Member Service Representative

Everence Services; Upper Leacock Township (PA); On-site; USD 32,000 - 42,000; Full time

Job summary

Everence, a community credit union in Lancaster, PA, is hiring a Member Service Representative to be the primary contact for members via phone, email and digital channels. You will process transactions, answer inquiries and promote products while maintaining compliance.

The role requires a high school diploma and at least one year in customer service; call center experience is preferred. Strong communication, multitasking and knowledge of banking products are valued.

Qualifications

• High school diploma or equivalent.
• Minimum 1 year customer service experience required (financial institution experience preferred).
• Call center experience preferred.

Responsibilities

• Provide prompt, courteous, and professional service to members via phone, email, and other channels.
• Assist members with account inquiries, transactions, and service requests including but not limited to balance inquiries, transfers/payments, debit/credit card support, online/mobile banking, loan/deposit information, and online account openings.
• Educate members on digital tools and self-service options.
• Maintain detailed documentation of member interactions and ensure compliance with policies and regulatory requirements.
• Meet or exceed performance goals for call quality, productivity, and member satisfaction.

Skills

Verbal communication

Active listening

Multitasking

Microsoft Office

CRM software

Education

High school diploma or equivalent

Tools

Core banking systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Service Representative

EFCU National Branch Full Time Lancaster, PA, US 2 Attachments

2 days ago Requisition ID: 1717

POSITION SUMMARY
Serves as the primary point of contact for members via phone, email, and digital channels. Responsible for delivering exceptional member service by addressing inquiries, processing transactions, resolving issues, and identifying opportunities to deepen member relationships. Promotes credit union products and services while ensuring compliance with all policies, procedures, and regulatory requirements.

RESPONSIBILITIES AND DUTIES

• Provide prompt, courteous, and professional service to members via phone, email, and other alternative channels.
• Assist members with account inquiries, transactions, and service requests including but not limited to:
  • Balance inquiries and transaction history
  • Transfers and payments
  • Debit/credit card support
  • Online and mobile banking assistance
  • Loan and deposit product information
  • Opening memberships and accounts via online requests.
• Research and resolve member concerns accurately and efficiently.
• Recommend appropriate credit union products and services to meet member needs.
• Educate members on digital tools and self-service options.
• Maintain detailed and accurate documentation of member interactions.
• Adhere to credit union policies, security procedures, and regulatory requirements (BSA, OFAC, etc.).
• Meet or exceed established performance goals including call quality, productivity, and member satisfaction metrics.
• Participate in ongoing training and team meetings.

QUALIFICATIONS

Education:
High school diploma or equivalent

Experience:

• Minimum 1 year customer service experience required (financial institution experience preferred)
• Call center experience preferred

Skills and Abilities:

• Strong verbal communication and active listening skills
• Ability to handle high call volumes with professionalism and efficiency
• Working knowledge of credit union products and services preferred
• Strong problem-solving skills and attention to detail
• Proficient in Microsoft Office and core processing systems
• Ability to multitask and navigate multiple systems simultaneously

Alignment in supporting the Everence mission of empowering financial well-being for faith-inspired living
SUPERVISORY RESPONSIBILITIES:None
SCHEDULE:Full-time

Attachments (2)

MSR National 11.2026.pdf

2026 Benefits of working at Everence.pdf