Member Account Representative - HO (40 hours)

Team Members are at the core of who we are; living our core values of making a difference, doing the right thing, making it easy, being caring, being friendly, nice, and respectful, and taking ownership. Royal Credit Union is looking for caring, energetic team members who want to create a positive impact in the lives of our Members.

About the role

As a Member Account Representative, you’ll connect with Members, uncover their financial needs, and deliver personalized solutions that make a real difference—one conversation at a time.

Why Royal?

• Member and Community Focused: We are dedicated to making a positive impact on our Members and the communities we serve, going beyond financial services to enrich lives and foster growth.
• Supportive Environment: Join a collaborative, values-driven workplace that is always evolving. We support each other and work together to achieve our goals.
• Professional Growth: We offer numerous opportunities for training and advancement, helping you continuously develop and advance your skills.
• Empowerment: We empower our team members to make decisions and drive initiatives that help our Members achieve their financial goals. Your ideas and contributions are valued and encouraged.
• Community Involvement: Engage with your local community through various initiatives and events, making a tangible difference where you live and work.

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.
• Process complex financial transactions, maintain accurate records, complete high-quality data entry, and ensure compliance with policies, procedures, and regulatory requirements.
• Work productively in a fast-paced, interruption-heavy environment, manage competing priorities effectively, embrace change, and consistently meet performance goals.
• Work collaboratively within a team environment, navigate digital banking tools and social media platforms, educate Members on technology usage, and support continuous improvement initiatives.

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.

Preferred Qualifications

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

Pay

$23.00 - $25.50 per hour (candidates with significant related experience may be higher)

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
• And much more!

Schedule

Full-Time, working approximately 40 hours per week. The hours will vary between 7:45 am - 5:45 pm Monday through Friday, and every other Saturday from 8:45 am – 12:15 pm. Must be able to work fully onsite at the Hugo Royal Credit Union branch location.

Training

• Foundation Training: Prior to starting a normal work schedule, new Royal team members must attend Foundation Training at our Corporate Center in Eau Claire, WI from 9:00 am - 4:30 pm 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.
• Learning Center: After Foundation training, Member Account Representatives will participate in an additional 9 days of training split between Learning Center and Tactical Branch locations. Learning Center training is held at one of three locations (Eau Claire, White Bear Lake, or Somerset), conducted via Zoom by a live facilitator, and covers the fundamental aspects of your role. Training runs from 9:00 am – 4:30 pm on these days.
• Tactical Branch: This hands-on training provides the opportunity to work 1:1 with a dedicated OJT (on-the-job trainer) for six days to practice what you learned at the Learning Center in a live branch environment prior to serving Members independently.