Member Service Consultant

About the role

The Member Service Consultant (MSC) at MAX Credit Union is a key representative of our values and service culture. You will engage with members to understand their needs, offer tailored solutions, and foster long-term relationships.

Responsibilities

• Proactively engages with members to identify needs and offer tailored solutions that align with their financial goals.
• Opens new accounts while clearly explaining available products, services, and required disclosures.
• Educates members on self-service options including Online Banking, Mobile Banking, and Debit/ATM card access.
• Fosters long-term member relationships by promoting trust, credibility, and satisfaction with each interaction.
• Accurately assists members in completing necessary documentation for services such as direct deposit, stop payment orders, payroll deductions, and fraud claims.
• Handles member inquiries and requests via mail, phone, or in person, ensuring all responses are compliant with policies and delivered in a timely, empathetic manner.
• Escalates complex member issues appropriately while ensuring a seamless handoff and follow-up.
• Maintains a comprehensive understanding of Credit Union products, services, promotions, and policies.
• Effectively cross-offers appropriate solutions and educates members on financial tools that enhance their banking experience.
• Tracks member engagement and opportunities through CRM tools or assigned systems.
• Assists with branch responsibilities including receptionist and front-line representative coverage on a rotating basis to maintain operational proficiency.
• Supports operational efficiency by adhering to established policies, procedures, and security protocols.
• Maintains accurate records and completes administrative tasks related to member servicing.
• Collaborates effectively with team members, supporting a positive, inclusive, and solutions-oriented work environment.
• Contributes to team success through participation in meetings, sharing feedback, and supporting process improvements.
• Maintains a member-first mindset and upholds core values.

Qualifications

• High school diploma or equivalent.
• Experience in a customer-facing role preferred.
• Strong communication and interpersonal skills.
• Ability to handle multiple tasks and prioritize effectively.
• Attention to detail and accuracy in record-keeping.
• Basic computer literacy, including Microsoft Office applications.

Benefits

• Comprehensive health and dental coverage.
• 200% employer 401(k) match!
• Access to pharmacy and wellness programs.
• Supportive work environment with recognition for outstanding service.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible hours to accommodate member needs.