Member Services Lead — Coaching, Transactions & Advisory

Guardian Credit Union; Maplesville (AL); On-site; USD 34,000 - 52,000; Full time

Job summary

Guardian Credit Union is seeking aMember Service professional to accurately process transactions and assist members in-branch, at the drive-thru, or by telephone. You will counsel on products, open new accounts, and process consumer loans while promoting a positive member experience.

This role emphasizes cross-training opportunities, friendly confidential service, and reliability in handling member inquiries across multiple channels. Strong customer service and compliance mindset are essential.

Qualifications

• Monitors the MSS team for quality assurance and coaching with consistent feedback to team members.
• Processes transactions, answers inquiries and resolves problems or discrepancies with member accounts.
• Maintains knowledge of credit union processes, products and services to assist members and train others as needed.
• Proactively identifies opportunities to advise members on additional services or programs.
• Troubleshoots and resolves member inquiries in a timely, professional manner.
• Works toward branch and credit union goals while seeking efficiency improvements.
• Complies with operations and security procedures and protects confidential information.
• Complies with laws and regulations including BSA, Patriot Act and OFAC.

Responsibilities

• Monitors the MSS team for quality assurance and provides coaching and development with consistent feedback to team members.
• Processes transactions, answers inquiries and resolves problems or discrepancies with member accounts and ensures accuracy and security.
• Maintains knowledge of credit union processes, products and services to assist members in the assigned capacity and trains others as needed.
• Proactively identifies opportunities to recommend products and services to benefit members and educates on offerings.
• Troubleshoots and resolves member and internal inquiries in a timely and professional manner.
• Works toward branch and credit union goals while seeking ways to improve efficiency and performance.
• Complies with operations and security procedures and protects confidential information.
• Maintains compliance with applicable laws and regulations including BSA, Patriot Act, and OFAC.

Job description

Guardian Credit Union is seeking aMember Service professional to accurately process transactions and assist members in-branch, at the drive-thru, or by telephone. You will counsel on products, open new accounts, and process consumer loans while promoting a positive member experience.

This role emphasizes cross-training opportunities, friendly confidential service, and reliability in handling member inquiries across multiple channels. Strong customer service and compliance mindset are essential.