Member Service Representative / Teller

Job DetailsJob Location: Houston, TX 77075Member Service Representative / Teller

Location: Southeast Branch, Houston, TX 77075

Employment Type: Full Time

Work Hours: Branch Hours: Monday – Friday: 8:30am – 6:15pm; Saturday: 8:30am – 2:30pm.

Role:

The Member Service Representative (MSR) serves as a primary point of contact for credit union members, delivering exceptional service while supporting a full range of financial products and services. This role is responsible for opening and maintaining consumer and business accounts, processing complex account structures, performing teller transactions, servicing cash machines, managing safe deposit box operations, and originating consumer loan applications. The MSR ensures compliance with all regulatory requirements while building strong member relationships and identifying opportunities to meet members' financial needs.

Essential Functions & Responsibilities:

Member Service - Deliver friendly, knowledgeable support in person, by phone, and through digital channels. Identify member needs and recommend appropriate products.
Account Opening & Maintenance - Open and service consumer, business, and IRA accounts. Process account changes and ensure accurate documentation.
Teller Operations - Handle deposits, withdrawals, payments, and check cashing. Balance cash drawers and support ATM/cash recycler operations.
Operational Support - Assist with audits, vault duties, cash ordering, and general branch operations.
Compliance & Risk Management - Follow BSA/AML, CIP, OFAC, and privacy regulations. Identify and report suspicious activity.
Complex Account Administration - Support specialized accounts such as trusts, estates, IOLTAs, and SSI payee accounts. Review legal documents and coordinate with compliance teams.
Lending Support - Interview members, take loan applications (auto, personal, secured/unsecured, credit cards), gather documentation, and communicate decisions.
IRA Services - Open and maintain IRAs, process contributions and distributions, and ensure compliance with IRS requirements.
Safe Deposit Box Administration - Manage box assignments, access, payments, and security procedures.
Performs other job-related duties as assigned.

Performance Measurements:

Provide informed, prompt, and accurate service to all members and associates by greeting and waiting on members in the lobby, answering the telephone and responding to messages or correspondence timely.
Open all accounts, certificates of deposit, and other Credit Union products or services in accordance with federal regulations, ensuring all related forms and documents are completed and filed/scanned in a timely manner.
Carry out assigned duties and responsibilities with minimal errors according to established branch standards.
Actively cross-sell products and services to members to achieve or exceed all established individual and branch sales goals.
Troubleshoot and resolve members and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties.
Ensure compliance with all applicable Credit Union policies, procedures, and regulations.
Maintain a professional work environment and businesslike appearance.

Knowledge and Skills:

Experience

One year to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Member-focused service orientation, problem-solving and critical thinking, building relationships, and team collaboration. Ability to handle sensitive and confidential information, and work in a fast-paced environment.

Other Skills

Working knowledge of established teller operations and cash handling procedures, cash machine operations (ATMs, cash recyclers). Proficiency with banking/credit union systems and standard office software. Excellent communication and interpersonal skills, high attention to detail and organizational skills.

Physical Requirements

Ability to sit, stand, and move throughout the branch. Manual dexterity for computer and cash handling tasks. Ability to lift up to 25 pounds (e.g., coin bags, cash boxes, supplies).

Work Environment

Primarily branch-based with frequent member interaction. Requires standing for extended periods and handling cash transactions. May involve working with secure areas such as vaults and safe deposit rooms. Standard business hours with occasional extended hours based on branch needs.

Must have qualities that are consistent with our CORE Values:

Integrity, Honesty, & Respect
Passion, Commitment & Enthusiasm
Seek Excellence in All We Do
Work Hard and Have Fun
Friendly Service and Superior Value

Qualifications