The Member Services Rep serves as a trusted frontline partner, delivering accurate transactions while building meaningful member relationships. This role supports day-to-day financial needs and identifies opportunities to deepen engagement through accounts, loans, and digital services. Success is driven by attention to detail, consultative service, and a commitment to member financial well-being.

Key Responsibilities

• Member Service: Deliver positive in-person and phone experiences; handle routine and complex transactions including deposits, transfers, payments, debit cards, and account maintenance while building lasting relationships.
• Relationship Growth: Recommend products and services aligned with member goals; open and expand accounts; promote digital tools; conduct proactive outreach and follow-ups.
• Lending Support: Assist with consumer loan inquiries and applications; process loan payments, payoffs, lien releases, and related documentation.
• Documentation & Compliance: Maintain accurate records for account openings and service requests; process updates such as ACH, overdraft protection, and account changes in compliance with procedures.
• Operational Support: Maintain branch materials, support cross-training and projects, and collaborate with teams to ensure seamless service.

Qualifications

• High school diploma or GED required.
• Customer service, financial institution, or sales experience preferred (training provided).
• Strong communication, attention to detail, basic math skills, and ability to manage multiple systems.
• Ability to balance high-quality service with goal-driven conversations.