Member Solutions Representative - San Tan Village Branch

Exciting • Gilbert, AZ

13h • Onsite

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. Through consultative conversations, they build lasting relationships, strengthen member financial wellbeing, guide new member onboarding, and support lending and business account services. They apply 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 supports member engagement and onboarding, advanced account servicing, complex issue resolution, business and lending services, and branch operational excellence. Representatives participate in ongoing training, coaching, and feedback, and may pursue a Branch Operations (BR Ops) 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 and maintaining compliant, audit-ready documentation.
• Ability to handle emotionally sensitive situations, including escalations, declines, and deceased member accounts, with empathy, professionalism, and composure.
• Sound judgment in 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 willingness to receive feedback and pursue professional growth.
• Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS).
• State certification and registration to 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 members’ financial wellbeing.
• Use a consultative sales approach, data, referrals, and outbound calling to recommend relevant products and services.
• Educate members about digital tools, including online banking and mobile apps, and 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, account maintenance, and loan application assistance.
• Partner with internal specialists to provide seamless service and support long-term relationship growth.
• Maintain proficiency in core front-line responsibilities and support branch performance.
• 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: Entry Level
• Education Level: High school or GED