Member Relationship Representative

Description

Primary Job Functions:

The Member Relationship Representative (MRR) is a key member of the branch team and plays an important role in creating a first-class experience for every member by demonstrating PostCity Financial Credit Union’s Core Values: First-Class Service, Integrity, Convenience, and Community. This position is responsible for a combination of member service, teller transactions, account opening and maintenance, lending support, and relationship/business development. The MRR gets to know members, understands their financial needs, and connects them with the products, services, and people who can help.

Job Responsibilities:

Deliver a First-Class Member Experience

• Welcome members and create a warm, professional, and personalized experience.
• Build genuine relationships with members and learn about their financial needs and goals.
• Listen carefully, ask thoughtful questions, and demonstrate empathy when helping members.
• Resolve member concerns and inquiries promptly, professionally, and accurately.
• Explain products, services, account features, and applicable requirements clearly and accurately.

Member Service & Branch Operations

• Deliver exceptional service by assisting members with routine financial transactions, account maintenance, and inquiries regarding Credit Union products and services.
• Process deposits, withdrawals, loan payments, transfers, cashier's checks, and other teller transactions accurately and efficiently.
• Balance cash drawer and maintain accurate cash handling practices.
• Open, maintain, and close member accounts while ensuring all required documentation is complete.
• Process account maintenance requests, file maintenance, and member record updates.
• Assist in preparing new account and home equity loan packets.
• Gather required documentation from members to prepare consumer loans for underwriting.
• Review loan files prior to funding to ensure accuracy, completeness, and regulatory compliance.
• Complete account/loan administrative tasks such as signature card scanning, payoff demands, completing reconveyance requests, DMV items, and reviewing title reports.
• Resolve routine member questions, concerns, and complaints with professionalism and urgency.
• Assist members with online and mobile banking, including password resets and troubleshooting access issues.
• Maintain accurate transaction records and documentation.
• Balance cash and follow established cash-handling, security, and internal control procedures.
• Maintain the highest level of accuracy and integrity when handling member funds.
• Process mail transactions, returned mail, and bad address tracking.

Support Business Development & Community

• Participate in USPS site visits, community events, and other outreach activities.
• Represent PostCity professionally in the community and with our sponsor groups.
• Look for opportunities to introduce prospective members to PostCity and explain how we can help them afford life.
• Support branch and Credit Union initiatives designed to deepen member relationships and grow our membership.

Compliance & Operational Excellence

• Follow all Credit Union policies, procedures, internal controls, and security requirements.
• Comply with applicable federal and state laws and regulations, including BSA/AML, the USA PATRIOT Act, and OFAC requirements.
• Recognize and report unusual or suspicious activity in accordance with established procedures.
• Protect member information and maintain strict confidentiality.
• Complete required training and maintain current knowledge of applicable regulations and procedures.

Requirements

• Minimum of 2 years member services experience in a Credit Union or financial institution is highly desirable.
• Excellent verbal and written communication skills, including writing business correspondence.
• Excellent interpersonal skills
• Ability to work 32+ hours a week, Monday through Friday, and the occasional weekend day.
• Goal driven and able to meet or exceed established cross-sell goals. 
• PC and calculator proficient, including experience with Microsoft products, Word, Excel and Outlook.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to work independently or within a team to accomplish goals and objectives.
• Ability to provide attention to detail with accurate and consistent results.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be able to operate office/branch equipment including telephone, copier, scanner, cash recycler, and ATM.
• Working knowledge of operational regulations, laws, and principles
• Salary commensurate with experience.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger including frequent keyboarding for periods of time, handle or feel; reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl; talk and hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.