Member Service Representative

Department: Retail

FLSA: Non-Exempt

EEO: Administrative Support

Salary Grade: 7

Salary Range: Min: 22.5358 Mid: $28.1697 Max: $33.8036

Reporting Structure: Branch Manager

People Vision: At Sun, our people shine brightest. We create a culture of empathy, care, and connection that empowers brighter futures and supports well-being for all. Because when we care, lives change.

Position Purpose: 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

• Delivers exceptional member service by building meaningful relationships and identifying solutions that support members’ financial well-being.

• Educates members on Credit Union products, services, and policies while recommending solutions that best meet their needs.

• Proactively identifies opportunities to deepen member relationships through thoughtful and professional cross-selling of Credit Union services.

• Opens, closes, and maintains member accounts, including processing account changes, ordering checks, and managing safety deposit box rentals.

• Ensures all member information, documentation, and account records are complete, accurate, and maintained in accordance with Credit Union standards.

• Responds to member inquiries and resolves issues promptly and professionally by researching concerns, gathering necessary information, and providing clear follow-up.

• Processes direct deposit requests, authorization forms, distributions, and other account service transactions as requested by members.

• Services certificate, club, and IRA accounts and assists members with questions regarding these accounts.

• Receives, inputs, and funds loan applications while ensuring accuracy and adherence to established procedures.

• Supports branch operations through tasks such as ATM balancing and scheduled cash swaps.

• Maintains strict adherence to regulatory and compliance requirements, including BSA/AML policies and procedures. Completes required training annually.

• Prepares Currency Transaction Reports (CTR) and Business CTR Exemption Statements when applicable.

• Identifies and reports unusual or suspicious activity to management in accordance with regulatory guidelines.

• Conducts required account verifications (e.g., ChexSystems and credit reports) and immediately escalates potential OFAC matches to appropriate leadership.

• Supports overall branch operations and may assist with supervisory or operational responsibilities as needed.

Position Requirements

Education and Experience:

• High school diploma or equivalent required.

• 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 preferred.

Key Competencies:

• Member Focus: Demonstrates a genuine passion for helping people and delivering extraordinary member experiences.

• Relationship Building: Establishes trust with members through attentive listening, empathy, and personalized financial solutions.

• Communication: Clearly and professionally explains products, services, and financial information to members.

• Problem Solving: Approaches member concerns with a solution-oriented mindset focused on “getting to yes.”

• Collaboration: Works effectively with team members to support branch operations and deliver seamless service.

• Alignment with Sun Vision: Consistently demonstrates behaviors that support the Credit Union’s mission, values, and commitment to improving members’ financial well-being.

Technical Skills

• Proficiency with core banking systems, digital banking platforms, and modern business applications.

• Ability to accurately process financial transactions, account maintenance, and member service requests.

• Solid math, cash handling, and basic bookkeeping skills.

• Ability to operate standard office equipment and financial service technology.

Preferred Qualifications

• Prior experience in a credit union or financial institution.

• Experience with cross-selling financial products and services to meet member needs.

• Familiarity with basic regulatory and compliance requirements in a financial services environment.

Working Conditions

• Primarily performed in a branch office environment with frequent interaction with members and team members.

• Requires the ability to sit or stand for extended periods, use standard office equipment, and occasionally lift items up to 25 pounds.

• May require flexible scheduling, including occasional evening or weekend hours based on branch needs.

Intent and Function of Job Descriptions

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardship on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees ca be terminated for any reason not prohibited by law.

Sun Community Federal Credit Union is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace. We encourage applications from all qualified candidates regardless of race, gender, age, religion, sexual orientation, or veteran status