Member Service Representative-2

AIR ACADEMY CREDIT UNION; Leominster (MA); On-site; USD 28,000 - 33,000; Full time

Job summary

Air Academy Credit Union is seeking a Member Service Representative-2 in Monument, CO. You will assist members with everyday transactions and more complex account needs, while guiding them through consumer loans and loan maintenance.

The role also includes processing ACH/wire requests, debit card support, and handling complex account servicing. Training occurs at Colorado Springs before joining the branch team.

Qualifications

• Experience in a financial institution or sales/customer service is preferred.
• Ability to learn credit union systems and digital banking tools.
• Comfort handling cash and completing financial transactions accurately.

Responsibilities

• Help members with everyday transactions and handle more complex account needs.
• Open personal accounts and explain available products and services.
• Guide members through consumer loans and assist with underwriting steps.
• Complete loan maintenance and review loans for other branches.
• Assist with ACH and wire needs, including origination and stop payments.
• Handle debit card questions, disputes, and lost or stolen cards.

Skills

Cash handling

Customer service

Sales

Communication

Education

High school diploma or GED

Job description

Member Service Representative-2

Monument, Monument, CO, US

17 days ago Requisition ID: 1710

Salary Range: $20.50 To $24.10 Hourly

A member is ready to buy a car and needs help through the loan process. Another needs to send a wire, make a complicated change to an account, or work through a financial question they’re not quite sure how to solve.

Sometimes you’ll handle an everyday transaction. Other times, you’ll help someone navigate a bigger decision or a more complicated situation.

As a Member Service Representative 2 at Air Academy Credit Union, you’ll help members with everyday banking while taking on more complex financial needs, including consumer lending and advanced account servicing. You’ll listen, ask questions, explain the options, and help members find a way forward.

How You Can Grow

MSR 2 is an opportunity to build deeper experience in financial services and take on greater responsibility within the branch.

You’ll strengthen your knowledge of lending, account servicing, financial products, and more complex member needs. You’ll also gain experience supporting daily branch operations when the Branch Manager is unavailable.

As you build your skills and experience, you’ll be better prepared to explore future opportunities within the branch or in other departments across AACU.

What You’ll Do

• Help members with everyday transactions while also handling more complex account and service needs.
• Open personal accounts, excluding IRA/HSA, Organizational, Business, and Fiduciary accounts, and help members understand the products and services available to them.
• Guide members through consumer loans by reviewing their needs, recommending options, completing applications, submitting them for underwriting, communicating decisions, collecting required documentation, and helping bring approved loans through closing.
• Complete loan maintenance, including corrections and payoff information, and review loans for other branches.
• Help members with ACH and wire needs, including origination and stop payments.
• Assist with debit card questions, disputes, lost or stolen cards, and instant-issue cards.
• Handle more complex account maintenance, including joint-owner removals and fraud transfers.
• Work with Admin Support to process deceased member accounts.
• Listen to what members are trying to accomplish and recommend financial products and services that may help.
• Work through member concerns, look for solutions, and help preserve the member relationship when possible.
• Work toward individual and branch referral and sales goals while keeping the member’s needs at the center of the conversation.
• Participate in branch and credit union events that connect AACU with the communities we serve.
• Help keep the branch running smoothly by completing assigned audits, required training, and other operational responsibilities.
• Oversee daily branch operations when the Branch Manager is unavailable.
• Follow AACU policies and procedures and comply with applicable regulations, including the Bank Secrecy Act.

You’ll Probably Thrive Here If

• You really listen. You take time to understand what a member is trying to accomplish before recommending a solution.
• You’re comfortable with complexity. You can work through detailed transactions, lending needs, and account questions without losing sight of the person sitting across from you.
• You care about getting it right. You understand that accuracy, good judgment, and following the right procedures matter when you’re handling someone’s money.
• You can explain the complicated stuff. You’re able to make financial products, lending decisions, and processes easier for members to understand.
• You stay steady when something goes wrong. You can work through concerns, changing priorities, and difficult conversations while staying focused on a solution.
• You’re comfortable with goals. You can identify member needs, recommend helpful products and services, and stay accountable for referral and sales expectations.
• People can count on you. You follow through, keep learning, and are ready to step in when members or teammates need additional support.

What You’ll Need to Bring

• High school diploma or general education degree (GED).
• One to two years of related experience in a financial institution, sales, customer service, or a related field is preferred; an equivalent combination of education and experience may also be considered.
• Comfort handling cash and completing financial transactions accurately.
• Ability to learn and use credit union systems, software, and digital banking tools.
• Ability to educate members about credit union products and services and recommend solutions based on their needs.
• Ability to follow detailed procedures and take on more complex account and lending responsibilities.
• Ability to work branch hours as needed, including scheduled Saturdays.
• A valid driver’s license and reliable transportation, as you may occasionally work at alternate branch locations.

Pay Information

The pay range represents the low and high end of the starting base salary range for this position. This position is eligible for incentives based on overall performance.

• Grade Value 800:$20.50–$24.10 per hour

Training and Schedule

We’ll start you off with one week of paid classroom training at our corporate location in Colorado Springs. Then, you’ll put what you’ve learned into practice with on-the-job training in the branch before coming back to the classroom for additional training.

• Training schedule: Monday through Friday, 9:00 a.m. to 5:00 p.m.

This is a full-time position scheduled for 40 hours per week. Saturday availability is required, with Saturday shifts rotating among team members throughout the branch.

What You Get

You spend your day helping other people move forward. We want you to have room to move forward, too.

Full-time AACU employees receive benefits including:

• Paid sick and vacation time
• Comprehensive medical, dental, and vision plans
• 401(k) retirement plan with 6% company match
• Tuition reimbursement after 90 days of employment
• Opportunities to build new skills and grow within the credit union

A Little About AACU

Air Academy Credit Union has been recognized as a Gazette Best Workplace since 2017. We serve more than 43,000 members and manage more than $815 million in assets.

But numbers only tell part of the story.

Our work is about helping people make progress with their money, whether that means solving a problem today or taking a step toward something bigger tomorrow. We believe in doing what’s right, not what’s easy, and finding financial solutions that fit real life.

We also invest time, money, and resources in organizations, projects, and programs that strengthen the communities we serve.

You’ll work alongside people who share what they know, step in when things get busy, and want to see you succeed.

You’ll help members move forward with their money. We’ll help you keep moving forward, too.

We anticipate this job posting to close on October 9, 2026.

AACU is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, marital status, familial status, ancestry, national origin, disability, status as a protected veteran or any other status protected by local, state, or federal law. We perform pre-employment drug testing, consumer credit history checks and criminal background checks. AACU uses E-Verify to check that new hire documents are valid and fully authorized to work in the U.S. as required by federal law.