Member Solutions Representative - Ahwatukee

What You Will Do Here

• Member Engagement & Consultative Engagement:
  • Deliver exceptional onboarding and relationship-building experiences by conducting comprehensive financial conversations, assisting with account setup, and identifying opportunities to strengthen member financial wellbeing.
  • Leverage a consultative sales approach, using data, referrals, and outbound calling to recommend relevant products and services that drive member engagement and meet member financial wellbeing needs.
  • Promote member engagement and self-service tool adoption by educating members on digital tools such as online banking and mobile apps; provide proactive outreach and follow-up to enhance member convenience and satisfaction.
• Advanced Member Services:
  • Provide accurate, compliant, and advanced service by executing a wide range of member transactions and account servicing with precision and care.
  • Handle more advanced transactions and complex requests such as wires, debit card issues, savings bonds, and specialty accounts (POA, FBO, Trust/Estate, and Deceased accounts) while upholding operational standards and compliance.
• Escalations:
  • Resolve complex member issues by demonstrating sound judgment, ownership, and professionalism.
  • Serve as a primary point of resolution within scope, ensuring timely follow-up, documentation, and member satisfaction.
• Business Services:
  • Support business and lending relationships through accurate account opening, maintenance, and loan application assistance.
  • Partner with internal specialists to ensure seamless servicing and promote long-term relationship growth.

What You Will Need

• A High School Diploma or GED.
• 1+ years of experience in Sales and Service.
• Previous Cash Handling Experience Preferred.
• Previous financial institution experience preferred.
• Strong attention to detail and accuracy.
• Demonstrates precision in executing complex transactions and account servicing; maintains accuracy across multiple systems and ensures all documentation meets compliance and audit standards required.
• Manages emotionally sensitive situations—such as escalations, declines, and deceased member accounts—with empathy, professionalism, and composure to build trust and resolve concerns required.
• Exercises sound judgment when processing transactions within scope, addressing fraud or risk concerns, and resolving escalated issues.
• Takes accountability by researching root causes, applying policy knowledge, and ensuring timely, accurate resolution required.
• Uses active listening and investigative questioning to uncover member needs; communicates with clarity and confidence to provide appropriate guidance during onboarding, lending, and business conversations required.
• Change agile with ability to effectively adapt to changing priorities, procedures, and digital tools; remains flexible and solutions-oriented in a fast-paced, dynamic environment required.
• Buils strong partnerships and supports team success through communication, cooperation, and shared accountability required.
• Demonstrates comfort with technology and a strong growth mindset; embraces ongoing feedback and professional growth opportunities required.
• Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS).
• We are proud to be an EEO/AA employer M/F/D/V.
• We maintain a drug-free workplace and perform pre-employment substance abuse testing.