Senior Member Solutions Representative - Gilbert Baseline

What You Will Do Here

• Member Engagement & Consultative Engagement: Deliver expert-level member service and relationship-building experiences by conducting comprehensive financial conversations, assisting with account setup, and identifying opportunities to strengthen member financial wellbeing.
• Provide advanced onboarding and consultative financial support using a consultative sales approach, leveraging 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 complex member transactions and account servicing with precision and care.
• Handles more advanced, sensitive and high-impact transactions and 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.
• Serve as a senior escalation resource by resolving escalated, high-risk and 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.
• Operational Excellence & Support: Provide operational and escalation backup and continuity by supporting branch leadership in the absence of a leader.
• Includes, but not limited to, opening and closing the branch, performing transactional overrides within scope, de-escalating member complaints, assisting with vault responsibilities as assigned, and maintaining engagement of the team in the absence of a leader.
• Model service excellence, exercise sound judgment, and reinforce a strong team mindset to maintain effective branch operations.
• Maintain advanced proficiency in core branch responsibilities while supporting the team by providing guidance and support on complex member situations, knowledge sharing and reinforcement of best practices.
• 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 required.
• 1+ years of experience in Sales and Service required.
• 1+ years of cash handling experience required.
• 1+ years of previous financial institution experience required.
• Demonstrates expert-level attention to detail and accuracy.
• Maintains composure and professionalism in high-stakes or emotionally sensitive situations; de-escalates complex member concerns and builds trust through empathy, clarity, and confidence required.
• Exercises expert judgment when resolving escalated issues, addressing fraud or risk concerns, and interpreting policy.
• Takes full accountability for outcomes by applying policy knowledge, researching root causes, and ensuring timely, accurate resolution that protects both members and the credit union required.
• Leads consultative conversations by using advanced active listening and investigative questioning to uncover member needs and provide appropriate guidance to support onboarding, lending, and business relationships 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.
• Supports team success through communication, cooperation, and shared accountability; sharing expertise, and reinforcing best practices that contribute to a collaborative, high-performing team environment without formal supervisory authority required.
• Demonstrates a strong growth mindset, personal drive and advanced digital fluency by proactively seeking feedback and professional development opportunities; applies learnings to enhance performance and effectiveness required.
• Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS) required.
• 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.