Member Service Representative I

Member Services Representative – Centennial BranchCentennial, CO | Full-Time | $18.00-$20.00 per hourAccepting Applications until position is filled, Review to begin immediatelyWhy Work at Metrum Community Credit Union?At Metrum, we’ve got your back – we believe in helping our team members and our member-owners achieve their goals. That’s why we’re proud to create a workplace where people feel supported, valued, and empowered to grow and learn.Growth & DevelopmentWe promote from within when possible and support your career goals through tuition reimbursement and ongoing on-the-job training that supports you both personally and professionally!Every new team member will start off with a strong on-boarding program designed to maximize their success.Whether you’re just beginning or if you ready for the next step, we’re here to help you build your future with us.We believe in financial education for both our team members and our member-owners, and at MCCU, you will have the opportunity to learn about money and credit management- skills that you will use throughout your lifetime. Culture & CommunityAt Metrum we are deeply invested in building and maintaining a strong Team Culture where members of our team know they are valued, are challenged and supported to contribute, learn, and grow, and where our commitment to one another’s success is felt.We celebrate our team with CU outings, potlucks, anniversary lunches, and fun holiday celebrations – plus, you’ll even get your birthday off (paid!)We’re big on teamwork and appreciation, and we strive to ensure our team feel this in everything we do.“We’ve got your back” isn’t just a motto – it’s how we operate. At Metrum, our team and our members are our neighbors, family, and friends. We focus creating a culture and environment that centers care and support, while educating and helping members of our Metrum community to achieve their goals and dreams.As a cooperative, we are committed to serving and uplifting our community both through providing excellent financial education, but also by getting involved and building the communities we are part of.What’s a Credit Union?A credit union is a financial cooperative- meaning we offer personal financial products like savings and checking accounts along with loan services like car loans, credit cards and mortgages. The people that have accounts with the credit union are our member-owners (that’s the cooperative piece). We work for our member-owners (over 6,200 of them!) to provide safe and competitive financial services.What you’ll doAs a Member Service Representative (MSR) at our Centennial branch, you’ll be the first point of contact for many of our members—providing exceptional service and helping them navigate their financial needs. From processing transactions and opening accounts to answering questions and promoting helpful products, you’ll be there to support our members with professionalism, accuracy, and care. As a member of the MSR team, you’ll also handle more advanced services such as IRAs, Specialty accounts, Certificates of Deposit, and electronic banking support. This role plays a vital part in delivering the ‘Metrum Community Way,’ where we’ve got our members’ backs, focus on educating members, providing helpful products and services, and making a positive difference in every interaction.   Specifically, Essential Responsibilities include:Welcome and provide members with routine information concerning products and services, directing them to appropriate departments, and assisting with resolution of member needs.Maintaining privacy and confidentiality regarding member’s private information.Process transactions with the utmost timeliness and accuracy (deposits, withdrawals, transfers, loan payments, cashier’s checks, and other services.)Process member requests such as wires, automatic transfers, notary services, etc.Open new accounts and service existing accounts including Specialty, Certificate of Deposit, and IRA accounts. Set up new account files and provide members with all necessary information for membership.Resolve and/or appropriately escalate member concerns. Respectfully question and actively listen to identify, then determine and resolve specific member needs.Cross-sell credit union products and services that benefit members’ financial well-being and document interactions accordingly.Comprehensive knowledge and compliance with all current related policies and procedures, rules, and regulations including BSA, Robbery, and Security.Going the ‘extra mile’ to build member trust, long-lasting relationships, loyalty, and satisfaction.Successfully work, interact, and be fully engaged in a team environment.Support and participate in Credit Union Marketing and Business Development initiatives, as needed.Perform other duties and special projects as assigned.*This Position Description is not a complete statement of all duties and responsibilities of this position and is subject to change with or without notice.Qualifications & RequirementsMinimum 1 year of customer service requiredMinimum 1 year’s banking experience requiredMinimum 1 year of cash handling experience (preferred)Ability to read and interpret safety rules, compliance, instructions, and procedural manualsAbility to regularly communicate and interact with members and co-workers (written, email, via phone, and in person) with professionalism, courtesy, and effectiveness.Ability to interpret policies and apply them to daily operationsAbility to apply basic analysis and good judgment within well-defined guidelinesAbility to follow defined procedures and make decisions with limited discretion within known optionsWork Environment ConsiderationsSchedule - 8-hour shift, Monday-Friday, Weekends as needed.Flexible work possible after initial 6 Month evaluation, subject to operational needs and position requirementsLocation: Centennial, COPhysical Setting: OfficeWhat’s in it for you!$1000 Hiring Bonus! - $500 after first 90 days, remaining $500 after 6 monthsSeriously great benefits: Beyond healthcare, dental, and vision insurance, we make it so worth your while. Metrum employees get up to 5% company contribution to their 401k, generous personal time off, free and discounted Credit Union services and employee discounts on qualifying loans. The starting pay range for this position is $18.00-$20.00 hourly, and final pay rate will be determined based on experience, education, skills, and internal equity factors. Metrum benefits include: >CU Subsidized Medical >CU Paid Dental/Vision Insurance >CU Paid Life and Long-Term Disability Insurance >Paid Vacation Time >Paid Sick Leave Time >Paid Holidays >Paid Birthday Day-Off >Flexible Spending Account/Health Savings Account (optional) >401(k) With matching contribution up to 5% >Tuition Reimbursement >Rate discounts on qualifying loans >May be eligible for incentives and/or discretionary bonus based on performance >Flexible work possible after initial 6 Month evaluation subject to operational needs and positionThis is a career: The Member Service Representative experience is the foundation of a career at Metrum Community Credit Union. We invest in developing your skills and our priority is to promote from within, where possible. We hope you stay with us as we grow together, but regardless, we are committed to helping you grow!