Member Service Representative - O'Connor

Job Summary 

The Member Service Representative (MSR) is a frontline, cross-trained role responsible for delivering accurate transactions, comprehensive account servicing, and needs-based financial solutions that support an exceptional member experience. The MSR consistently executes established service, sales, and operational standards while contributing to branch efficiency, risk management, and overall performance through disciplined, high-quality execution.

Major Responsibilities

Member Experience & Relationship Management

• Deliver friendly, efficient, and respectful service across all member interactions.
• Resolve member inquiries and service issues using sound judgment and a solutions-focused approach.
• Build trusted relationships by actively listening and identifying member needs.
• Educate members on products, services, and digital tools to support financial well-being.
• Consistently demonstrate service behaviors that align with branch experience standards.

Transactions, Accounts & Lending Support

• Perform all teller transactions accurately and in compliance with cash-handling standards.
• Open and maintain consumer deposit accounts, IRAs, and related account services.
• Originate consumer loans (excluding Home Equity) in accordance with policy and regulatory requirements.
• Execute account maintenance, file updates, and documentation with a high degree of accuracy.
• Support more complex transactions and operational tasks as assigned. 

Growth & Referral Execution

• Identify opportunities to recommend appropriate products and services based on member needs.
• Confidently engage in needs-based conversations that support branch growth goals.
• Execute referrals consistently and accurately, supporting team-based growth outcomes.
• Partner with teammates to ensure seamless handoffs and continuity of service.
• Maintain awareness of branch goals and contribute through disciplined execution.

Operational Excellence & Risk Management

• Adhere to all policies, procedures, and regulatory requirements (BSA/AML, OFAC, Reg CC, etc.).
• Balance cash daily and maintain high accuracy and control standards.
• Protect member information and actively support fraud prevention efforts.
• Utilize systems and tools correctly and escalate issues as appropriate.
• Maintain audit-ready work habits and documentation standards.

Team Collaboration & Branch Support

• Support daily branch workflow by remaining flexible and responsive to member and team needs.
• Collaborate with Sr. MSRs, Lead MSRs and branch leadership to ensure smooth operations.
• Reinforce service, accuracy, and professionalism standards through consistent personal performance.
• Share knowledge, best practices, and observations that support branch effectiveness.
• Provide input and support during peak times, staffing shifts, or operational needs.

Professionalism & Readiness

• Demonstrate accountability, reliability, and ownership of assigned responsibilities.
• Complete required training, certifications, and compliance activities on time.
• Adapt to changes in products, systems, procedures, and service expectations.
• Maintain professional conduct and represent the credit union positively at all times.

Additional Responsibilities

• Perform other job-related duties as assigned in support of branch, regional, or enterprise priorities.

Education & Experience

• High school diploma or equivalent required.
• Minimum 1 year of teller or member service experience.
• Credit union or retail banking experience preferred.
• Skills & Competencies
• Strong knowledge of financial products and services.
• Excellent interpersonal, communication, and problem-solving skills.
• High attention to detail and commitment to accuracy.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong teamwork orientation with the ability to work independently.
• Comfort with digital tools and learning new systems.

Values Alignment

• Demonstrates Firstmark’s shared values in all interactions: Happy, Helpful, Honest, Humble, and Hungry (Driven).