Member Account Representative - Eau Claire South

About the role

Royal Credit Union is seeking a Member Account Representative to engage Members, understand their financial goals, and recommend solutions that support their success while upholding Royal’s values and commitment to service excellence.

Responsibilities

• Provide exceptional service to Members by building rapport and engaging with them—confidently begin conversations, anticipate questions, actively share information in a way Members understand, and handle objections.
• Establish and maintain Member relationships, including business and consumer depository accounts and other related products and/or services.
• Meet Member needs by actively promoting and selling Royal's suite of financial products & digital services, including navigating digital usage.
• Support NPS (Net Promoter Score) initiatives in the office by providing exceptional service, guided by Royal's Core Values, creating loyal Members.
• Take initiative to learn and become knowledgeable in all of Royal’s products and services.

Requirements

• High School Diploma or equivalent.
• Previous customer service experience.
• Must be bondable upon hire.
• Strong interviewing, listening, and verbal/written communication skills with the ability to clearly explain financial products, anticipate Member needs, handle objections, and build trust-based relationships.
• Ability to identify opportunities to recommend appropriate financial solutions, evaluate Member needs using analytical and critical-thinking skills, and confidently propose products and services that align with financial goals.
• Demonstrated ability to process complex financial transactions, maintain accurate records, complete high-quality data entry, and ensure compliance with policies, procedures, and regulatory requirements.
• Ability to work productively in a fast-paced, interruption-heavy environment, manage competing priorities effectively, embrace change, and consistently meet performance goals.
• Proven ability to work collaboratively within a team environment, navigate digital banking tools and social media platforms, educate Members on technology usage, and support continuous improvement initiatives.

Preferred Qualifications

• Prior experience in sales.
• Prior experience working in a financial institution.

Benefits

• Comprehensive medical, dental, and vision insurance plans.
• 5% 401k employer match.
• Paid family and sick leave.
• Vacation and sick time accruals.
• Childcare reimbursement.
• Tuition and student loan debt assistance.
• Pet insurance.

Pay

$20.05 - $22.46 per hour (candidates with significant related experience may be higher).

Schedule

• Full-Time, working approximately 40 hours per week.
• Variable hours between 9:45am - 6:15pm Monday through Friday, including a Saturday rotation between 9:45am-2:15pm.
• Must be able to work fully onsite at the Eau Claire South Royal Credit Union branch location.

Training

• New Royal team members must attend Foundation Training at the Corporate Center in Eau Claire, WI from 9:00am - 4:30pm on Monday and Tuesday during their first week of employment. Out-of-town learners may be eligible for reimbursement of travel and lodging expenses, subject to Royal's travel and expense reimbursement guidelines.
• Foundation Training covers fundamental information about Royal’s culture and core values.
• After Foundation training, Member Account Representatives will participate in an additional 9 days of training split between Learning Center and Tactical Branch locations prior to serving Members independently at your ‘Home’ Branch.
• Learning Center: Held at one of three locations (Eau Claire, White Bear Lake, or Somerset), this classroom style training is conducted via Zoom by a live facilitator and covers the fundamental aspects of your role. Training will run from 9:00am – 4:30pm on these days.
• Tactical Branch: This hands-on training experience will provide the opportunity to work 1:1 with a dedicated OJT (on the job trainer) for six days to practice the things you learned at the Learning Center in a live branch environment prior to getting in front of Members.