Member Service Representative

SIU CREDIT UNION; Marion (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

SIU Credit Union in Marion, Illinois is seeking a Member Service Representative to deliver comprehensive financial services and superior member support. You will manage specialized accounts, support loans, and provide Notary and Medallion Signature Guarantee services.

Candidate should have a high school diploma and 2+ years of related experience, with strong written and verbal communication skills and the ability to maintain regulatory compliance, including NMLS registration.

Qualifications

• Two years’ related experience preferred.
• Excellent written and verbal communication skills.
• Must be bondable and able to exercise sound administrative judgment.

Responsibilities

• Open and maintain specialized deposit accounts (trusts, estates, guardians, business, UTMA) and tax-advantaged accounts (HSA/IRA).
• Serve as backup for universal teller/concierge functions.
• Manage deceased member accounts, assist with online banking, and provide Notary and Medallion Signature Guarantee services.
• Review and process fee refunds and resolve member concerns.
• Process consumer loan applications via in-person, online, phone, or fax.
• Advise members on fraud, identity theft, credit building, and budgeting.
• Cross-sell existing products and meet monthly sales/service goals.
• Assist members with account fraud and forgery issues.

Skills

Customer service

Written communication

Verbal communication

Decision making

Bondable

Education

High school diploma or equivalent

Tools

PC software

Job description

Description

POSITION: MEMBER SERVICE REPRESENTATIVE

• Reports To: Branch Manager
• FLSA Status: Non-Exempt
• Supervisory: No
• Department: Operations
• Pay Code: 6

POSITION PURPOSE

The Member Service Representative is responsible for providing comprehensive financial services, including advanced account management, consumer lending support, and expert financial assistance. This position requires a motivated individual committed to meeting sales goals while strictly adhering to regulatory compliance standards, including NMLS registration.

KEY RESPONSIBILITIES

Member Services

• Account Administration: Open and maintain specialized deposit accounts (e.g., trusts, estates, guardian, business, UTMA) and tax-advantaged accounts (HSA and IRA).
• Support & Backup: Serve in a backup capacity for the universal teller/concierge functions.
• Specialized Assistance: Manage and settle deceased member accounts, assist with online banking, and provide Notary and Medallion Signature Guarantee services.
• Resolution & Adjustment: Review and process fee refund requests and handle member concerns/issues to provide resolution.
• Loan Processing: Process consumer loan applications received through various channels (in-person, online, phone, fax).
• Consultation: Assist members on critical financial topics, including identity theft, fraud, credit building, and budgeting.
• Sales Performance: Actively cross-sell existing products, introduce new products, and strive to meet established monthly sales and service goals.
• Fraud Support: Assist members in resolving account fraud and forgery issues.

Compliance & Professional Development

• Regulatory Compliance: Maintain eligibility and required registration with the Nationwide Mortgage Licensing System & Registry (NMLS).
• Security & Procedure: Remain informed and comply with all security procedures and applicable regulations, ensuring ongoing compliance.
• Documentation: Maintain accurate loan documents and ensure they are electronically reported and stored.
• Industry Knowledge: Remain current on industry standards and trends associated with the role.
• General Duties: Perform other duties as assigned by management.

Requirements

QUALIFICATIONS

• High school diploma or equivalent.
• Minimum of two years’ related experience is preferred.
• Proficient in using standard office equipment and PC software.
• Excellent written and verbal communication skills.
• Must be bondable.
• Strong decision-making skills with the ability to exercise sound administrative judgment.

PHYSICAL REQUIREMENTS

• Physical Activity: Must be able to sit for extended periods, move around the workspace, and reach in any direction. The ability to lift up to 10 pounds is also required.
• Sensory Abilities: Requires normal sight and hearing to perform job functions.
• Work Schedule & Environment: The position may require extensive hours and occasional travel. The work environment has a slightly high noise level and may involve exposure to potentially dangerous conditions.

***Job descriptions are intended to be accurate reflections of principal job elements for making fair pay decisions and are not intended to be exhaustive lists of all responsibilities, skills, or working conditions.***