Senior Member Service Representative

TAPCO Credit Union•Tacoma, WA

2d•Onsite

About The Position

At TAPCO, our Member Service Representatives (MSRs) and Senior Member Service Representatives (Sr. MSRs) are at the heart of the member experience. These roles go beyond basic transactions—team members in these positions build meaningful connections, support financial wellness, and create welcoming environments for every member who walks through our doors. While MSRs focus on delivering exceptional service and accurate transaction processing, Sr. MSRs take on additional responsibilities, including opening complex accounts, processing loan applications, and mentoring team members. TAPCO Credit Union has been guided by a simple belief: people first, always. Our roots in the community run deep, and we show up with intention to drive our mission of making financial wellness accessible for all. For our teammates and members alike, we're about belonging, not transacting. We believe meaningful connection, respect, and valuing one another are at the heart of our relationships and workplace culture. We strive to create an environment where people feel seen, supported, and empowered to grow and thrive together. Every story matters, every interaction is an opportunity to build trust. Your journey starts here. We believe growth is a shared responsibility, and we’re committed to investing in you every step of the way with opportunities that generate momentum. Whether you’re building confidence, developing new skills, or growing into what’s next, you’ll be supported by teammates who want to see you thrive. This is more than a job; it is a place to belong. Come plant your roots at TAPCO: grow with us and rise with purpose!

Requirements

1-3 years’ experience working in a financial institution
1 year of cash handling experience
1 year of customer service experience

Nice To Haves

Notary certification preferred
Strong communication and interpersonal skills
Ability to navigate systems, policies, and procedures with accuracy
Demonstrated initiative in supporting members and team success
New account and lending experience

Responsibilities

Create a welcoming and professional experience by greeting members warmly and assisting with all transaction needs in an accurate and efficient manner.
Build and retain member relationships in person and through outbound calling by providing expert knowledge of credit union products and services through the execution of member engagement strategies and referrals to other business lines.
Engage in meaningful conversations to identify opportunities to refer members to additional product solutions.
Balance personal cash drawer daily and investigate and resolve discrepancies as needed.
Support branch operations by performing drive-up functions, night drop processing, and holding opening/closing responsibilities as assigned.
Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions.
Collaborate effectively with team members, and across all organizational levels, contributing to a supportive and positive workplace culture.
Foster meaningful relationships by actively engaging in branch promotions and community events, as assigned.
Maintains up to date knowledge of and adheres to the requirements of all related policies, procedures, rules and regulations required for this position.
Open and service complex accounts, including new consumer accounts, business accounts, certificates of deposit, IRAs, and safe deposit boxes.
Receive and process consumer loan applications, including: Meeting with applicants to provide guidance, explain loan terms, and ensure application completeness Understanding and cross-selling products like GAP, warranty options, and payment protection plans
Serve as a knowledgeable resource within the branch and assist with escalated or complex member concerns.
Provide ongoing informal mentorship and support to MSR team members.
Demonstrate a consistent leadership presence, reliability, and strong alignment with TAPCO’s values and member experience expectations.
Assumes responsibility for other duties as required or assigned.

Benefits

100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time teammates
50% Employer-paid spouse coverage, 65% Employer-paid dependent children coverage
Flexible Spending Account (FSA), Dependent Care FSA, & Health Savings Account (HSA)
401(k) Plan with up to 7% match
100% Employer-Paid Life Insurance/AD&D package
Paid Vacation and Sick Time, 11 Paid Holidays + 1 Floating Holiday
Optional Short- and Long-Term Disability
Employee Assistance Program
Community impact, on us (Up to 40 paid volunteer hours)
Shared Bonus Plan ( when company goals are achieved )