NEW YORK– Municipal Credit Union is reporting it has promoted all 60 of its teller positions to member service representative (MSR) roles and provided an 8% pay to the new MSRs as part of a broader strategy to strengthen member service and career development.
According to the $4.9-billion Municipal CU, the move eliminates the teller position entirely, and elevates branch staff into more consultative roles that handle the full range of member needs — from account servicing to new account openings and loan applications. All promoted employees are union members, and unionized employees collectively represent 55% of MCU’s total workforce, the credit union said.
“We’re investing in our people because they’re the foundation of everything we do,” COO Toni-Ann Sforza said in a statement. “This change gives our branch teams the training and authority to better serve our members while creating clearer career pathways for employees who want to grow with us.”
Growing Workforce
In its statement, MCU said the transition comes as many New York City financial institutions have announced job cuts. MCU said it added 221 positions in 2025 and plans to grow its workforce from 677 to 841 employees, an increase of 164 positions.
“The MSR role reflects changing member expectations and MCU’s shift toward relationship-based service,” the credit union said. “Rather than handing members off between staff for different transactions, MSRs can handle requests from start to finish, reducing wait times and improving service consistency across MCU’s branch network.”
More Than 18,000 Training Hours
According to MCU, its employees completed more than 18,000 training hours in 2025, and the credit union invested $102,000 on professional development programs.
“Our members deserve knowledgeable staff who can help them navigate their financial lives,” Sforza added in a statement “By giving our branch employees more tools and training, we’re creating better experiences on both sides of the counter.”
MCU has more than 630,000 members.
