Relationship Team MSR

Job Title: Telephone Member Services Representative Assist members and potential members with telephone inquiries by delivering exceptional service and thoughtful financial solutions. This role focuses on building positive member experiences by explaining products and services, resolving questions or concerns, directing calls to the appropriate area, and providing helpful, accurate information with every interaction. Successful candidates are friendly, engaging, and motivated by a desire to help members achieve their financial goals while identifying opportunities to deepen relationships through appropriate product recommendations. Major Duties and Responsibilities: Receive incoming calls and place outbound calls to members and potential members. Answer questions regarding accounts and products, calculate and explain payment options, and take loan applications over the phone. Prepare and process loan documentation and distribute to members or loan officers for disbursement. Provide service that is welcoming, professional, and responsive to member needs. Maintain accurate member account information within the computer system. Ensure records are properly maintained and required reports are completed. Make lending recommendations for loan exceptions in accordance with Credit Union policies and guidelines. Identify opportunities to support members through cross-selling relevant products and services that meet their financial needs. Assist other departments as needed and perform additional related duties as assigned. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Experience: 1-3 years of call center experience, ideally within a financial institution Education: A high school degree or equivalent. Interpersonal Skills: Friendly, warm, and engaging communication style with the ability to build rapport over the phone Strong listening skills with a genuine interest in understanding and helping others Ability to communicate financial information clearly, confidently, and compassionately Professional, courteous, and patient demeanor when assisting members Comfortable balancing service excellence with sales conversations in a helpful, consultative manner Other Skills: Service-oriented mindset with a passion for helping members succeed financially Confidence in discussing and recommending products and services based on member needs Strong verbal communication and problem-solving skills Attention to detail and accuracy when handling transactions and loan documentation Ability to manage multiple tasks in a fast-paced, call-center environment Proficient in standard Windows-based business applications (e.g., Microsoft Word, Excel) ADA Requirements: PHYSICAL REQUIREMENTS Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance. WORKING CONDITIONS Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. MENTAL AND/OR EMOTIONAL REQUIREMENTS Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Community First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.

Created: 2026-03-05