Member Service Representative II (Relationship Banker)

People's Credit Union; Middletown (RI); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) and Roth options

Performance-based incentive

Employee discounts on loan products

Job summary

People’s Credit Union in Middletown, RI is seeking a Member Service Representative II to deliver needs-based service, handle member inquiries, and perform accurate transactions while building trusted relationships. The role focuses on recommending financial solutions aligned with member needs, across branch, phone, and email channels.

The position emphasizes branch operations, loan interviewing, and adherence to SAFE Act training and NMLS registration, with opportunities for growth within the

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer service experience in a financial or retail environment.
• Excellent oral and written communication skills.
• Experience with Windows, Microsoft Office, and Automated Lending.
• Apply for and successfully maintain NMLS registration.
• Completion of all assigned trainings per regulations set forth by the SAFE Act.

Responsibilities

• Assist members in establishing account relationships relating to Credit Union products and services via branch, telephone, and email.
• Respond to member inquiries, evaluate their needs, seek growth opportunities, and direct members to the appropriate resource.
• Maintain proficient knowledge of bank channels to promote ATM/Debit card usage, Alkami products, mobile banking, and bill pay.
• Demonstrate ownership of any customer problem or request by utilizing available resources and following up to ensure effective resolution and member satisfaction.
• Meet assigned member service and retention goals contributing to the team’s success.
• May serve as Member Service Center Agent as needed.
• Interview consumer loan applicants to gather required information for a credit application, explain loan options, rates, and terms, and close the loan upon approval.

Skills

Customer service

Communication skills

Banking knowledge

Education

High school diploma

NMLS registration

Tools

Windows

Microsoft Office

Alkami

Job description

People’s Credit Union is built on the belief that members and employees should feel a sense of belonging. Based on our Core Values, we offer a genuine sense of community where you are supported personally and professionally.

Position Summary

The Member Service Representative II provides solutions to members’ financial needs by delivering quality, needs‑based service, handling member concerns and inquiries, and performing transactions with accuracy in a positive and professional manner. The primary role is to build trusting relationships with members and recommend financial solutions based on their needs.

Essential Responsibilities and Accountabilities

Member Service

• Assist members in establishing account relationships relating to Credit Union products and services via branch, telephone, and email.
• Respond to member inquiries, evaluate their needs, enthusiastically seek growth opportunities, and direct members to the appropriate resource.
• Maintain proficient knowledge of bank channels to promote ATM/Debit card usage, Alkami products, mobile banking, and bill pay.
• Demonstrate ownership of any customer problem or request by utilizing available resources and following up to ensure effective resolution and member satisfaction.
• Meet assigned member service and retention goals contributing to the team’s success.
• May serve as Member Service Center Agent as needed.

Branch Operations

• Perform accurate, routine transactions related to Credit Union products and services; balance processed transactions daily.
• Perform teller/MSR I duties as required; may assist in training and mentoring new staff.
• Assist in the operational maintenance and procedural balancing of Automated Teller Machines.
• May assume coordination of branch office operations, including opening, closing, and branch balancing.
• Participate in all required training and adhere to written policies and procedures of the credit union, including BSA, OFAC, and security.

Lending

• Interview consumer loan applicants to gather required information for a credit application, explain loan options, rates, and terms, and close the loan upon approval.

National Mortgage Licensing System (NMLS) Registration

• Apply for and successfully maintain NMLS registration.
• Complete all assigned trainings per regulations set forth by the SAFE Act.
• Complete annual registration renewal process.

Key Behavioral Competencies

Initiative

Individuals effective at this competency take ownership, act without direction, and seek guidance when needed to achieve goals.

Change Agility

Individuals comfortable with ambiguity, adaptable, and embrace changes to drive better organizational outcomes.

Team Player

Individuals identify with the larger organizational team, share resources, respond positively to requests, and support organizational goals.

Dependability & Reliability

Individuals consistently meet commitments, maintain quality work, and communicate when commitments cannot be met, ensuring coverage.

Active Listening

Individuals give undivided attention, provide verbal and non‑verbal cues, and paraphrase to confirm understanding when others speak.

Knowledge and Skills

• High school diploma or equivalent.
• At least 1 to 2 years’ experience in customer service in a financial or retail environment.
• Excellent oral and written communication skills.
• Experience with Windows, Microsoft Office, and Automated Lending.
• Apply for and successfully maintain NMLS registration.
• Completion of all assigned trainings per regulations set forth by the SAFE Act.

ADA Requirements

Physical Requirements

• Ability to bend, sit, and stand for primarily sedentary work with limited physical exertion; occasionally lift a cash box up to 10 lbs. and coin bags up to 30 lbs.
• Operate routine office equipment including telephone, copier, facsimile, and calculator.
• Routinely perform work on computer for an average of 6‑8 hours per day, including weekends.
• Work additional hours whenever required or requested by management.

Working Conditions

• Perform work indoors in a climate‑controlled shared work area with minimal noise.

Benefits That Support You

• Medical, dental (BCBSRI), and vision (VSP) coverage.
• 401(k) and Roth options with a competitive employer match.
• Performance‑based incentive (target 4% of salary).
• Employee discounts on loan products.

Time & Flexibility

• Paid day off for annual primary care visit.
• Paid volunteer day + company‑wide “Day of Purpose”.
• 100% Employee participation in community service in 2025.

Culture & Connection

• Highly engaged workforce – 94% participation in most recent engagement survey.
• Open‑door, “ask anything” culture.
• Employee events and team connection opportunities.

An Equal Opportunity Employer, including disability / veterans.