Member Service Representative

Position Summary:

MSR 1 builds upon teller responsibilities by delivering broader service support. In addition to performing all teller duties, MSR 1s assist members with account openings, product explanations, and intermediate maintenance requests. This role requires a proactive approach to member engagement and a strong foundation in credit union products and systems. MSR 1s are essential to driving sales, referrals, and onboarding success.

Essential Duties & Responsibilities:

• Open checking, savings, certificate, and other deposit accounts in compliance with procedures.
• Educate members on product features and recommend solutions that meet their needs.
• Assist members with a wide range of basic to intermediate account needs. 
• Collaborate with MSOs to identify and refer lending opportunities.
• Participate in outbound follow-up and onboarding calls to new members.
• Contribute to branch cross-sell and service level goals.
• Exhibit ownership of member satisfaction and issue resolution.

Core Competencies:

• Relationship-building and member focus
• Curiosity and willingness to explore member needs
• Communication clarity and product storytelling
• Professionalism under pressure
• Consistency in process and service standards

Role-Specific Competencies:

• Ability to explain product options and assist members in selection
• Competence with core systems, new account processes, and documentation
• Knowledge of ISCU’s referral protocols and product triggers
• Understanding of compliance requirements 
• Ability to support and be actively engaged in onboarding workflows