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Member Services Representative II

Our clients’ Federal Credit Union has built a legacy of outstanding service, stability and operational integrity. They deliver outstanding products and service to members located around the world through innovative technology.

A Member Service Representative II (MSR II) is primarily a Call Center/E-Service Branch position at the Federal Credit Union. This position’s primary responsibility is to interact with members via all communication channels. An MSR II is responsible for developing member relationships by building trust and carrying out our core values and mission “Uniquely partnering to make life’s journey easier”. By committing to these values, an MSR II will have a natural ability to partner with members to identify and offer solution-based credit union products and services while providing a high level of professionalism, service and discretion. In a supporting role, an MSR II must maintain strong communication and engagement with other credit union employees. The ability to work in a collaborative team environment and the willingness to assist in other areas within the department is expected.

Primary Job Functions & Objectives:

  • Actively handles call-center queue and chat calls
  • Troubleshoots and provides member resolution on all e-service platforms (Online & Mobile banking, POP Money, Bill Pay)
  • SME of all CU products and services
  • Innate ability to key in and identify cross-offering opportunities
  • Promotes CU products and services for the overall benefit of our members
  • Opens/closes sub-share accounts
  • Understands and can explain basic loan products
  • Assists members with basic IRA inquiries and/or transactions
  • Processes basic Card Service-related functions using Card Wizard, CO-OP, and JHA CPS platforms
  • Identifies and refers members to our Wealth Management Financial Advisor
  • Handle member service-related transactions and/or requests received in person, or via electronic communication channels
  • Backs-up Branch POD/Lobby front desk as needed
  • Perform Teller transactions while MSR 1 is on break and at lunch
  • Potential to develop into an MSR III Role
  • All other duties assigned

Qualifications & Skills:

  • Natural ability to provide excellent member service
  • Good interpersonal skills and team player
  • Motivated and can work independently
  • Analytical and strong problem-solving skills
  • Organizational skills
  • Project management ability
  • Detail oriented
  • Strong communication skills verbal and written (to include typing)
  • Ability to prioritize
  • Ability to meet assigned goals

Education & Experience:

  • High School or, GED. Some college preferred
  • Minimum 1-year banking or retail experience REQUIRED
  • Previous experience working as Teller is REQUIRED

Technical Skills, Knowledge, or Training:

  • Symitar Experience – STRONGLY PREFERRED
  • Word and Excel – REQUIRED
  • Microsoft Outlook & related applications – Preferred, not required

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