Member Service Representative

Company Description Diversified Members Credit Union (DMCU) is a long-standing Michigan-based financial institution that has served members since 1929. Membership is open to individuals who live, work, worship, or attend school in Michigan, with over 25,000 members benefiting from a full range of financial products and services. DMCU focuses on personalized guidance, supporting members through all stages of life, from saving for college to planning for retirement. With more than $400 million in assets, DMCU operates branches in Detroit, Novi, and Clawson, complemented by extensive access to Co-Op Share Branch locations and surcharge-free ATMs. The organization is committed to community enrichment, helping members reach their personal and financial potential, and is federally insured by the NCUA and an Equal Housing Lender.Role Description The Member Service Representative is a full-time hybrid role based in Clawson, MI, with some work-from-home flexibility. This role involves assisting members with account inquiries, transactions, and problem resolution in person, over the phone, and through digital channels. Responsibilities include processing deposits and withdrawals, opening and maintaining accounts, explaining products and services, and guiding members toward appropriate financial solutions. The Member Service Representative will handle phone and email communications, verify member information, follow compliance and security procedures, and accurately document interactions. This role also supports branch operations by coordinating with team members, meeting service and accuracy goals, and promoting DMCU’s commitment to exceptional member service and community focus.Qualifications Strong customer service and member support skills, with a focus on empathy, patience, and problem-solving.Clear and professional communication skills, including active listening and the ability to explain financial information in simple terms.Professional phone etiquette and confidence in handling inbound and outbound calls.Solid computer literacy, including comfort with banking systems, Microsoft Office, and online communication tools.Basic understanding of finance and banking concepts, with the ability to learn credit union products and services.Ability to work effectively in a hybrid environment, managing time and tasks both on-site and remotely.Attention to detail, accuracy in transaction processing, and adherence to regulatory and security procedures.Previous experience in financial services, retail, or call center environments is beneficial.High school diploma or equivalent required; additional education in business, finance, or a related field is a plus.