Member Services Representative - (Credit Union)

Position Overview

The Title Services Representative is responsible for providing excellent service to credit union members and frontline staff while supporting the processing and servicing of vehicle titles.

This position handles title documentation, lien processing, member inquiries, state filings, and related administrative responsibilities. The ideal candidate is detail-oriented, organized, customer-service focused, and comfortable working in a fast-paced financial services environment.

Key Responsibilities

Title & Lien Processing

• Perform clerical and administrative duties necessary to perfect security liens, process title transfers, and complete lien releases.
• Review, maintain, and track title files and related reports.
• Assist members and credit union staff with:
  • Title processing
  • Ownership transfers
  • State filings
  • Lien recordings and releases
• Interact with various state motor vehicle departments regarding title and lien matters.
• Review loan and title documentation for accuracy, completeness, and compliance.
• Maintain accurate records and documentation related to title transactions.

Member & Staff Support

• Answer incoming department calls from members and provide timely, professional assistance.
• Research member inquiries and provide appropriate solutions.
• Communicate with field staff via telephone, email, and fax.
• Deliver a high level of member service while maintaining professionalism and confidentiality.
• Promote teamwork, service excellence, and positive working relationships throughout the organization.

Branch & Operational Support

• Cross-train on Member Services Representative responsibilities when applicable.
• Provide teller-line coverage during morning hours, lunches, vacations, and Saturday rotations when assigned to a branch location.
• Perform additional duties as assigned.
• Maintain the security and confidentiality of member account information.
• Ensure work is completed in accordance with applicable laws, regulations, policies, and procedures, including the Bank Secrecy Act (BSA).

Minimum Qualifications

• High school diploma or GED.

Preferred Qualifications

• Previous banking or credit union experience.
• Previous customer service experience.
• Experience with vehicle titles, liens, loan documentation, or related financial services is a plus.
• Bilingual Spanish skills are a plus.

Knowledge, Skills & Abilities

• Proficiency with Microsoft Office, including Word, Excel, Access, and PowerPoint.
• Strong data-entry skills and ability to operate standard office equipment.
• Excellent customer/member service skills.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced, high-volume environment.
• Ability to manage multiple tasks and competing priorities.
• Strong organizational skills and attention to detail.
• Ability to work independently with minimal supervision while also contributing effectively within a team.
• Ability to perform basic mathematical calculations and analyze data.
• Ability to work effectively under deadlines and high-volume pressure.
• Strong self-motivation and problem-solving skills.
• Ability to prioritize assignments and consistently meet deadlines.
• Ability to work varying schedules, including evenings and weekends as required.
• Ability to sit for extended periods.
• Ability to maintain satisfactory performance and attendance.
• Ability to successfully complete all applicable pre-employment and credit union compliance requirements.