Member Services Representative I

First Financial Federal Credit Union of Maryland•Glencoe, MD

9d•$22 - $26

About The Position

The Member Services Representative I provides an exceptional member-centric experience to prospective, new, and existing credit union members. The role handles member needs with patience, empathy, and enthusiasm, providing an all-in-one experience that includes financial education, services, sales, account opening and maintenance, and transaction processing. Through consultative conversations, the representative identifies member needs, recommends appropriate banking solutions, strengthens relationships, and builds trust as a financial expert. The position supports the Member Experience Contact Center across digital channels, including voice, text, chat, and video, and may provide support to other credit union departments or branch staffing across the network. The representative uses credit union systems, CRM tools, and digital technology while following applicable regulations, policies, procedures, and confidentiality requirements. Promotions to higher representative levels are based on demonstrated performance, manager recommendations, and/or completion of required training.

Requirements

At least one year of customer service or sales experience.
High school diploma or GED equivalent.
Strong listening, written, and verbal communication skills.
Ability to maintain a professional, friendly demeanor and quickly build rapport across communication channels.
Strong attention to detail and a service-driven approach.
Ability to work independently and as part of a team.
Proficiency navigating new and existing credit union systems.
Ability to obtain and maintain job-related certification if no job-related advanced degree is held.
Meet or exceed continuing professional education (CPE) requirements.
Ability to maintain confidentiality.

Nice To Haves

Contact center experience.
Proficiency in reading, writing, and speaking Spanish.
Relevant industry experience, which may qualify candidates for hiring at an advanced level.

Responsibilities

Deliver personalized, seamless service across channels and address members’ financial needs.
Communicate product and service features and benefits using available training and resources.
Seek opportunities to increase responsibility and develop expertise for handling more complex member requests.
Use consultative conversations and open-ended questions to identify member needs and life events, educate members, and recommend suitable products and services.
Identify and assist members with fraud, account takeover, or identity theft; make appropriate account changes and escalate cases when necessary.
Open accounts, complete member maintenance requests, process transactions accurately, and support operational tasks.
Use the CRM system and other tools to support relationship-building conversations and consistent member onboarding and relationship expansion.
Identify consumer lending opportunities and collaborate with the centralized lending team.
Follow relevant regulations, policies, and procedures, exercise sound judgment within established guidelines, mitigate risk, and maintain confidentiality.
Use digital solutions and technology to assist members and address concerns.
Support contact center operations and member service and product needs through voice, text, chat, video, and other digital channels.
Provide support to other credit union departments as needed.
Travel to support branch staffing across the network.
Perform other related duties of similar scope and complexity as needed.
Maintain knowledge of and adhere to applicable regulations and organizational policies, including Bank Secrecy Act, Fair Lending, and Information Security requirements.