Member Service Representative
Michigan Columbus Federal Credit Union
Job Description
Member Service Representative
| Department: | Branch Operations | Classification: | Non-Exempt |
| Report To: | VP Operations | Effective Date: | 9/1/2026 |
| Supervises Direct: | N/A | Revised Date: | 9/1/2026 |
Role
The MSR position is responsible for performing a broad variety of member services such as greeting members, opening and closing accounts, assisting members and submitting loan applications/referrals and closing loans. Perform related duties to assist members with their financial transactions, involving paying and receiving cash and other negotiable instruments. Identify and suggest solutions that will improve our members’ economic well-being while becoming a trusted resource for members and co-workers.
Essential Functions and Responsibilities
- Answer basic member inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations and consumer privacy policies. Assist each member with direct deposit, wires, mobile access and miscellaneous authorization forms. Assist members with setting up ACH, Mobile Deposits (RDC), and bill payments. Continually enhance product knowledge. Present and explain Credit Union products and services to members and assist them in meeting their financial needs. Assist the lending department in taking of loan applications and referrals, delivery of loan decisions, addressing general loan information and closing of member loans. Answer questions and solve problems for members by listening to the concerns, researching and collecting data and securing answers, and reporting results to the member. MCFCU Member Service Representatives are to 'own' every relationship and remain member focused. Actively and professionally cross sell Credit Union products and services to ensure members’ financial needs are met. Must comply with all Credit Union policies, procedures and protocols.
- Receives, processes and post member financial transactions, including deposits, withdrawals and loan payments, processes cashier’s checks to members. Process transfers from member accounts as directed. Resolves member requests and questions promptly, courteously, and professionally. Balances cash drawer and daily transactions.
- Maintains privacy of member account information. Security procedures are understood and adhered to by all staff. Required reports and records are accurate, complete and timely. Excellent, courteous and respectful working relationships and coordination exists with co-workers and with Management. Management is appropriately informed of Member Services area activities. The Credit Union's professional reputation is maintained and conveyed.
- Performs other job-related duties as assigned.
Michigan Columbus Federal Credit Union Standards
- Provide informed, professional, and accurate service and support to all members and credit union staff. Ensures members’ requests, questions and complaints are promptly resolved in a timely, and professional manner.
- Responsible for knowing and adhering to operating policies and procedures including the Employee Handbook to ensure compliance with applicable laws, regulations, credit union standards, and internal controls.
- Acknowledge shared responsibility for the financial goals and operating efficiencies, including loan growth, deposit growth, profitability, delinquency management, and overall contribution to the credit union’s strategic objectives.
Experience and Skills
| Experience: | Two or more years of similar and related experience. |
| Education: | High school diploma or GED required. |
| Skills: |
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This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Management reserves the right to change this position description at any time according to business needs.
