Member Service Representative/Senior Member Service Representative

TAPCO Credit Union•University Place, WA

23h•$20 - $27•Onsite

About The Position

Join a Legacy of People Helping People Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities. At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive. When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities. Position Purpose At TAPCO, our Member Service Representatives (MSRs) and Senior Member Service Representatives (Sr. MSRs) are at the heart of the member experience. These roles go beyond basic transactions—team members in these positions build meaningful connections, support financial wellness, and create welcoming environments for every member who walks through our doors. While MSRs focus on delivering exceptional service and accurate transaction processing, Sr. MSRs take on additional responsibilities, including opening complex accounts, processing loan applications, and mentoring team members. The starting position and rate of pay are based on the candidates’ experience, qualifications and education.

Requirements

1 year of cash handling experience
1 year of customer service experience
Strong communication and interpersonal skills.
Ability to navigate systems, policies, and procedures with accuracy.
Demonstrated initiative in supporting members and team success.
Reliable transportation to assigned work locations.
1-3 years’ experience working in a financial institution
New account and lending experience

Nice To Haves

Previous experience in financial services preferred.
Notary preferred

Responsibilities

Create a welcoming and professional experience by greeting members warmly and assisting with all transaction needs in an accurate and efficient manner.
Build and retain member relationships in person and through outbound calling by providing expert knowledge of credit union products and services through the execution of member engagement strategies and referrals to other business lines.
Engage in meaningful conversations to identify opportunities to refer members to additional product solutions.
Balance personal cash drawer daily and investigate and resolve discrepancies as needed.
Support branch operations by performing drive-up functions, night drop processing, and holding opening/closing responsibilities as assigned.
Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions.
Collaborate effectively with team members, and across all organizational levels, contributing to a supportive and positive workplace culture.
Foster meaningful relationships by actively engaging in branch promotions and community events, as assigned.
Maintains up to date knowledge of and adheres to the requirements of all related policies, procedures, rules and regulations required for this position.
Assumes responsibility for other duties as required or assigned.
Open and service complex accounts, including new consumer accounts, business accounts, certificates of deposit, IRAs, and safe deposit boxes.
Receive and process consumer loan applications, including: Meeting with applicants to provide guidance, explain loan terms, and ensure application completeness Understanding and cross-selling products like GAP, warranty options, and payment protection plans
Serve as a knowledgeable resource within the branch and assist with escalated or complex member concerns.
Provide ongoing informal mentorship and support to MSR team members.
Demonstrate a consistent leadership presence, reliability, and strong alignment with TAPCO’s values and member experience expectations.

Benefits

100% Employer-paid medical, vision, prescription, and dental insurance option for all employees.
50% Employer-paid spouse coverage.
65% Employer-paid dependent children coverage
Flexible Spending Account (FSA)
Dependent Care FSA
Health Savings Account (HSA)
401(k) Plan with up to 7% match
100% Employer-Paid Life Insurance/AD&D package
Paid Vacation and Sick Time
11 Paid Holidays + 1 Floating Holiday
Optional Short- and Long-Term Disability
Employee Assistance Program
40 paid volunteer hours
Shared Bonus Plan (when company goals are achieved)