Member Services Representative I

First Financial Federal Credit Union of Maryland•Sparks Glencoe, MD

About The Position

The Member Services Representative is responsible for providing an exceptional, member-centric experience to potential, new, and existing members with patience, empathy, and enthusiasm. The role provides a comprehensive experience addressing members’ financial needs through education, services, sales, account opening and maintenance, and transaction processing. Consultative conversations help strengthen relationships, establish trust, and identify appropriate financial solutions. This position supports the contact center’s daily operations across voice, text, chat, video, and other digital channels. The representative uses credit union systems, CRM tools, and available resources to assist members, protect their accounts, and address service needs. The job description covers MSR levels I, II, and III; advancement is based on demonstrated performance, manager recommendations, and/or completion of required training. The position is based at the Admin Center, with telework possible subject to the Telework Policy.

Requirements

At least one year of customer service or sales experience.
High school diploma or GED equivalent.
Maintain confidentiality and a professional, friendly demeanor.
Strong listening, written, and verbal communication skills.
Ability to build rapport with members across communication channels.
Detail-oriented and service-driven approach.
Ability to work independently and as part of a team.
Proficiency navigating credit union systems.
Ability to obtain and maintain job-related certification if the employee does not have a job-related advanced degree.
Meet or exceed continuing professional education (CPE) requirements.
Travel to support branch staffing across the network.

Nice To Haves

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

Responsibilities

Deliver a personalized, seamless member experience across multiple communication channels and address members’ financial needs.
Explain the features and benefits of credit union products and services using training and available resources.
Ask open-ended questions to understand members’ needs and life events, educate them about solutions, and make appropriate recommendations.
Develop knowledge and expertise to handle increasingly complex member requests.
Identify and assist with fraud, account takeover, and identity theft; make necessary account changes and escalate cases when needed.
Open accounts, complete member maintenance requests, process transactions accurately, and support operational tasks.
Use the CRM system and other tools to support relationship-building, member onboarding, and existing-member relationships.
Identify consumer lending opportunities and collaborate with the centralized lending team.
Follow relevant regulations, policies, and procedures; exercise sound judgment and maintain confidentiality.
Use knowledge of digital solutions and technology to help members and address concerns.
Support contact center operations and member service and product needs across voice, text, chat, video, and other digital channels.
Provide support to other credit union departments as needed and perform other related duties of similar scope and complexity.
Maintain awareness of requirements related to the Bank Secrecy Act, Fair Lending, and Information Security.