Member Service Representative I

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley of southern Oregon, serving members in select counties across Oregon, California, and Idaho. We aim to make a positive impact in our communities by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships, creating the most loyal members in the nation.

About the role

As a Member Relations team member, you will provide exceptional experiences by identifying each member's unique financial needs and recommending appropriate products and services. Using sales skills, you will proactively engage members to build participation and cross-sell products based on their needs, delivering member-focused solutions that align with Rogue's Vision, Mission, and Values.

Responsibilities

• Build relationships with members using strong service and sales skills to identify needs and recommend solutions that support their financial well-being (20%).
• Assist members with membership, accounts, and basic lending needs, including opening memberships, consumer loans, specialty accounts, IRA accounts, business accounts and loans, and performing account maintenance (20%).
• Review and analyze members' financial situations, providing education and solutions tailored to their needs. Understand credit scores and reporting to identify sales opportunities and promote member participation (20%).
• Open new accounts and loans accurately and efficiently, ensuring compliance with Rogue’s guidelines and confidentiality standards (20%).
• Respond to member requests, questions, and concerns with timely follow-through. Obtain a notary license and maintain knowledge of notary guidelines and compliance procedures (10%).
• Maintain accuracy in all tasks and complete documents according to processes and procedures while ensuring confidentiality (5%).
• Assist other departments as needed and proactively perform additional duties as assigned (5%).

Requirements

• Three to five years of similar or related experience.
• A high school education or GED.
• Licensed through NMLS with annual required training.
• Excellent active listening, verbal, and written communication skills.
• Strong organizational, time management, and multitasking abilities.
• Project management and critical thinking skills.
• Detail-oriented with strong computer and keyboarding skills.
• Ability to research and apply solutions-based approaches.

Skills

• A significant level of trust, diplomacy, and tact, especially in personal or sensitive interactions.
• Experience motivating, influencing, or training others.
• Ability to foster relationships with external entities and sell ideas or services.

Physical Requirements

• Ability to adjust or move objects up to 30 pounds in all directions.
• Capable of remaining stationary for prolonged periods, either standing or sitting.
• Repetitive motions involving wrists, hands, and fingers while using a computer.
• Ability to communicate and exchange information effectively.
• Normal hearing ability to perceive sounds at speaking levels without correction.
• Close and continuous visual acuity for tasks such as data analysis, transcription, computer work, and reading.

Schedule

• Normal workday with occasional overtime.
• Required to work Saturdays and a rotating flexible schedule.

Rogue Credit Union is a drug-free workplace and requires a drug screening test within 48 hours of an employment offer.