Member Service Representative - Castle Rock, CO
About The Position
The Member Service Representative is a highly visible, member-facing role focused on building lasting member relationships through personalized financial solutions, trusted guidance, and excellent service. The representative helps members make the most of their membership by understanding their needs and recommending relevant products and services while contributing to individual and team sales goals. Responsibilities include processing monetary transactions accurately, opening and maintaining accounts, educating members about products and services, and identifying opportunities related to deposits, lending, cards, investments, and business banking. The role requires maintaining operational excellence and complying with organizational policies, procedures, security standards, and financial regulations, including Bank Secrecy Act (BSA) and Consumer Financial Protection Bureau (CFPB) requirements. The position requires two weeks of mandatory paid training at Wings headquarters in Colorado Springs, Colorado, or the Northern Operations Center in Westminster, Colorado. The service center assignment is determined upon hire and will vary within the Castle Rock area.
Requirements
- High school diploma, GED, or equivalent.
- At least 6 months of customer service experience in financial services or retail delivery.
- Enthusiastic attitude toward helping the community.
- Strong member-service focus and ability to offer appropriate cross-sell and upsell opportunities.
- Strong attention to detail and transaction accuracy.
- Professional and courteous communication skills.
- Proficiency in basic math, including addition, subtraction, multiplication, and division.
- Ability to handle physical money accurately while working directly with members.
- Exposure to Microsoft Outlook and web-based transactional systems.
- Ability to complete two weeks of mandatory paid training at the specified Colorado Springs or Westminster location.
Nice To Haves
- At least 6 months of sales experience.
- Ability to use a 10-key keypad by touch.
Responsibilities
- Deliver professional, accurate, relationship-focused in-person member service, including monetary transactions, account opening, and account maintenance.
- Build member relationships by identifying financial needs and recommending appropriate products and services.
- Meet monthly sales and performance goals through needs-based conversations and knowledge of deposits, loans, credit and debit cards, investments, and business banking services.
- Promote member retention and acquisition by providing trusted guidance, resolving concerns, and offering personalized financial solutions.
- Maintain knowledge of products, services, policies, and procedures and participate in ongoing training and professional development.
- Comply with regulatory requirements, operational procedures, and security standards, including BSA and CFPB regulations.
- Accurately balance and process transactions with attention to quality, detail, and risk management.
- Contribute to a collaborative team culture focused on service excellence, continuous learning, and community involvement.
Benefits
- Generous 401(k) match
- 401(k) discretionary profit sharing
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term and long-term disability
- Health Savings Account with company contribution
- Employee Assistance Program
- Paid vacation, sick leave, floating holidays, and volunteer time off
- Paid holidays
- Tuition reimbursement
- Paid parental leave
- Monthly incentives
- 3% annual target bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
