MEMBER SERVICES REPRESENTATIVES

When joining USF Federal Credit Union, you can expect to work for a company that:

• Strives to be the most influential partner in our Members’ financial journey.
• Has been recognized with awards such as the Sterling Governor’s Award for Excellence and League of Southern Credit Unions & Affiliates Credit Union of the Year.
• Has a culture of engagement, growth, process improvement and community volunteerism.
• Received the Top Places to Work award for 2024 and 2025 in Financial Industries.

What’s In It For You

• Competitive pay, robust incentive programs, 401k matching, Mortgage and Auto Loan discounts
• 4 weeks minimum paid time off work, work anniversary paid time off, 11 paid holidays and 8 hours paid volunteer time off.
• Medical, Dental and vision plans with FSA option. (Employee Only Premiums for Dental and Vision are 100% Credit Union covered).
• 100% Credit Union Paid Short-Term and Long-Term Disability and Life Insurance
• Employee Assistance Program
• Undergraduate and Graduate Tuition Reimbursement
• In-depth New Employee Orientation showcasing Credit Union Values and Vision
• A Think Big culture dedicated to performance excellence and continual growth

Position Summary

The Member Services Representative I (MSR I) serves as the first point of contact for credit union members, providing exceptional service and support primarily over the phone. This role is responsible for assisting members with inquiries, processing transactions, and promoting credit union products and services while ensuring compliance with all policies, procedures, and regulatory requirements.

Essential Functions & Additional Responsibilities

• Assist members and potential members with day-to-day banking needs, including account inquiries, online banking support, funds transfers, loan payments, debit card assistance, and more.
• Meet or exceed sales goals by identifying potential sales opportunities and upselling products or services when relevant. This includes making recommendations and cross-selling additional products and services, including core account products, checking, money market, certificates, loan products, e-services, referrals etc. that deepen member relationships.
• Meet or exceed performance goals related to service quality, productivity, and member satisfaction.
• Ensure all member interactions comply with authentication protocols, credit union policies, and regulatory requirements (including BSA/AML, Reg E, and IRA regulations).
• Performs other duties as assigned.

Education

• A high school diploma or equivalent.

Experience

• 1 year of customer service experience in a financial institution, call center, and/or retail environment required.

Other Skills

• A friendly, courteous, and professional attitude.
• Excellent spoken, written, and visual communication and presentation skills.
• Ability to multi-task with excellent organizational and project management skills.
• Working knowledge of MS Office (Word, Excel, PowerPoint).
• Ability to handle a high volume of member interactions with patience, positivity, and accuracy.
• Must be team player, self-starter, highly motivated and self-confident with the ability to work collaboratively and independently.
• Must enjoy working with the public and be able to effectively deal with people under adverse and stressful conditions.
• Must possess a thorough understanding of the Bank Secrecy Act, as well as other applicable federal regulations, including but not limited to the USA PATRIOT Act, Office of Foreign Assets Control (OFAC) regulations, Anti-Money Laundering (AML) laws, the Right to Financial Privacy Act, and the Bank Bribery Act.

Reports To

Assistant Member Services Manager

Manages

This role does not have supervisory responsibilities.

Work Environment

This job operates in an office setting and routinely uses standard office equipment. This position does include some remote work.

Physical Requirements

Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10lbs of force occasionally to life, carry, push, pull, or move objects.

Position Type/Expected Hours Of Work

Full-Time/40 hours per week

Classification

Non-exempt

Other Duties

Please not this job description is not a comprehensive list of activities, duties or responsibilities that are required in this position. Duties, responsibilities and activities may change at any time with or without notice.

About Us

For 65 years, USF FCU has experienced rapid growth and is dedicated to delivering financial solutions to improve our members’ lives. Our success is thrilling, but our core values of excellence, passion, innovation, community, and collaboration mean our relationships with our members and our employees will always be our top priority! We have grown to over 73,000 members and $1.1 billion in assets, robust online and mobile banking, 9 branch locations and thousands of shared branches and fee-free ATMs nationwide.

Our vision is to be the most influential partner in each member’s financial journey.

Our mission is to deliver financial solutions to improve members’ lives.