Universal Member Service Representative I (73550)

JOHNS HOPKINS FEDERAL CREDIT UNION; Baltimore (MD); On-site; USD 28,000 - 33,000; Full time

Job summary

JOHNS HOPKINS FEDERAL CREDIT UNION is seeking an entry-level Universal Member Service Representative I at the East Baltimore branch to deliver a hospitality-driven, consultative member experience. You will greet members, explain products, process transactions, and coordinate with specialists to support financial goals.

Balance attentive service with compliance and accuracy, supporting diverse member needs across in-person, phone, and digital channels in a welcoming branch environment.

Qualifications

• High School Diploma or GED required.
• Six months to two years of related member service experience.
• Strong service and relationship-building skills.
• Effective verbal and written communication skills.
• Basic computer skills and ability to learn new systems.

Responsibilities

• Support, educate, respect, value, innovate, communicate, empower in service.
• Welcome members, drive lobby management, and guide them to resources or remote channels.
• Engage in consultative conversations, build relationships, and provide solutions.
• Deliver high-quality member experience across in-person, phone, video, or digital channels.
• Resolve inquiries with care, transparency, and follow-through; escalate when needed.
• Educate members on products, services, and available resources; support growth.
• Perform financial transactions accurately per policies and regulatory requirements.

Skills

Member service

Relationship-building

Verbal communication

Written communication

Basic computer skills

Education

High School Diploma or GED

Job description

Job DetailsLevel: EntryJob Location: East Baltimore Branch - Baltimore, MD 21205Position Type: Full TimeEducation Level: High SchoolSalary Range: $19.60 - $24.50 HourlyTravel Percentage: NegligibleJob Category: BankingPOSITION PURPOSE

Branch Operations serves as the primary connection between the credit union and the members we serve. Through meaningful conversations, trusted relationships, financial guidance, and exceptional service, the team helps members achieve their goals while delivering a hospitality-driven experience at every interaction. By combining relationship development, operational excellence, and a commitment to continuous learning, the Branch Team strengthens member trust, deepens relationships, and supports the long-term success of both our members and the credit union.

The Universal Member Service Representative I serves as a key member of the branch team, driving a service-driven, hospitality-focused member experience within the branch network. This role proactively engages new and existing members to build meaningful, consultative relationships, explore financial needs, and provide solutions-oriented support to help members achieve their financial goals. By balancing exceptional service delivery, operational accuracy, and readiness, the Universal MSR I helps create trust, strengthen relationships, and ensures members receive consistent, high-quality experience across all interaction channels.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.

RESPONSIBILITIES:

MEMBER EXPERIENCE

• Consistently demonstrates a commitment to principles of equity and belonging by modeling inclusive behaviors and supporting JHFCUs diverse employee base and membership.
• Serves as a welcoming presence in the branch, driving lobby management by greeting members and guests promptly, managing lobby flow, and guiding them to appropriate resources or remote channels.
• Adopts a member-first mindset, prioritizing consultative conversations, active listening, and relationship building to deliver thoughtful, personalized solutions.
• Delivers a consistent, high-quality member experience regardless of transaction type or interaction channel (in-person, phone, video, or digital).
• Takes immediate ownership of member inquiries and concerns, resolving issues with care, transparency, and follow-through, while knowing when to elevate complex situations to management.

RELATIONSHIP DEVELOPMENT & GROWTH

• Actively builds, deepens, and sustains member relationships by educating members on credit union products, services, and available resources.
• Conducts effective, needs-based financial conversations to uncover member goals and recommend appropriate solutions that support long-term member value.
• Fosters member, deposit, and lending growth through consultative interactions and proactive member engagement initiatives (including CU2U efforts).
• Originates consumer loan applications, educates members on loan products, and guides them through the process while managing expectations and status updates.
• Collaborates cross-functionally with specialized partners (e.g., investment services, mortgage, financial coaching) to ensure timely referrals and seamless, coordinated member support.

FINANCIAL COACHING

• Supports the execution and integration of the credit union’s financial coaching program within the branch.
• Completes the intake process and conducts initial pre-coaching reviews (credit report overview, budget review, and goal setting) for members interested in or referred to the program, facilitating smooth warm handoffs to designated financial coaches.

OPERATIONAL ALIGNMENT & READINESS

• Balances exceptional service delivery with operational accuracy, discipline, and efficiency.
• Performs fluent, accurate financial transactions in accordance with credit union policies, procedures, and regulatory requirements (including BSA, USA PATRIOT Act, and cash controls).
• Maintains strict responsibility for assigned cash and negotiable instruments using dual control and cash handling best practices.
• Ensures all documentation, forms, and loan stipulations are complete, accurate, and processed in a timely manner using established checklists.
• Incorporates fraud prevention practices—including Know Your Member (KYM) and Red Flag guidelines—to protect member data and credit union assets.

OTHER DUTIES

• Remains compliant with all applicable laws and regulations, including BSA and the USA PATRIOT Act.
• May be requested to float to other branch locations on short notice to support operational readiness, staffing coverage, or business continuity.
• Performs additional duties and responsibilities as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/CERTIFICATION AND EXPERIENCE

• High School Diploma or General Education Development (GED)
• Six (6)- months to two (2) years of related member service experience in a Credit Union or financial services enviroment
• Equivalent combination of education and experience may be considered.
• Strong member service and relationship-building skills.
• Effective verbal and written communication skills.
• Ability to identify member needs and recommend appropriate solutions.
• Strong attention to detail and accuracy.
• Ability to exercise sound judgment and resolve routine member concerns.
• Basic computer skills and ability to learn new systems and technology.

This position's primary work location is the East Baltimore branch. As part of our commitment to operational flexibility, career development, and exceptional member service, employees in this role may be asked to support other Baltimore-area branch locations as business needs require. For more information, view our Branch Locations and Hours.

Branch Hours:

• M, Tu, F: 8:30am - 4:00pm ET
• W: 10:00am - 4:00pm ET
• Th: 8:30am - 5:00pm ET
• Sa, Su: CLOSED