Member Service Representative

Cedar Rapids, IA, USA|

Job Overview

Compensation

Hourly

Range $17.39 - $20.33

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

incentive pay

Progressive benefits package

Job Description

GreenState Credit Union is a prominent financial cooperative located in Cedar Rapids, Iowa. As a well-established credit union, GreenState is dedicated to serving its members with personalized financial services that prioritize the members' well-being and financial success. The credit union operates within the retail finance sector, focusing on delivering comprehensive banking solutions including savings, checking, loans, mortgages, and various other financial products designed to meet the unique needs of individuals, families, and businesses within the communities it serves. With a strong commitment to community engagement and employee inclusivity, GreenState Credit Union fosters a culture where every team member’s contributions matter and collective success is achieved through dedication and shared values.

The Member Service Representative (MSR) at GreenState Credit Union plays a crucial role as the face of the credit union, acting as the frontline contact for members and aiming to deliver outstanding service consistently. This position is vital in supporting daily financial transactions and addressing inquiries, ensuring every member experiences a high level of care and professionalism. Handling duties such as account transactions, answering questions about products and services, managing member relationships, and assisting with account discrepancies, the MSR is essential to maintaining a smooth and member-focused operational flow. The role demands accuracy, attention to detail, confidentiality, and a positive approach to service, emphasizing teamwork and continuous improvement.

As part of the GreenState team, the MSR embodies the credit union’s mission to create lasting value for its members and communities. This role supports a diverse and inclusive workplace environment where respect and engagement are fundamental. The position works Monday through Friday from 8:30 am to 5:15 pm and Saturdays from 8:45 am to 12:15 pm and offers an hourly pay range between $17.39 and $20.33, complemented by monthly incentive opportunities and a progressive benefits package. The MSR is instrumental in advancing member satisfaction through proactive communication, such as weekly outbound calls, and by guiding members to appropriate services or specialized departments to help meet their financial goals. With responsibilities ranging from performing transactions and security procedures to educating members, this role is central to the credit union’s commitment to excellence and community partnership. Joining GreenState Credit Union means becoming part of a team dedicated to making a positive impact both inside and outside the workplace.

Job Requirements

High school diploma or equivalent
Cash handling experience
Sales experience desired
Customer service experience
Must be bondable
Ability to work with minimal direction
Good telephone manners
Reports to work punctually and reliably
Ability to exercise sound judgment
Proficiency with computer applications
Member problem-solving skills

Job Qualifications

Interpersonal skills to represent the Credit Union in a positive way
High energy with the ability to approach individuals to engage in conversation, build rapport, establish and maintain member loyalty
Thorough knowledge of deposit products and regulations
Accuracy in the handling of cash, recording daily transactions, and attention to detail
Good telephone manners and techniques
Ability to work with minimal direction and exercise sound judgment
Member account problem-solving skills
Proficiency with related computer applications, spreadsheets, word processing, and database applications
Ability to develop and maintain effective working relationships as a cohesive team
High school diploma or the equivalent (i.e. GED)
Cash handling, sales, and customer service experience desired
Must be bondable
Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand

Job Duties

Adheres to the Credit Union Service Standards in carrying out GreenState's mission and vision
Demonstrates a positive member service focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival
Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities
Ensures confidentiality of member information
Supports a diverse and inclusive work environment
Ensures confidentiality of members account records and account information
Makes weekly outbound service calls to members
Answers member questions or refer members to appropriate departments or supervisors
Assists with member account discrepancies, statement problems, complaints and escalates as necessary
Performs member transactions including deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials
Builds member relationships by recognizing their financial needs and meeting those needs with the appropriate GreenState product and service or referring them to the specialized department
Maintains a satisfactory balancing record
Educates members and staff of the features and benefits of all our products and services
Refers products and services that benefit members to achieve team goals
Accepts and examines checks for endorsements and negotiability
Determine availability of funds based on regulations and policy
Place holds on accounts for uncollected funds when necessary
Processes mail and night deposit transactions
Completes all forms including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, member check orders
Participates in opening and closing procedures
Complete daily work including balancing and reconciliation of drawer offages
Monitors and manage the vault including cash disbursements, balancing, and end of day lock-up
Assists in security procedures
Balances, maintains, and corrects the coin machine and cash recyclers
Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events