Senior Bilingual Member Solutions Representative - Missouri Branch

Desert Financial Credit Union • Phoenix, AZ

7h

About The Position

Senior Member Solutions Representatives (Sr. MSRs) support the credit union and its members by delivering expert-level service to members with complex and high-impact financial needs. They independently resolve advanced member requests, exercise sound judgment and accountability, and act as trusted escalation and operational support resources within the branch. Through consultative conversations, they build lasting member relationships, support financial wellbeing and onboarding, and assist with lending and business account services. They apply expert knowledge of policies, procedures, and digital tools to provide accurate, compliant, and seamless member experiences. In the absence of a leader, Sr. MSRs provide backup coverage and operational support while modeling service excellence and reinforcing collaboration and branch performance.

The role includes supporting member engagement, complex transactions, escalations, branch operations, business services, and lending relationships. The position requires a high school diploma or GED, at least one year of sales and service experience, cash-handling experience, and financial institution experience. NMLS registration eligibility and state Notary Public certification and registration are also required.

Requirements

• High school diploma or GED.
• At least 1 year of sales and service experience.
• At least 1 year of cash-handling experience.
• At least 1 year of previous financial institution experience.
• Expert-level attention to detail and accuracy when handling complex transactions, account servicing, multiple systems, documentation, compliance, and audit standards.
• Ability to maintain composure and professionalism in high-stakes or emotionally sensitive situations and de-escalate complex member concerns with empathy, clarity, and confidence.
• Expert judgment in resolving escalated issues, addressing fraud or risk concerns, and interpreting policy; accountability for researching root causes and ensuring timely, accurate resolution.
• Ability to lead consultative conversations using active listening and investigative questioning to identify member needs and support onboarding, lending, and business relationships.
• Ability to adapt to changing priorities, procedures, and digital tools in a fast-paced environment.
• Ability to support team success through communication, cooperation, shared accountability, expertise sharing, and reinforcement of best practices without formal supervisory authority.
• Growth mindset, personal drive, and advanced digital fluency, including proactively seeking feedback and professional development and applying learnings.
• Ability to be registered through the Nationwide Mortgage Licensing System and Registry (NMLS).
• State certification and registration as a Notary Public.

Responsibilities

• Deliver expert-level member service and build relationships through comprehensive financial conversations, account setup, and support for members’ financial wellbeing.
• Provide advanced onboarding and consultative financial support; use 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 complex member transactions and account servicing accurately and in compliance with operational standards.
• Handle advanced and sensitive transactions and requests, including wires, debit card issues, savings bonds, and specialty accounts such as POA, FBO, Trust/Estate, and Deceased accounts.
• Resolve escalated, high-risk, and complex member issues within scope, ensuring timely follow-up, documentation, and member satisfaction.
• Provide operational backup to branch leadership, including opening and closing the branch, performing transactional overrides within scope, de-escalating complaints, assisting with assigned vault responsibilities, and maintaining team engagement when a leader is absent.
• Model service excellence, sound judgment, and a collaborative team mindset to support effective branch operations.
• Maintain advanced proficiency in core branch responsibilities and guide the team on complex member situations, knowledge sharing, and best practices.
• Support business and lending relationships through accurate account opening and maintenance and loan application assistance.
• Partner with internal specialists to provide seamless servicing and promote long-term relationship growth.
• Perform other duties as assigned.

What This Job Offers

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