Senior Member Services Representative

About Our Client

This organization operates as a member-focused cooperative serving members across all 50 states. It addresses the challenge of providing competitive financial products by returning profits to member-owners through high yields on checking accounts, deposit products, and competitive loan rates. The organization supports a remote-first work environment, primarily with employees in the upper Midwest.

About the Opportunity

The Senior Member Services Representative plays a crucial role as the first point of contact for members, delivering high-quality service and financial guidance. This position supports members in achieving their financial goals, contributes to maintaining compliance, and helps strengthen member relationships through effective product promotion and problem resolution.

Responsibilities

• Build and maintain professional relationships with members and colleagues.
• Provide service and informed recommendations to members at various contact points.
• Assist members accurately with financial transactions, ensuring confidentiality.
• Educate members about financial opportunities and promote financial products.
• Develop knowledge of deposit and loan products, opening accounts and loans accurately.
• Resolve complex member inquiries about services and accounts.
• Assist with compliance duties, including audits.
• Mentor, onboard, and train new Member Services Representatives.
• Complete member transactions efficiently and according to guidelines.
• Operate and balance cash drawer daily with minimal errors.
• Monitor and respond to chat queues to ensure seamless member experience.
• Protect member and organizational assets by mitigating risks and preventing fraud.
• Achieve individual and branch performance goals.
• Perform other duties and support branch projects as assigned.

Requirements

• Basic math skills and cash handling experience required.
• Preferably 2+ years in sales, retail, or customer service with goal achievement.
• Prior experience in credit unions or banks as member service representative or teller beneficial but not required.
• Ability to follow established routines under supervision.
• Strong verbal communication and a positive, energetic attitude.
• Ability to remain calm under pressure and handle confidential information.
• Team player comfortable in a fast-paced, flexible environment.
• Ability to travel to other branches as needed.

Pay

Starting wage of $19.00/hr. and higher based on prior experience.

Benefits

• 20 days paid time off and 10 paid holidays.
• 16 hours paid Volunteer Time Off.
• 401(k) retirement plan with up to 6% employer match.
• Health, Dental, Vision insurance with multiple plan options.
• Health Savings Account with employer contributions.
• Employer-paid Life insurance, Short-Term and Long-Term Disability.
• Tuition reimbursement between $4,000 and $7,000 per calendar year.
• Annual professional development stipend and robust learning programs.