Mobile Experience Member Service Representative

Pre-employment background checks, including criminal records, credit reports, and drug tests, will be required. Job offers are contingent on successfully completing all pre-employment background screenings. Applicants must complete all required sections of the application. Incomplete submissions will not be reviewed or considered.

Summary:

Under the direction of the SRP Mobile Branch Manager, the Mobile Branch Member Service Representative provides high-quality, relationship-focused service to members and potential members at mobile branch locations and community events. This role serves as a frontline ambassador for the credit union, supporting account inquiries, product education, digital banking assistance, and ITM usage while maintaining member privacy and security. The Mobile Branch MSR plays an important role in community engagement by interacting with members and non-members, answering questions about credit union services, and reinforcing the organization’s mission and community-focused values. This position operates in a mobile environment and works closely with the Mobile Branch Manager and Mobile Branch Deployment Specialist to ensure a positive, consistent member experience.

Schedule:

Early mornings, evenings, and Saturdays may be required.

Essential Duties and Responsibilities:

• Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the member benefit-based approach.
• Fully complies with all SRP Credit Union policies, procedures, guidelines, and service standards, including, but not limited to, the Bank Secrecy Act, the Patriot Act and OFAC Policies.
• Represents the Credit Union in a professional and courteous manner to members and potential members.
• Acts as a primary source of product information for member and staff inquiries.
• Assist members with account inquiries, account maintenance, and product education.
• Support opening new memberships and explaining credit union products and services.
• Assist members with digital banking tools, online services, and self-service technologies.
• Support ITM usage by guiding members through transactions and troubleshooting basic issues, without handling cash.
• Promote financial education resources, community programs, and relevant credit union services.
• Ensure member privacy, confidentiality, and data security at all times
• Support Community Impact efforts by engaging with members and non-members at events, answering questions, and reinforcing the credit union’s community-focused mission.
• Assist with capturing basic engagement feedback or observations to support future outreach and deployment planning.
• Assist with setup and teardown of the mobile branch as needed, following established procedures.
• Maintain accurate documentation and follow operational procedures.
• Communicate member feedback, service issues, or system concerns to the Mobile Branch Manager
• Represent the credit union professionally at all mobile branch locations and events.
• Provides Notary Services for members.
• Successfully meets or exceeds sales and service goals set by management.
• Assists members with fraud, discrepancies or any questions pertaining to their accounts.
• Support the Traveling Branch Staff, as assigned.
• May be assigned other tasks by appropriate line supervision.

Supervisory Responsibilities

There are no supervisory responsibilities in this position.