Member Solutions Representative - San Tan Village Branch

Desert Financial Credit Union • Gilbert, AZ

7h • 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. MSRs build lasting relationships through consultative conversations that support member financial wellbeing, new-member onboarding, lending, and business account services. They use 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 professionalism and accuracy.

The role involves onboarding and relationship-building, recommending relevant products and services, educating members about digital banking, and providing proactive outreach. MSRs handle advanced transactions and specialty accounts, resolve complex issues, assist with business account opening and loan applications, and partner with internal specialists. They maintain proficiency in core branch responsibilities, participate in training and coaching, and may pursue 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, including precision with complex transactions, multiple systems, documentation, 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 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 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 Licensing System and Registry (NMLS).
• State certification as a Notary Public and ability 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 consultative sales, data, referrals, and outbound calling to recommend relevant products and services.
• Educate members about online banking, mobile apps, and other digital self-service tools; 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 complex requests, including wires, debit card issues, savings bonds, and specialty accounts such as POA, FBO, Trust/Estate, and deceased-member accounts.
• Resolve complex member issues within scope, exercise 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 provide seamless servicing and promote 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
• Education Level: High school or GED