Senior Member Service Representative

JM&A Group

About The Position

The Senior Member Service Representative is accountable for delivering exceptional member experiences during every interaction by actively listening, identifying member needs, and asking open-ended questions to uncover opportunities. This role focuses on deepening relationships through personalized guidance and the effective positioning of JMAFCU solutions, including lending and deposit products and services. As a trusted advisor, the Senior Member Service Representative clearly communicates JMAFCU’s value proposition, educates members on financial options, and proactively supports them in achieving their financial goals. Success in this role requires a strong understanding of consumer lending, credit card products, loan application processes, and credit evaluation to ensure members receive personalized solutions. In addition to relationship-building, the Senior Member Service Representative is responsible for meeting and exceeding individual performance metrics and contributing to overall credit union goals, ensuring both member satisfaction and organizational growth. Essential Responsibilities Leverages every member interaction as an opportunity to deliver exceptional experiences by greeting and welcoming members, building strong relationships through meaningful conversations, and proactively offering credit union solutions such as lending and deposit products, including personal loans, credit cards, auto loans, home equity lines of credit, share certificated, and digital services. Leads with a member-first approach, overseeing interactions that range from account transactions and onboarding to loan and credit card applications, fostering trust and strengthening relationships through accuracy, compliance, and exceptional service Provides guidance through preliminary credit reviews and clearly communicates loan terms, rates, and repayment options to ensure members make informed financial decisions. Delivers exceptional member experiences by accurately handling transactions, account maintenance, and specialized services such as notary, wire transfers, and gift card purchases, while ensuring compliance with all security and regulatory requirements. Builds trust and strengthens member relationships through proactive engagement—resolving concerns promptly, communicating financial solutions clearly, and seeking opportunities to say “yes” whenever possible. Utilizes strong communication and relationship-building tools to provide personalized follow-up, fostering long-term member loyalty and financial wellness. Actively supports Credit Union initiatives, lending promotions, and community outreach programs, demonstrating commitment to member success and organizational values. Maintains professionalism, integrity, and a positive attitude in every interaction, embracing core values of Consideration, Cooperation, Communication, Innovation, and Accountability. Ensures adherence to all policies, procedures, and applicable regulations, including the Bank Secrecy Act, Patriot Act, and OFAC requirements. Other duties as assigned. Job Qualifications High School Diploma/GED is required; Associate's Degree preferred. Previous experience in a sales and/or customer service position is preferred—preferably within a credit union or financial institution. Experience with consumer lending, loan origination systems, and credit analysis is highly desirable. Ability to process accurate transactions and requests, including loan applications and credit inquiries. Must possess and utilize excellent listening skills, verbal, and written communication skills. Proficient in the use of the Internet, Outlook, and Microsoft Office suite. Familiarity with lending regulations, loan documentation, and underwriting guidelines. Must have an outgoing personality and a strong desire to help people achieve financial success. Must be professional in appearance and attitude. Must be able to handle many tasks in fast-paced and slow environments. Must possess strong critical thinking and decision-making abilities, especially when evaluating loan eligibility and recommending financial solutions. Strong communication skills and a genuine passion for uncovering members’ financial needs are essential for success in this role. Disclaimers and Work Environment Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environmental characteristics described are representative of those that an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, they may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects. Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by a recruiter with JM Family Enterprises. Thank you again for your interest in this position! #LI-AG1 This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary. JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law. DISABILITY ACCOMMODATIONS If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [email protected] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance. What started with our founder Jim Moran’s passion for selling cars continues today with the dedication and hard work of every JM Family associate. We have grown into one of the largest, most innovative and diversified companies in the automotive industry, and we are branching out into new and exciting businesses. Our principal operations focus on vehicle distribution and processing, finance and insurance, retail vehicle sales and home improvement specialty franchises. But that’s what we do. Who we are is a more than 4,000-associate strong organization consistently recognized among the best places to work in the country. Our associates are our most important asset. We are a “we” culture, and we work with each other, not for one another. We take pride in creating a diverse workplace, providing a healthy work/life balance, and delivering programs that give back to the communities where we live and work. Hear from our associates about their experiences Southeast Toyota Finance: Rachel Thompson Southeast Toyota Finance Holly Counts

Requirements

High School Diploma/GED is required
Ability to process accurate transactions and requests, including loan applications and credit inquiries.
Must possess and utilize excellent listening skills, verbal, and written communication skills.
Proficient in the use of the Internet, Outlook, and Microsoft Office suite.
Must have an outgoing personality and a strong desire to help people achieve financial success.
Must be professional in appearance and attitude.
Must be able to handle many tasks in fast-paced and slow environments.
Must possess strong critical thinking and decision-making abilities, especially when evaluating loan eligibility and recommending financial solutions.
Strong communication skills and a genuine passion for uncovering members’ financial needs are essential for success in this role.

Nice To Haves

Associate's Degree preferred.
Previous experience in a sales and/or customer service position is preferred—preferably within a credit union or financial institution.
Experience with consumer lending, loan origination systems, and credit analysis is highly desirable.
Familiarity with lending regulations, loan documentation, and underwriting guidelines.

Responsibilities

Leverages every member interaction as an opportunity to deliver exceptional experiences by greeting and welcoming members, building strong relationships through meaningful conversations, and proactively offering credit union solutions such as lending and deposit products, including personal loans, credit cards, auto loans, home equity lines of credit, share certificated, and digital services.
Leads with a member-first approach, overseeing interactions that range from account transactions and onboarding to loan and credit card applications, fostering trust and strengthening relationships through accuracy, compliance, and exceptional service
Provides guidance through preliminary credit reviews and clearly communicates loan terms, rates, and repayment options to ensure members make informed financial decisions.
Delivers exceptional member experiences by accurately handling transactions, account maintenance, and specialized services such as notary, wire transfers, and gift card purchases, while ensuring compliance with all security and regulatory requirements.
Builds trust and strengthens member relationships through proactive engagement—resolving concerns promptly, communicating financial solutions clearly, and seeking opportunities to say “yes” whenever possible.
Utilizes strong communication and relationship-building tools to provide personalized follow-up, fostering long-term member loyalty and financial wellness.
Actively supports Credit Union initiatives, lending promotions, and community outreach programs, demonstrating commitment to member success and organizational values.
Maintains professionalism, integrity, and a positive attitude in every interaction, embracing core values of Consideration, Cooperation, Communication, Innovation, and Accountability.
Ensures adherence to all policies, procedures, and applicable regulations, including the Bank Secrecy Act, Patriot Act, and OFAC requirements.
Other duties as assigned.