Member Service Representative – Hoover Branch

Paycom - ATS; Hoover (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Southern Energy Credit Union is seeking a Member Service Representative (MSR) to provide outstanding member service across channels and to accurately process financial transactions. The MSR will balance cash daily, identify member needs, and promote credit union products.

The role reports to the Branch Supervisor and emphasizes compliance and accurate documentation. The position requires a high school diploma or equivalent, with a preference for some college coursework and at least 6 months of

Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Minimum 6 months of cash handling or customer service experience required.
• Experience with MSR progression or equivalent career path is preferred.

Responsibilities

• Serve as a primary contact for members, delivering prompt, professional service.
• Process deposits, withdrawals, transfers, and loan payments, balancing cash drawer daily.
• Identify member needs and refer credit union products and services as appropriate.
• Collaborate with branch staff to support daily operations and performance.
• Ensure compliance with policies, procedures, and regulatory requirements.

Skills

Cash handling

Customer service

Relationship building

Attention to detail

Regulatory compliance

Education

High school diploma

Some college

Job description

The Member Service Representative (MSR) is an individual contributor responsible for supporting branch performance by delivering high-quality member service and accurately processing financial transactions. This role serves as a primary point of contact for members and is expected to build relationships, identify member needs, and recommend appropriate credit union products and services.The MSR performs a wide range of transactional and service functions across multiple channels (in-person, telephone, and mail) while ensuring compliance with established policies, procedures, and regulatory requirements. This position reports to the Branch Supervisor and does not have direct supervisory responsibilities.**Key Responsibilities:*** Serve as a primary point of contact for members, delivering prompt, professional, and courteous service* Accurately process a variety of financial transactions, including deposits, withdrawals, transfers, and loan payments, while managing and balancing a cash drawer daily* Handle large cash volumes with a high degree of accuracy and accountability* Process checks presented for payment and exercise sound judgment in applying holds to mitigate risk of loss* Engage members in need-based conversations to identify opportunities and meet or exceed referral and product sales goals* Prepare, review, and ensure completion of required documentation for new membership, checking, CDs, and other products and services* Resolve member inquiries and concerns effectively; escalate complex issues to appropriate personnel as needed* Assist with training and supporting new tellers by demonstrating procedures, ensuring accuracy, and reinforcing service and compliance standards* Adhere to all credit union policies, procedures, and regulatory requirements to minimize fraud and operational risk* Identify suspicious activity and support compliance with BSA requirements, including recognizing and escalating CTR and SAR scenarios* Assist members with general debit and credit card servicing needs* Complete daily balancing and end-of-day reporting processes independently and accurately* Collaborate with branch staff to support overall branch operations and performance* Perform additional duties as assigned**Essential Qualifications and Competencies:*** High school diploma or equivalent required; some college coursework preferred* Minimum 6 months of satisfactory prior cash handling and/or customer service experience required* Satisfactory completion of Southern Energy Credit Union MSR I Career Progression or equivalent experience required* Professional, well-developed, interpersonal skills, with ability to build relationships and deliver exceptions member service* Demonstrated ability to resolve discrepancies, research issues, and exercise sound judgment independently* High attention to detail and accuracy in transaction processing and documentation* Ability to clearly communicate detailed information, instructions, and solutions to members and team members* Working knowledge of financial products, services, and basic regulatory requirements preferred