Member Solutions Representative - Prescott Valley Fry's

Exciting • Prescott Valley, AZ

1d

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 lasting relationships through consultative conversations that support members’ financial wellbeing, new-member onboarding, lending, and business account services. They demonstrate expertise in account servicing, specialty accounts, and digital banking tools, and take ownership of escalations while maintaining professionalism and accuracy.

The role supports member engagement, advanced financial services, complex issue resolution, business and lending relationships, and branch operations. It also involves ongoing training, coaching, and feedback, with opportunities to pursue a Branch Operations (BR Ops) designation. Other duties may be assigned.

Requirements

• High School Diploma or GED required.
• At least 1 year of experience in Sales and Service required.
• Strong attention to detail and accuracy, including precision with complex transactions, multiple systems, and compliant documentation.
• Ability to handle emotionally sensitive situations with empathy, professionalism, and composure.
• Sound judgment when processing transactions within scope, addressing fraud or risk concerns, and resolving escalated issues.
• Accountability in researching root causes, applying policy knowledge, and ensuring timely, accurate resolution.
• Active listening, investigative questioning, and clear, confident communication to guide members during onboarding, lending, and business conversations.
• Ability to adapt to changing priorities, procedures, and digital tools in a fast-paced environment.
• Ability to build strong 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 to serve as a Notary Public required.

Nice To Haves

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

Responsibilities

• Conduct comprehensive financial conversations, assist with account setup, and identify ways 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 such as online banking and mobile apps, and provide proactive outreach and follow-up.
• Execute a wide range of member transactions and account servicing accurately and in compliance with operational standards.
• Handle advanced transactions and 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, using sound judgment and ownership, and ensure 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 support seamless servicing and long-term relationship growth.
• Maintain proficiency in core front-line responsibilities and participate in ongoing training, coaching, and feedback sessions.
• Explore opportunities to pursue 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