The ever-changing role of a member service representative

The digital banking revolution has begun, and Member Service Representatives may feel like a casualty of war. It’s tempting to think that there’s no longer a need for Member Service Representatives. After all, questions can be answered easily online or using a chat window, transactions performed with just a few clicks, and information about products is readily available. But consider this: Who is responding to your member in that chat window? Who will assist your member when a transaction goes awry (heaven forbid fraud!), or if they have specific questions about which loan product might be best for them? Answer: A much needed Member Services Representative.

According to the Bureau of Labor and Statistics, jobs in the field of customer service, including MSRs, will grow by 10% by 2024. That growth is faster than the average for all occupations, putting an additional 252,900 jobs on the market. So the need for quality Member Services Representatives is still very much there.

However, the role has expanded considerably from what it once was. Let’s take a look at the responsibilities of an MSR and their evolving descriptions:


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