Member Service Representative (MSR)

Description

At North Central Area Credit Union, we’re dedicated to providing exceptional financial services and fostering community growth. As a member-focused financial institution, we prioritize personalized service, innovative solutions, and building lasting relationships with our members.

Position Overview: We are seeking a friendly, motivated, and detail-oriented Full-Time Member Service Representative to join our team. In this role, you will be the first point of contact for our members, assisting them with their financial needs while actively promoting our products and services. If you have a passion for customer service and a drive to achieve goals, we would love to hear from you!

Key Responsibilities:

• Provide exceptional member service through inbound and outbound phone interactions, answering questions and resolving issues related to accounts, loans, online and mobile banking, debit/credit cards, and other credit union products and services.
• Maintain an accurate cash drawer and process cash transactions in accordance with credit union policies, including balancing daily transactions, identifying and reporting discrepancies, safeguarding cash and negotiable instruments, and following all security and audit requirements.
• Process transactions such as deposits, withdrawals, and loan payments accurately and efficiently.
• Actively identify and pursue opportunities to cross-sell and up-sell credit union products and services that meet members' needs.
• Assist members with account maintenance.
• Ensure compliance with credit union policies, procedures, and regulatory requirements.
• Handle member complaints and escalate issues as needed to ensure member satisfaction.
• Maintain up-to-date knowledge of credit union products, services, and industry trends to effectively promote offerings.
• Collaborate with team members and other departments to ensure members receive timely, accurate, and consistent service.

Requirements

Qualifications:

• High school diploma or equivalent.
• Previous customer service experience, preferably in a financial services environment with a proven track record in sales and cash handling.
• Previous call center, contact center, or high-volume phone customer service experience preferred.
• Strong communication and interpersonal skills with a focus on delivering excellent service.
• Proficiency in basic computer applications and financial software.
• Ability to handle sensitive information with confidentiality and integrity.
• Strong attention to detail and problem-solving abilities.
• Ability to work effectively both independently and as part of a team.

What We Offer:

• Competitive pay and benefits package.
• Comprehensive health, dental, and vision insurance.
• Disability and Life insurance.
• 401(k) plan with employer match.
• Paid time off and holidays.
• Opportunities for professional development and career growth.