Member Service Representative

GreenState Credit Union; Rockford (IL); On-site; USD 26,000 - 32,000; Full time

Benefits offered by this job

Monthly incentive

Progressive benefits

Job summary

GreenState Credit Union in Rockford, IL is seeking a friendly Member Service Representative to deliver accurate, responsive, and professional service to members in all daily transactions and inquiries. This front‑line role is the face of the credit union and requires a member‑focused mindset, integrity, and teamwork.

You will handle deposits, withdrawals, transfers, check cashing, loan payments, and inquiries, educate members on products and services, and refer to specialists when needed, while

Qualifications

• Strong member service focus and goal of accuracy
• Ability to balance confidentiality with accessibility of information
• Commitment to teamwork and continuous improvement

Responsibilities

• Process deposits, withdrawals, transfers, check cashing, loan payments and related transactions.
• Educate members on GreenState products and services and refer to specialists as needed.
• Maintain confidentiality and ensure accuracy in all member interactions and balances

Skills

Customer service

Teamwork

Confidentiality

Attention to detail

Job description

POSITION SUMMARY:

The primary duties/responsibilities of the Member Service Representative (MSR) include quality, responsive, and professional member service to all members and staff of GreenState Credit Union in all daily transactions and inquiries. Provides information and/or answers questions regarding transactions and all Credit Union products and services. This position is the front line to our members and the face of the credit union. Service starts with this key role and they are our service champions. The qualified candidate will be member focused, show excellence in accuracy and all their work, demonstrate integrity, share one vision through teamwork and continually look for improvement within their role.

GREENSTATE CULTURE:

At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now and in the future—is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.

Hours:

Monday - Friday 8:30am to 5:15pm

Rotating Saturdays 8:30am- 12:15pm up to 3 a month

Pay range for this hourly position is $19.47 - $22.76/hr with a monthly incentive opportunity and a progressive benefits package.

Essential Duties and Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:

1. Adheres to the Credit Union Service Standards in carrying out GreenState's mission and vision.
2. Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
4. Ensures confidentiality of member information.
5. Supports a diverse and inclusive work environment.
6. Ensures confidentiality of members account records and account information. Request identification whenever necessary and provide account information to only those members listed as primary or joint owners.
7. Makes weekly outbound service calls to members.
8. Answers member questions or refer members to appropriate departments or supervisors.
9. Assists with member account discrepancies, statement problems, complaints and escalates as necessary.
10. Performs member transactions including; deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials.
11. Builds member relationships by recognizing their financial needs and meeting those needs with the appropriate GreenState product and service or referring them to the specialized department (Wealth Management, Commercial, Mortgage, GreenState Insurance etc.) to be served.
12. Maintains a satisfactory balancing record.
13. Educates members and staff of the features and benefits of all our products and services.
14. Refers products and services that benefit members to achieve team goals.
15. Accepts and examines checks for endorsements and negotiability. Determine availability of funds based on regulations and policy. Place holds on accounts for uncollected funds when necessary, provide member with the proper documentation.