Senior Bilingual Member Solutions Representative - Missouri Branch

Exciting • Phoenix, AZ

7d

About The Position

Senior Bilingual Member Solutions Representatives provide expert-level service to credit union members with complex and high-impact financial needs. They independently resolve advanced member requests, build lasting relationships through consultative financial conversations, support onboarding and lending and business account services, and serve as trusted escalation and operational support resources within the branch. They apply strong knowledge of policies, procedures, and digital tools to provide accurate, compliant, and seamless member experiences.

The role also provides backup coverage and operational support when a branch leader is absent, helping maintain service quality, sound judgment, collaboration, and branch performance. Senior representatives support business and lending relationships and partner with internal specialists to provide seamless service and encourage long-term relationship growth.

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 experience at a financial institution.
• Expert-level attention to detail and accuracy, including precision in complex transactions and account servicing, accuracy across multiple systems, and compliant documentation.
• Ability to remain composed and professional in high-stakes or emotionally sensitive situations, de-escalate concerns, and build trust through empathy, clarity, and confidence.
• Expert judgment in resolving escalations, addressing fraud or risk concerns, and interpreting policy; accountability for researching causes and ensuring timely, accurate resolutions.
• 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, knowledge 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 to improve performance.
• 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.

Responsibilities

• Conduct comprehensive financial conversations, assist with account setup, and identify ways to strengthen members’ financial wellbeing.
• Provide advanced onboarding and consultative financial support using data, referrals, and outbound calls to recommend relevant products and services.
• Educate members about digital tools, including online banking and mobile apps, and provide proactive outreach and follow-up.
• Execute complex member transactions and account servicing accurately and in compliance with operational standards.
• Handle advanced and sensitive matters such as wires, debit card issues, savings bonds, and specialty accounts, including 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 authorized transactional overrides, de-escalating complaints, assisting with vault responsibilities as assigned, and maintaining team engagement when a leader is absent.
• Guide and support teammates on complex member situations, share knowledge, and reinforce best practices.
• Support business and lending relationships through account opening and maintenance and loan application assistance.
• Partner with internal specialists to support seamless servicing and 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