Senior Member Service Representative

Member Service Representative Coach Coaches and motivates Member Service Representatives (MSRs); provides prompt, accurate and professional service to all members; promotes positive attitudes, cooperation and service excellence in all sales and service transactions. Responds to and problem solves member issues.Duties and Responsibilities Provides ongoing support and training to MSRs; problem solves member issues that are within their authority to resolve. Assists MSRs with overrides, check approvals, technical problems and questions relating to products and services. Refers problems that are beyond their authority to their supervisor, along with recommended solutions.Coaches, directs and mentors MSRs to cross-sell appropriate lending and deposit products according to Natco Credit Union's sales and service culture. Follows up with MSRs and members to ensure products and services are received.Schedules, directs and monitors the work of the MSRs; identifies cross training opportunities and promotes staff development. Ensures MSRs complete all assigned tasks. Assists Branch Manager with identifying performance problems and recommend corrective action plans.Monitors department activities for compliance with established policies and regulations including BSA/AML and OFAC. Identifies and takes action to resolve any compliance issues by updating operating methods and providing ongoing training to the MSRs. Completes and passes assigned compliance courses.Manages and balances vault daily. Orders vault cash for the branch. Performs periodic audits to ensure accuracy of MSR transactions.Serves as a back-up for branch operations when the Branch Manager is out of the office.Serves as back-up to MRSs as needed.Performs other related duties as assigned.Supervisory Responsibilities This role involves indirect supervisory responsibilities by providing coaching, direction and overall supervision of frontline daily operations.Qualifications One year to three years of similar or related experience.A high school education or GED.Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.Working knowledge of regulations relating to all Credit Union deposit products (Reg E, Reg CC, Reg D, Truth-in-Savings Act). Good understanding of all loan and deposit products. Good oral and written communication skills. Intermediate computer and keyboarding skills. Ability to operate standard office equipment.Competencies 1. Communication Shares information clearly and respectfully in an efficient and consistent manner, listens actively, manages conflict constructively, maintains confidentiality, and stays open to feedback and new ideas while maintaining professionalism and emotional control.Cultural Excellence Embodies the organization's core values OWN IT, BUILD IT, LIVE IT by acting with honesty, respect, and accountability; earns trust, keeps commitments, and consistently demonstrates ethical behavior in accordance with compliance standards.Service Prioritizes member delight by responding promptly, professionally, and empathetically; builds strong relationships, remains respectful and composed, and contributes to a collaborative, team-oriented environment that reflects a service-first culture.Initiative Demonstrates reliable attendance and punctuality; takes ownership of responsibilities, completes tasks independently, on time and accurately, seeks growth opportunities, and proactively supports team and organizational goals.Flexibility - Adapts well and exhibits resilience to changing priorities, shifting demands, and unexpected challenges. Applies sound judgment to problem-solving and remains composed and solution-focused in dynamic situations.MSR Leadership - Drives Member Delight by fostering a proactive sales culture, exemplifying excellence, and empowering staff through motivational leadership, hands-on training, and upholding core values especially in navigating complex or difficult scenarios with confidence and care.Goals: This job is not evaluated on performance goals. Performance is evaluated on Competencies listed above.Physical Demands and Work Environment Continually required to sit, talk, hear, utilize hand and finger dexterity, work for extended periods of time as necessary to accomplish objective, goals and projects, view computer monitor, read documents and procedures necessary to the daily performance of essential functions, perform repetitive motion and movements of the wrists, hands and/or fingers and operate standard office equipment, including a personal computer, telephone and photocopier.While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.The employee must: occasionally lift and/or move up to 50 pounds.Additional remarks regarding work environment: Work is conducted at a standing workstation which includes a high desk chair.Specialized equipment, machines, or vehicles used: Driving personal vehicle and traveling for moderate periods of time as needed. Commuting to and from work may involve driving during inclement weather.