transactions.
- Balance cash drawer daily and maintain minimal outages.
- Open new accounts and perform account maintenance in accordance with policy.
- Educate members on products and services that meet their financial needs.
- Assist with loan payments, check requests, share drafts, and line of credit advances.
- Handle member inquiries, disputes, and requests for information in a timely manner.
- Maintain confidentiality of member and credit union information at all times.
- Follow dual control and security procedures for cash handling and branch operations.
- Research and resolve account discrepancies or errors, escalating when necessary.
- Support branch operations with scanning, mail, data entry, and phone support.
- Promote the credit union’s digital tools, mobile app, and online banking services.
- Participate in training, cross-training, and compliance reviews as scheduled.
- Maintain knowledge of current promotions, rates, and policies.
- Contribute to branch goals by achieving individual referral and service benchmarks.
- Complete other duties as assigned to support branch success.
What Success Looks like:
When this role is executed with excellence we can expect to see:
- Consistently balanced cash drawer and clean audit results.
- Positive feedback from members and colleagues.
- Strong product knowledge and referral success.
- Timely, accurate completion of transactions and account maintenance.
- Compliance with all credit union and regulatory requirements.
- Demonstrated teamwork and contribution to a positive branch culture.
Organizational Context:
- Reports to the Branch Manager.
- Collaborates with Lending, Operations, and Compliance teams.
- Serves as the primary point of contact for members in-branch or by phone.
- Represents Origins Credit Union with professionalism and enthusiasm.
Growth & Impact:
The Member Service Representative is central to Origins’ promise of service and trust. Every interaction shapes a member’s perception of the credit union. Excellence in this role builds the foundation for career growth in lending, operations, or branch management
Job Type: Full-time
Pay: $17.00 per hour
Benefits:
- 401(k) 6% Match
- AD&D insurance
- Bereavement leave
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Prescription drug insurance
- Tuition reimbursement
- Vision insurance
- Volunteer time off
Education:
- High school or equivalent (Required)
Experience:
- Cash handling: 1 year (Preferred)
- Banking: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Work Location: In person
