Member Service Representative

About the Role

Royal Credit Union is looking for caring, energetic team members who want to create a positive impact in the lives of our Members. As a Member Service Representative, you’ll provide exceptional service via phone and written communication, assist with online banking and card support, and help resolve inquiries with efficiency and care.

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 excellent quality service to current and potential Members, team members, and businesses via telephone and written communication using multiple systems and programs.
• Assist Members with first-level technical support for credit union online banking, telephone banking, debit/credit cards, and all deposit-related functions.
• Answer questions, use logical reasoning to research and solve problems, and perform transactions.
• Support Net Promoter Score (NPS) initiatives by providing exceptional service to create loyal Members.

Requirements

• High school diploma or equivalent.
• One year of experience demonstrating critical thinking and problem-solving skills.
• Ability to de-escalate and resolve Member concerns with professionalism and empathy.
• Strong multitasking and communication skills to manage multiple systems and Member interactions simultaneously.
• Proficiency in navigating financial systems and digital tools to support Member needs efficiently.

Qualifications (Preferred)

• Associate’s degree in a business-related field or equivalent experience.
• Experience working with multiple software systems simultaneously.
• Previous experience in a financial institution.
• Background in customer service with a focus on delivering exceptional support.

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!

Pay

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

Schedule

• Working approximately 40 hours per week.
• Hours and shifts vary between 8:30 AM - 7:00 PM Monday through Friday, along with two required Saturday shifts per month from 8:30 AM - 2:00 PM.
• Team members must be available to be scheduled during any of these dates/times.

Training

• New 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 will be reimbursed for travel and lodging costs.
• Foundation Training covers fundamental information about Royal’s culture and core values.
• Onsite training is required at the Corporate Center in Eau Claire, WI until proficient in the position, typically the first 6-9 months.
• After the full training period, this position has the ability to be partially remote up to 4-5 days a week. When not working remotely, the office location is flexible at either the Corporate Center in Eau Claire, WI or at our Business Center in Chippewa Falls, WI based on office availability and candidate preference.
• We reserve the right to extend the training time in office as necessary.