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About the Role

The Member Service Representative is responsible for providing excellent service to members by exploring their needs and explaining products and services. This role involves serving members with any request, including new accounts, account maintenance, loan applications, and teller transactions. The representative will assess member needs to offer additional products and services, creating a premier member experience in a high-volume branch environment. This position requires critical thinking and decision-making skills with a high degree of accuracy, adhering to MCU policies and procedures. The role involves collaborating with the branch management team and teammates to deliver outstanding outcomes and maintaining friendly, courteous, and cooperative communication.

Responsibilities

Ensure excellent member service for every member, every transaction, every time.
Conduct member interviews to uncover needs and improve their financial situation.
Process the opening and onboarding of new members.
Perform account maintenance, changes, and servicing on existing accounts.
Ensure proper documentation and signatures for all member interactions to comply with rules, regulations, and MCU policy.
Process loan applications, collecting necessary documentation and adhering to underwriting requirements.
Ensure complete loan applications for centralized underwriting, documenting data accurately for efficiency.
Cross-sell additional products and services that best fit member needs.
Effectively manage new account and loan pipelines with proper follow-up.
Meet or exceed sales goals for branch growth, including new members, checking accounts, and loan bookings.
Demonstrate professionalism and empathy during member interactions.
Assist branch team members in driving referrals for new accounts and loans.
Perform outbound calls for service lists, lead lists, and referral follow-up to meet sales and service goals.
Complete online loan applications, follow up with members, and ensure efficient closing.
Maintain comprehensive knowledge of MCU products, services, policies, procedures, and applicable rules and regulations.
Back up the teller line as needed.
Assist in managing lobby member flow for efficiency.
Participate in the opening and closing of the branch.
Adhere to all regulatory compliance training, including BSA/AML/OFAC.
Assist with community engagement outreach programs.
Maintain the highest level of confidentiality and discretion of member information.
Perform other duties as required.
Travel as required.
Perform other duties as requested and special projects as assigned.

Requirements

Retail banking experience is a plus.
High school diploma or the equivalent required.
Previous branch experience preferred, including sales and service.
Availability to work overtime and Saturdays as required.
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Interpersonal, oral and written communication skills.
Highly ethical.
Proficiency in Microsoft Office Suite.
Technologically proficient.

Skills

Member service skills
Research and problem-solving skills
Ability to multi-task
Good time management skills

Location

New York

Work Type

Full-time

Experience Level

Not specified

Education Level

High school diploma or equivalent

Salary/Compensations

$17-33.13/hr

Benefits

Attendance bonus
401(k) with an 8% employer contribution per pay period
Overtime eligibility
Medical insurance
Vision insurance
Dental insurance
Life insurance
Disability insurance
Flexible paid time off
11 paid holidays annually

About the Company

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members.
For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals.
Our Mission: To help hard-working New Yorkers build better tomorrows.
Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures.

Equal Opportunity

Municipal Credit Union (MCU) is an Equal Opportunity Employer.
Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home.
Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.