Member Solutions Representative - Prescott Valley Fry's

Desert Financial Credit Union • Prescott Valley, AZ

9d

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, and personalized assistance while resolving complex transactions and member requests with increasing independence. Through consultative conversations, they build lasting relationships, support member financial wellbeing, guide new member onboarding, and assist with lending and business account services. They bring expertise in account servicing, specialty accounts, and digital banking tools to provide a seamless member experience across channels. As trusted branch professionals, they exercise sound judgment, take ownership of escalations, and maintain high standards of professionalism and accuracy.

The role includes member onboarding and relationship building, consultative product and service recommendations, digital banking education, and proactive outreach. It also handles advanced transactions and account servicing, including wires, debit card issues, savings bonds, and specialty accounts such as POA, FBO, Trust/Estate, and Deceased accounts. The representative resolves complex issues within scope, documents actions and follows up, supports business and lending relationships, and partners with internal specialists. Ongoing training and development are expected, including opportunities to pursue a Branch Operations designation. Other duties may be assigned.

Requirements

• High school diploma or GED.
• At least 1 year of experience in sales and service.
• Strong attention to detail and accuracy when executing complex transactions and account servicing across multiple systems, with documentation meeting compliance and audit standards.
• Ability to manage 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; ability to research root causes, apply policy knowledge, and resolve matters accurately and promptly.
• Active listening, investigative questioning, and clear, confident communication to identify member needs and provide guidance 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 willingness to embrace feedback and professional growth.
• Ability to be registered through the Nationwide Mortgage Licensing 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 comprehensive financial conversations, assist with account setup, and identify opportunities to strengthen member financial wellbeing.
• Use a consultative sales approach, data, referrals, and outbound calling to recommend relevant products and services.
• Educate members about online banking, mobile apps, and other digital self-service tools; conduct 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 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 support seamless servicing and long-term relationship growth.
• Maintain proficiency in core front-line responsibilities and support branch performance.
• Participate in ongoing training, coaching, and feedback sessions.
• Pursue opportunities to obtain the Branch Operations (BR Ops) designation.

What This Job Offers

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