Member Account Representative - OS (40 hours)

About the role

Royal Credit Union is hiring a Member Account Representative who is passionate about service and relationship-building. You’ll help Members with their financial needs, provide product demonstrations, and resolve inquiries efficiently and warmly.

Responsibilities

• Promptly welcome Members and others to the office.
• Accurately process Member transactions as requested.
• Open new accounts, unsecured loans, credit cards, and kwik cash loans.
• Work at other office locations as required.
• Build relationships by meeting Member needs with Royal’s products and services.
• Provide electronic service demonstrations and resolve Member inquiries in an efficient, accurate, and friendly manner.
• Support NPS (Net Promoter Score) initiatives by providing exceptional service guided by Royal’s Core Values.

Requirements

• High School Diploma or Equivalent.
• Working knowledge of financial services and ability to identify solutions to meet financial needs for both existing and prospective Members.
• Strong sense of customer service, strong written and verbal communication skills, and strong interviewing and listening skills.
• Ability to explain and present to Members.
• Good organizational skills, excellent time management, strong listening skills, and the ability to produce accurate and high-quality materials, data entry, and transactions.
• Readily learns new technologies, uses Royal’s digital solutions on different technology devices (e.g., tablets, smartphones, PCs, etc.), and a basic understanding of all Microsoft Office products.
• Ability to work productively in a team environment with high levels of interruption, perform routine and repetitive tasks, and pay meticulous attention to detail.

Qualifications

• Previous customer service and cash handling experience.
• Previous experience working in a financial institution.

Why Royal?

• Member and Community Focused: Dedicated to making a positive impact on Members and the communities served, enriching lives and fostering growth.
• Supportive Environment: Collaborative, values-driven workplace that supports each other and works together to achieve goals.
• Professional Growth: Numerous opportunities for training and advancement to continuously develop and advance skills.
• Empowerment: Empowered to make decisions and drive initiatives that help Members achieve their financial goals; ideas and contributions are valued and encouraged.
• Community Involvement: Engage with the local community through various initiatives and events, making a tangible difference where you live and work.

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

$23.00 – $25.50 per hour; candidates with significant related experience may be higher.

Schedule

• Full-Time, approximately 40 hours per week.
• Hours vary between 8:45 am – 5:15 pm, Monday through Friday, including every other Saturday from 8:45 am – 12:15 pm.
• Must be able to work fully onsite at the Osceola Royal Credit Union branch locations.

Training

• Foundation Training at Corporate Center in Eau Claire, WI: 9:00 am – 4:30 pm on Monday and Tuesday during the first week of employment. Out-of-town learners may be eligible for reimbursement of travel and lodging expenses per Royal’s travel and expense reimbursement guidelines.
• 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: Classroom-style training via Zoom with a live facilitator and in-person content matter expert; 9:00 am – 4:30 pm.
• Tactical Branch: Hands-on training with a dedicated OJT (on the job trainer) for six days to practice role-specific tasks in a live branch environment.