Member Service Officer

Job Description – Member Service Officer

Position Summary

The Member Service Officer (MSO) is responsible for delivering member service and supporting the daily financial and operational activities of First Pace Credit Union. This position performs a broad range of transaction-processing, account-maintenance, general ledger, and reconciliation functions to ensure accurate, timely, and secure financial operations.

Serving United Steelworkers members and their families, the MSO responds to member needs, explains account requirements, and assists members with the credit union’s products and services. The position also collaborates with other credit union officers to support loan programs, marketing initiatives, and operational improvements.

As part of a small credit union team, the MSO must be adaptable, detail-oriented, and able to manage multiple responsibilities while maintaining accuracy, confidentiality, and a high standard of member service.

Essential Duties and Responsibilities

Member Service and Account Administration

• Respond to member inquiries in person, by telephone, mail, and email, providing accurate information and courteous, professional service.
• Process deposits, withdrawals, check requests, loan payments, and other authorized financial transactions.
• Open, maintain, and close checking and savings accounts, certificates of deposit, money market accounts, Christmas Club accounts, and other applicable account types.
• Assist members with electronic deposits and resolve misdirected deposits and other transaction-related issues.
• Monitor negative account balances and overdrafts, communicate with members regarding account status and requirements, and follow established credit union procedures.
• Maintain the confidentiality and security of member information and financial records.

Financial Operations and Reconciliation

• Prepare the office for daily operations, including opening the vault, preparing teller drawers, and ensuring check stock and other required materials are available.
• Post general ledger (GL) transactions and reconcile prior-business-day financial activity to the general ledger.
• Perform daily reconciliations of applicable ATM, mobile check deposit, ACH, and business transactions.
• Identify, research, and resolve transaction discrepancies, posting exceptions, and reconciliation differences in accordance with established procedures.
• Maintain accurate transaction records and supporting documentation.
• Balance teller drawers and complete required end-of-day procedures to ensure funds, records, and equipment are properly secured.

Operational and Administrative Support

• Maintain an organized, clean, and professional office environment.
• Monitor and order office supplies, forms, and other operational materials as needed.
• Secure cash, check stock, teller drawers, and other financial materials in accordance with established security procedures.
• Assist with the opening and closing of the office and ensure daily security procedures are completed.
• Provide operational support to other credit union officers, including the Loan Officer and President, as needed.

Credit Union Programs and Team Collaboration

• Collaborate with credit union officers to support marketing initiatives, loan programs, and member outreach efforts.
• Assist with implementing and communicating credit union products, services, and promotional programs to members.
• Identify opportunities to improve transaction processing, operational efficiency, and the member experience.
• Perform other related duties as assigned to support the effective operation of the credit union.

Minimum Qualifications

• Experience in accounting, accounts payable, bookkeeping, financial services, or a related field.
• Experience providing direct customer or member service.
• Working knowledge of Microsoft Word and Excel.
• Strong attention to detail and the ability to maintain accurate financial records.
• Ability to prioritize multiple responsibilities, adapt to changing needs, and meet daily operational deadlines.
• Strong problem-solving skills and the ability to investigate and resolve discrepancies.
• Ability to work independently while collaborating effectively with a small team.
• Professional, approachable, and courteous communication skills.
• Ability to maintain confidentiality and handle sensitive financial and member information appropriately.

Preferred Qualifications

• Prior credit union or banking experience.
• Bookkeeping, accounting, or other relevant professional certification.
• Experience with general ledger reconciliation, transaction processing, or financial operations systems.

Other Responsibilities

This position may perform additional duties as assigned that are consistent with the needs and operations of FIRST PACE Credit Union.