Member Services Representative - Branch & Digital Support

Role

The Member Services Representative – Branch & Digital Support role provides consistent, high-quality member service across branch, Contact Center, digital, and ITM channels. The employee will begin at the Augustine Branch to develop core MSR skills, including transactions, account servicing, new accounts, member education, and branch operations. After demonstrating proficiency, the employee will transition to the Contact Center to support ITMs and provide phone, video, chat, secure messaging, digital banking, troubleshooting, and account support.

The role requires adaptability, accuracy, sound judgment, strong communication, confidentiality, and professionalism, with a focus on delivering a seamless and positive member experience across all service channels.

Major Duties and Responsibilities

1. Efficiently perform financial transactions for members with checking, savings, and lending relationships by receiving funds, posting transactions, processing loan payments, accepting deposits, and disbursing funds as requested. Address account inquiries, document payment amounts, dates, and other significant information, verify member calculations, and validate checks and cash payments. Receive and verify currency and coin, process bond redemptions, cash checks in accordance with written procedures, and verbally confirm intended transactions with members to ensure their needs are met and errors are minimized.
2. Open, maintain, and service deposit accounts, certificates, IRA accounts, and related products, including account maintenance, closures, transfers, card issuance, and other account servicing requests. Accept and process consumer loan applications, explain available lending products, and gather required documentation. Identify member financial needs during each interaction and recommend appropriate products and services that support the member’s financial well-being, including electronic services, deposit products, lending solutions, and payment services. Process specialized services such as wire requests, ACH setup, automatic transfers, bond redemptions, check orders, debit card requests, shared certificates, safe-deposit box maintenance, notary services, and other operational support functions.
3. Support Contact Center operations by assisting members through phone calls, video engagement, chat, secure messages, and other approved communication channels. Troubleshoot account concerns, assist with digital banking navigation, complete research, and provide timely follow-up or escalation when needed. Guide members through ITM transactions, troubleshoot ITM-related service issues, identify when additional support is needed, and ensure a professional, secure, and member-focused experience through the ITM channel.
4. Meet or exceed department expectations for service quality, response time, resolution time, member satisfaction, accuracy, and other applicable branch, and Contact Center performance standards.
5. Stay current on credit union products, procedures, technology platforms, ITM functionality, digital banking tools, and service expectations. Participate in training, cross-training, and development opportunities to support consistent service delivery across branch and Contact Center environments.
6. The incumbent must comply with all Credit Union policies and procedures and all applicable federal and state laws and regulations, including but not limited to the Bank Secrecy Act (BSA), USA PATRIOT Act, Office of Foreign Assets Control (OFAC), Anti-Money Laundering (AML)requirements, and all other regulatory compliance standards.

Knowledge and Skills

EXPERIENCE

Six months to two years of banking, member service, customer service, branch, or contact center experience preferred. Experience should demonstrate accuracy, professionalism, adaptability, and a commitment to exceptional service. Prior exposure to teller transactions, account servicing, digital banking support, or video/remote service channels is beneficial.

EDUCATION/CERTIFICATIONS/LICENSES

A high school degree or GED is required.

INTERPERSONAL SKILLS

Courtesy, tact, diplomacy, empathy, and active listening are essential. The position requires frequent member contact through in-person, phone, chat, secure message, and ITM interactions. The employee must communicate clearly, remain calm under pressure, adapt communication style to the service channel, and maintain professionalism and discretion when handling sensitive member information.

OTHER SKILLS

The successful candidate will demonstrate strong member service, communication, problem-solving, and multitasking skills, with the ability to transition effectively between branch, Contact Center, and ITM responsibilities. The position requires proficiency with banking systems, digital banking tools, Microsoft 365, communication platforms, and ITM-related technology, along with strong attention to detail, accuracy, compliance, and documentation. The employee must be able to identify member needs and provide appropriate guidance, education, or referrals while recognizing and appropriately escalating potential fraud, security concerns, or unusual activity. Proficiency in spoken Spanish is considered an asset.

ADA Requirements

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 30 lbs. Must be capable of climbing or descending stairs in an emergency situation. Must be able to operate routine office equipment including computers, keyboards, telephones, copiers, scanners, fax machines, calculators, and ITM-support-related equipment. Must be able to routinely perform work on a computer for an average of 6–8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management and maintain regular, reliable, and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in a climate-controlled shared work area with minimal to moderate noise. The position will initially work in the Augustine branch environment and later transition to the Contact Center environment. The role may require periodic in-branch coverage to maintain skills and may include support for ITM service hours, including schedules aligned with branch, Contact Center, or ITM operational needs. This position maybe eligible for a hybrid remote work arrangement if approved by management and consistent with business needs.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively both individually and as part of a team. Must be able to read and carry out written instructions, follow oral instructions, communicate clearly and logically, and complete basic financial calculations with accuracy. Must be capable of handling multiple, simultaneous, and changing priorities while maintaining composure under deadlines, high accuracy standards, and a fast-paced service environment. Must demonstrate discretion, sound judgment, professionalism, and the highest level of member service across in-person, digital, phone, and ITM interactions.

Acknowledgment

Nothing in the position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any period of time. Topside FCU is an equal opportunity employer with respect to all protected groups, including protected veterans and individuals with disabilities. Topside FCU conforms to all applicable federal, state, and local laws. This policy does not override or alter any regulatory obligations that may apply to specific roles or departments.