Member Service Representative
Sun Community Federal Credit Union, Coachella, CA, United States
Member Service Representative
The Member Service Representative (MSR) plays an important role in creating exceptional experiences for our members. In this position, the MSR enthusiastically assists members with a variety of services, including opening and closing accounts, renewing certificate accounts, helping resolve checking or bookkeeping questions, and initiating loan applications. The MSR also provides guidance on Credit Union products and services while performing a range of account maintenance tasks to ensure members' financial needs are met.
MSRs actively identify opportunities to introduce members to products and services that may benefit them, strengthening relationships and supporting the Credit Union's growth. They work closely with teammates to support daily branch operations, assist during busy periods, and help maintain smooth workflow throughout the branch.
When members have complex questions or needs, the MSR connects them with the appropriate subject matter experts to ensure they receive the best possible support. As a valued member of the team, the MSR collaborates with colleagues to continuously improve processes while delivering the friendly, knowledgeable, and member-focused service that reflects the Credit Union's vision and commitment to our communities.
Essential functions and basic duties include delivering exceptional member service by building meaningful relationships and identifying solutions that support members' financial well-being. The MSR educates members on Credit Union products, services, and policies while recommending solutions that best meet their needs. They proactively identify opportunities to deepen member relationships through thoughtful and professional cross-selling of Credit Union services.
The MSR opens, closes, and maintains member accounts, including processing account changes, ordering checks, and managing safety deposit box rentals. They ensure all member information, documentation, and account records are complete, accurate, and maintained in accordance with Credit Union standards. The MSR responds to member inquiries and resolves issues promptly and professionally by researching concerns, gathering necessary information, and providing clear follow-up.
The MSR processes direct deposit requests, authorization forms, distributions, and other account service transactions as requested by members. They service certificate, club, and IRA accounts and assist members with questions regarding these accounts. The MSR receives, inputs, and funds loan applications while ensuring accuracy and adherence to established procedures.
The MSR supports branch operations through tasks such as ATM balancing and scheduled cash swaps. They maintain strict adherence to regulatory and compliance requirements, including BSA/AML policies and procedures. The MSR prepares Currency Transaction Reports (CTR) and Business CTR Exemption Statements when applicable. They identify and report unusual or suspicious activity to management in accordance with regulatory guidelines.
The MSR conducts required account verifications (e.g., ChexSystems and credit reports) and immediately escalates potential OFAC matches to appropriate leadership. They support overall branch operations and may assist with supervisory or operational responsibilities as needed.
Position requirements include a high school diploma or equivalent and a minimum of two years of experience in a Universal Service Representative, Member Service Representative, or similar retail banking or financial services role. Experience assisting members with account servicing, transaction processing, and financial service solutions is preferred.
Key competencies include member focus, relationship building, communication, problem solving, collaboration, and alignment with Sun Vision. Technical skills include proficiency with core banking systems, digital banking platforms, and modern business applications. The MSR should be able to accurately process financial transactions, account maintenance, and member service requests. They should also have solid math, cash handling, and basic bookkeeping skills and be able to operate standard office equipment and financial service technology.
Preferred qualifications include prior experience in a credit union or financial institution, experience with cross-selling financial products and services to meet member needs, and familiarity with basic regulatory and compliance requirements in a financial services environment.
Working conditions primarily involve performing tasks in a branch office environment with frequent interaction with members and team members. The MSR should be able to sit or stand for extended periods, use standard office equipment, and occasionally lift items up to 25 pounds. They may require flexible scheduling, including occasional evening or weekend hours based on branch needs.
The Member Service Representative (MSR) plays an important role in creating exceptional experiences for our members. In this position, the MSR enthusiastically assists members with a variety of services, including opening and closing accounts, renewing certificate accounts, helping resolve checking or bookkeeping questions, and initiating loan applications. The MSR also provides guidance on Credit Union products and services while performing a range of account maintenance tasks to ensure members' financial needs are met.
MSRs actively identify opportunities to introduce members to products and services that may benefit them, strengthening relationships and supporting the Credit Union's growth. They work closely with teammates to support daily branch operations, assist during busy periods, and help maintain smooth workflow throughout the branch.
When members have complex questions or needs, the MSR connects them with the appropriate subject matter experts to ensure they receive the best possible support. As a valued member of the team, the MSR collaborates with colleagues to continuously improve processes while delivering the friendly, knowledgeable, and member-focused service that reflects the Credit Union's vision and commitment to our communities.
Essential functions and basic duties include delivering exceptional member service by building meaningful relationships and identifying solutions that support members' financial well-being. The MSR educates members on Credit Union products, services, and policies while recommending solutions that best meet their needs. They proactively identify opportunities to deepen member relationships through thoughtful and professional cross-selling of Credit Union services.
The MSR opens, closes, and maintains member accounts, including processing account changes, ordering checks, and managing safety deposit box rentals. They ensure all member information, documentation, and account records are complete, accurate, and maintained in accordance with Credit Union standards. The MSR responds to member inquiries and resolves issues promptly and professionally by researching concerns, gathering necessary information, and providing clear follow-up.
The MSR processes direct deposit requests, authorization forms, distributions, and other account service transactions as requested by members. They service certificate, club, and IRA accounts and assist members with questions regarding these accounts. The MSR receives, inputs, and funds loan applications while ensuring accuracy and adherence to established procedures.
The MSR supports branch operations through tasks such as ATM balancing and scheduled cash swaps. They maintain strict adherence to regulatory and compliance requirements, including BSA/AML policies and procedures. The MSR prepares Currency Transaction Reports (CTR) and Business CTR Exemption Statements when applicable. They identify and report unusual or suspicious activity to management in accordance with regulatory guidelines.
The MSR conducts required account verifications (e.g., ChexSystems and credit reports) and immediately escalates potential OFAC matches to appropriate leadership. They support overall branch operations and may assist with supervisory or operational responsibilities as needed.
Position requirements include a high school diploma or equivalent and a minimum of two years of experience in a Universal Service Representative, Member Service Representative, or similar retail banking or financial services role. Experience assisting members with account servicing, transaction processing, and financial service solutions is preferred.
Key competencies include member focus, relationship building, communication, problem solving, collaboration, and alignment with Sun Vision. Technical skills include proficiency with core banking systems, digital banking platforms, and modern business applications. The MSR should be able to accurately process financial transactions, account maintenance, and member service requests. They should also have solid math, cash handling, and basic bookkeeping skills and be able to operate standard office equipment and financial service technology.
Preferred qualifications include prior experience in a credit union or financial institution, experience with cross-selling financial products and services to meet member needs, and familiarity with basic regulatory and compliance requirements in a financial services environment.
Working conditions primarily involve performing tasks in a branch office environment with frequent interaction with members and team members. The MSR should be able to sit or stand for extended periods, use standard office equipment, and occasionally lift items up to 25 pounds. They may require flexible scheduling, including occasional evening or weekend hours based on branch needs.