Member Service Representative (MSR)

North Central Area Credit Union; Grayling (MI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k) match

Paid time off

Holidays

Career growth

Job summary

North Central Area Credit Union is seeking a friendly, motivated Full-Time Member Service Representative to be the first point of contact for members, assisting with deposits, loans, online banking, and more. You will promote products, handle transactions, and maintain accuracy while upholding security and compliance.

The role emphasizes strong customer service, teamwork, and opportunities to grow within a member-focused financial institution dedicated to community growth.

Qualifications

• Minimum high school diploma or equivalent.
• Prior customer service experience, preferably in financial services with sales.
• Experience in call center or high-volume phone support is a plus.
• Strong interpersonal skills and attention to detail.

Responsibilities

• Provide exceptional member service through inbound and outbound phone interactions.
• Balance cash drawer and process cash transactions per policy.
• Handle deposits, withdrawals and loan payments accurately.
• Cross-sell and upsell credit union products to meet members' needs.
• Assist members with account maintenance and online banking tasks.
• Ensure compliance with policies and regulatory requirements.
• Resolve member complaints and escalate when needed.
• Stay updated on products, services, and industry trends.
• Collaborate with teammates and other departments to ensure timely service.

Skills

Customer service

Sales oriented

Communication skills

Cash handling

Phone support

Education

High School Diploma or equivalent

Tools

Financial software

Job description

Description

At North Central Area Credit Union, we’re dedicated to providing exceptional financial services and fostering community growth. As a member-focused financial institution, we prioritize personalized service, innovative solutions, and building lasting relationships with our members.

Position Overview:

We are seeking a friendly, motivated, and detail-oriented Full-Time Member Service Representative to join our team. In this role, you will be the first point of contact for our members, assisting them with their financial needs while actively promoting our products and services. If you have a passion for customer service and a drive to achieve goals, we would love to hear from you!

Key Responsibilities:

• Provide exceptional member service through inbound and outbound phone interactions, answering questions and resolving issues related to accounts, loans, online and mobile banking, debit/credit cards, and other credit union products and services.
• Maintain an accurate cash drawer and process cash transactions in accordance with credit union policies, including balancing daily transactions, identifying and reporting discrepancies, safeguarding cash and negotiable instruments, and following all security and audit requirements.
• Process transactions such as deposits, withdrawals, and loan payments accurately and efficiently.
• Actively identify and pursue opportunities to cross-sell and up-sell credit union products and services that meet members' needs.
• Assist members with account maintenance.
• Ensure compliance with credit union policies, procedures, and regulatory requirements.
• Handle member complaints and elevate issues as needed to ensure member satisfaction.
• Maintain up-to-date knowledge of credit union products, services, and industry trends to effectively promote offerings.
• Collaborate with team members and other departments to ensure members receive timely, accurate, and consistent service.

Requirements

Qualifications:

• High school diploma or equivalent.
• Previous customer service experience, preferably in a financial services environment with a proven track record in sales and cash handling.
• Previous call center, contact center, or high-volume phone customer service experience preferred.
• Strong communication and interpersonal skills with a focus on delivering excellent service.
• Proficiency in basic computer applications and financial software.
• Ability to handle sensitive information with confidentiality and integrity.
• Strong attention to detail and problem-solving abilities.
• Ability to work effectively both independently and as part of a team.

What We Offer:

• Competitive pay and benefits package.
• Comprehensive health, dental, and vision insurance.
• Disability and Life insurance.
• 401(k) plan with employer match.
• Paid time off and holidays.
• Opportunities for professional development and career growth.