Member Solutions Representative - Tempe

Desert Financial Credit Union • Tempe, AZ

7d

About The Position

Member Solutions Representatives contribute to the success of the credit union and its members by providing advanced service and support across a broad range of financial needs. They deliver accurate, compliant, personalized assistance while resolving complex transactions and member requests with increasing independence. MSRs build relationships through consultative conversations that support members’ financial wellbeing, new member onboarding, lending, and business account services.

The role requires expertise in account servicing, specialty accounts, and digital banking tools to provide a seamless experience across channels. As trusted branch professionals, MSRs exercise sound judgment, take ownership of escalations, and maintain professionalism and accuracy. They support branch performance by maintaining proficiency in core frontline responsibilities, participating in ongoing training and feedback, and pursuing opportunities to earn a Branch Operations designation.

Requirements

• High school diploma or GED.
• At least 1 year of experience in sales and service.
• Strong attention to detail and accuracy when performing complex transactions and account servicing across multiple systems, with documentation that meets compliance and audit standards.
• Ability to handle emotionally sensitive situations, including escalations, declines, and deceased member accounts, with empathy, professionalism, and composure.
• Sound judgment when processing transactions within scope, addressing fraud or risk concerns, and resolving escalated issues; accountability for researching causes and applying policy knowledge to reach timely, accurate resolutions.
• Active listening and investigative questioning skills, with the ability to communicate clearly and confidently during onboarding, lending, and business conversations.
• Ability to adapt to changing priorities, procedures, and digital tools in a fast-paced environment.
• Ability to build partnerships and support team success through communication, cooperation, and shared accountability.
• Comfort with technology and a growth mindset, including openness to feedback and professional development.
• Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS).
• State certification and registration as a Notary Public; must serve as a Notary Public.

Nice To Haves

• Previous cash handling experience.
• Previous financial institution experience.

Responsibilities

• Conduct financial conversations, assist with account setup, and identify opportunities to strengthen members’ financial wellbeing.
• Use a consultative sales approach, data, referrals, and outbound calling to recommend relevant products and services.
• Educate members on digital tools, including online banking and mobile apps, and provide proactive outreach and follow-up.
• Execute a broad range of member transactions and account servicing accurately and in compliance with operational standards.
• Handle advanced transactions and complex requests, including wires, debit card issues, savings bonds, and specialty accounts such as POA, FBO, Trust/Estate, and deceased accounts.
• Resolve complex member issues within scope, taking ownership and ensuring timely follow-up, documentation, and member satisfaction.
• Support business and lending relationships through account opening, maintenance, and loan application assistance.
• Partner with internal specialists to provide seamless service and support long-term relationship growth.
• Maintain proficiency in core frontline responsibilities to support branch performance.
• Participate in ongoing training, coaching, and feedback sessions.
• Pursue opportunities to obtain a Branch Operations (BR Ops) designation.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED