Member Service Specialist                                            

POSITION SUMMARY:  Responsible for a variety of member service activities associated within the branch operations area. Provide complex support functions, information and analysis including some specialized tasks regarding our products and services. Ensure the highest quality of member service.  Be knowledgeable of products and services, related regulatory requirements, and internal procedures.  Actively sell products and services that fit our members’ needs.


  1. Member Service: Perform teller duties.  Handle more complex duties associated with member services, member inquiries, concerns and questions in a pleasant, professional and efficient manner. Provide analysis and resolve as required. Determine need for additional supervisor input. Assist supervisor/vault teller as needed.
  2.  New Accounts and Investments:  Determine eligibility of potential member, complete the new account process, and forward required paperwork for completion with related regulatory, advertising and promotional material to the appropriate department. Invest funds from new or existing accounts to those investments as directed by the member. 
  3. Process originations, funds transfers, allocations, account maintenance, etc.
  4. Post mail, complete verification of deposit requests, order cards/checks/PINs, process stop payments, etc.
  5. Monitor and maintain Member Service voicemail, email and fax.
  6.   Monitor and track processes to ensure efficient, quality service is provided to members.   
  7. Be knowledgeable of, troubleshoot and promote electronic services to members including, but not limited to:  NetBranch, Bill Pay, Visa Debit & ATM cards, direct deposit, Mobile banking, and Remote deposit.
  8. Perform duties associated with loans to include taking loan requests via phone and input loan applications. Inform member of loan process, rates of interest, terms, and other products, services or features available to them (insurance, GAP, extended warranties, etc.).
  9. Sales:  Promote and sell credit union products/services to members, matching members’ needs.  Follow internal procedures for follow-up and maintain log of same to assist credit union in analysis of productivity, etc.
  10. Ensure confidentiality of member and employee-related business is kept in strict confidence.
  11. Treat all credit union members and employees with a positive and cooperative attitude.
  12. Ensure compliance with State and Federal regulations.
  13. Participate in community involvement program with a minimum of one hour per month. Report to manager activity on a monthly basis.
  14. Perform such other duties as assigned by manager.


  1.        Training and Education:  Minimum 3 years’ experience or equivalent in a financial Institution working in Operations, New Accounts and/or Loans.
  2.        Knowledge of compliance and Federal and State laws relating to areas of responsibility.
  3.        Must possess above average communication skills, and the ability to sell credit union products and services.
  4.        Must possess above average interpersonal skills to insure member satisfaction. Organized and detail-oriented.
  5.        Experience with PC’s, Microsoft Office, and other office equipment.
  6.        Formal Education or Equivalent: minimum 2 year degree from a school of higher learning and/or experience equivalent.


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Service Center Specialist


Responsible for a variety of functions within the branch. Provide complex support functions, information & analysis including some specialized tasks including new accounts, IRA’s, investments, plastic cards & other products and services. Ensure the highest quality of member service.  Knowledge of regulatory requirements, actively sell products & services. Full-time plus benefits. Minimum 2 years in new accounts required. Excellent communication skills required.  

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Member Service Representative:  Full-time / Part-time

Primary Functions

Delivers outstanding service to members both face to face and externally (phone, email, etc.). Perform teller and select member service activities, as well as meet sales goals through cross sales of credit union products and services.

Duties and Responsibilities

  • Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
  • In compliance with credit union marketing image and service delivery goals, be knowledgeable of and sell credit union products and services, answer inquiries and provide information to members on all types of accounts, loans, and other credit union services.
  • Perform teller job functions, balancing functions for ATM, individual and branch summaries, and GL accounts as assigned.
  • Perform progressively responsible duties to include: a. Add new relationships to existing accounts. b. Perform needs identification and cross sell appropriate credit union products and services.
  • Serve members in person and by telephone, determining the nature of business, handle request(s) or refer to appropriate department.
  • Attain and maintain a thorough understanding of the credit union’s policies and procedures, providing routine information to the members.
  • Open and close the computer terminal on a daily basis.  Account for assigned cash and transactions and balance to the computer system daily.
  • Process members’ transactions to include, but not limited to, deposits, withdrawals, transfers, and loan payments in an accurate and efficient manner.
  • Open and maintain IRAs and share certificates.
  • Order ATM cards.
  • Process credit card cash advances.
  • Prepare and disburse money orders, traveler’s checks, certified checks and cashier’s checks.
  • Process wire transfers, stop payments, check holds and check orders.
  • Assist Branch Manager in the overall maintenance of the branch office, to include opening and closing, and general cleanliness of the office in order for its presence to be in an orderly and professional manner.
  • Open and close member accounts and services.
  • Perform other duties and responsibilities as required or assigned.

Qualified applicant will be able to successfully perform each duty. Prior banking experience required. Exceptional interpersonal skills required.

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