Lead, Member Service Representative jobs in United States
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Firstmark Credit Union · 1 month ago

Lead, Member Service Representative

positionSan Antonio, Texas, United States
timeFull-time
remoteOnsite
seniorityMid, Senior Level
date3+ years exp

Firstmark Credit Union is committed to building a better tomorrow for its members and employees. The Lead Member Service Representative serves as a working leader and subject matter expert, overseeing branch operations and ensuring exceptional member service while providing support and guidance to team members.

BankingFinancial ServicesLending
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Growth Opportunities

Responsibilities

Perform a full range of teller transactions with accuracy and efficiency
Promote credit union products and services aligned with members’ financial needs
Resolve escalated member concerns in a professional and solution-oriented manner
Assist in opening/closing procedures and daily branch balancing tasks
Assist with scheduling and daily workflow management
Act as the go-to resource for MSRs, assisting with complex transactions or questions
Support onboarding, training, and coaching of MSRs
Provide real-time feedback and performance guidance to MSRs
Monitor branch cash levels and assist with audits and compliance tasks
Ensure adherence to policies, procedures, and security guidelines
Travel between designated branches as needed to provide support
Support home equity closings
Lead by example in sales, service delivery, and product knowledge
Performs other job-related duties as needed

Qualification

Credit union experienceNMLS registrationProduct knowledgeMentor experienceInterpersonal skillsCommunication skillsConflict-resolution skills

Required

High school diploma or equivalent required; college coursework preferred
3+ years of experience in a credit union or banking environment
NMLS registration required after hire (per SAFE Act compliance)
Strong product knowledge and operational understanding
Excellent interpersonal, communication, and conflict-resolution skills
Flexibility to travel between branches with short notice
All Firstmark team members must mirror our shared values: happy, helpful, honest, humble, and hungry (driven)

Preferred

Previous experience in a lead or mentor capacity

Benefits

Comprehensive medical, dental, and vision coverage
A dollar for dollar 401(k) match
Up to four weeks of paid time off
Education assistance
Employee Assistance Program
Paid and unpaid volunteer opportunities

Company

Firstmark Credit Union

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Firstmark Credit Union offers financial services like banking, lending, insurance, and investments.
dateFounded in 1932
location
San Antonio, Texas, USA
people-size201-500 employees
web-link
https://www.firstmarkcu.org/

Funding

Current Stage
Growth Stage

Leadership Team

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Cynthia Crouch
Cheif Experience Officer
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Recent News

Seattle TechFlash
Veteran financial leader Cynthia Crouch joins Firstmark executive team as chief experience officer
2025-08-23
San Antonio Business Journal
List Extra: New FirstMark CEO talks plans
2025-03-14
San Antonio Business Journal
Firstmark Credit Union announces new CEO
2025-02-10
Company data provided by crunchbase