• Nashville West Member Service Representative I

    Category Branch
    Job Locations US-TN-Nashville
    Job ID
    Active - Full Time Hourly
  • Overview

    Create a positive member experience by ensuring that members receive friendly, accurate and timely assistance when originating and processing consumer loans, opening new accounts, business accounts, certificates, and IRAs.


    • Interview consumer loan applicants, explain loan options, rates, terms, and collateral requirements, prepare all necessary documents, verify employment, obtain credit report – assess member needs and cross-sell credit union services based on business that can be obtained from the credit report and member cues, finalize loan and disburse funds. Build successful long-term relations with member by increasing use of credit union services. Explain the different services and the benefits of each. 
    • Prepare payroll deduction and direct deposit forms and update ACH/Payroll Manager as needed. 
    • Complete extension agreements, sub-action forms and releases of collateral as assigned. 
    • Audit loans disbursed by other Member Service Representatives. Provide feedback to manager for problems encountered. 
    • Resolve problems that are within authority to resolve and refer problems that are beyond authority to manager, along with a recommendation. 
    • Assist with opening and closing procedures. 
    • Follow policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Office of Foreign Assets Control (OFAC) daily to ensure compliance with current regulations. 
    • Provide notary service to the membership. 
    • Order member drafts from Harland’s internet site.  
    • Rent safe deposit boxes, complete initial documentation and collect initial rent payment. Allow member access to safe deposit box as assigned by manager. 
    • Redeem U. S. Savings Bonds. 
    • Open new accounts, such as share, share draft, Christmas Club, etc., and explain various accounts and ownership options. Prepare necessary documentation and complete transaction. Audit accounts opened by other employees. Check CIP and New Account paperwork for accuracy.  
    • Issue instant issue cards and re-pin cards via Card Wizard Instant Issue System. 
    • Assist members with using PASSport VTM system. Troubleshoot VTM issues as needed. 
    • Assist in preparing schedules with the understanding of reporting in FMSI for efficient staffing. (Scorecard introduction and the measures related to teller function.) 
    • Accept garnishments and levies as served. Coordinate preparation and processing with legal department as needed. 
    • Open Business Solutions accounts determining correct entity type and offer products depending on business members’ needs.  Prepare necessary documentation and complete transaction. Refer loan leads to manager for follow up. 
    • Receive training of certificate, IRA and HSA programs, and provide members with information and assistance. 
    • Hold the appropriate license(s) to offer insurance products sold by credit union. 
    • Actively participate in credit union marketing promotions and financial center sales programs, i.e. meeting all goals established for the financial center.
    • Obtain necessary documentation and assist members with completing documents in the event of forgery. Process stop payments, unauthorized withdrawal and card fraud disputes. 
    • Make outbound calls to new account members. Cross-offer appropriate services and submit monthly report to manager. 
    • Work pending and approved loan reports taking action as needed. Keep manager advised of status as required. 
    • Serve as backup to teller and receptionist/greeter, as required.  
    • Read all internal publications including Source and Possibilities.


    • High school diploma or equivalent. One to three years of similar or related experience. 
    • A high level of interpersonal skills to conduct productive interviews with loan applicants and cross sell credit union services to the membership. 
    • Must be accurate in all transactions. 
    • Must present a friendly and professional manner toward members. Maintain a professional work environment and businesslike appearance. 
    • Regular and reliable attendance is required. 
    • Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, IRA Service Center Software and the internet.  
    • Must be able to operate or have ability to be trained to operate related office equipment including Biometric Hand Key Pass Vault System, calculator, cash dispense machine, laser printer, receipt printers, coin and currency counters, cash recycler, computer terminal (PC), multifunction copier, imager, Verifone, telephone and typewriter.


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