Member Service Representative (MSR)

The Member Service Representative (MSR) serves as the primary point of contact for members, providing exceptional service and support related to accounts, transactions, and general inquiries. This role ensures members receive accurate information, timely assistance, and a positive experience with the organization’s products and services.

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Key Responsibilities:
    •    Greet and assist members in person, over the phone, or via email with professionalism and courtesy.
    •    Open and maintain member accounts and process transactions such as deposits, withdrawals, transfers, and loan payments.
    •    Provide accurate information regarding products, services, policies, and procedures.
    •    Identify member needs and recommend appropriate financial products or services.
    •    Research and resolve member issues, discrepancies, or complaints promptly.
    •    Maintain up-to-date knowledge of company policies, promotions, and compliance requirements.
    •    Verify member identification and documentation in accordance with regulations.
    •    Balance cash drawers and reconcile daily transactions accurately.
    •    Support branch or call center goals by contributing to team performance metrics.
    •    Maintain confidentiality of member information at all times.

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Qualifications:
    •    High school diploma or equivalent (associate or bachelor’s degree preferred).
    •    Previous experience in customer service, banking, credit union, or financial services environment preferred.
    •    Strong communication and interpersonal skills.
    •    Excellent problem-solving and organizational abilities.
    •    Proficient in computer systems and banking software.
    •    Detail-oriented with a commitment to accuracy and member satisfaction.