Senior Member Service Representative - Frederickson Branch

TAPCO Credit Union•Tacoma, WA

2d•Onsite

About The Position

TAPCO Credit Union is hiring a full-time, non-exempt Senior Member Service Representative for its Frederickson Branch in Tacoma, Washington. The role is onsite and focuses on creating a welcoming member experience, building relationships, supporting members’ financial wellness, and processing transactions accurately. Senior representatives take on additional duties beyond standard member service, including opening complex accounts, processing consumer loan applications, responding to escalated concerns, and mentoring other Member Service Representatives. The position also supports branch operations and community engagement, while following applicable laws, regulations, policies, and procedures.

Requirements

1–3 years of experience working in a financial institution.
1 year of cash handling experience.
1 year of customer service experience.
New account and lending experience.
Must be eligible for and able to maintain bondability as a condition of employment.

Nice To Haves

Notary and/or NMLS license preferred.
Experience opening business accounts.
Strong communication and interpersonal skills.
Ability to navigate systems, policies, and procedures accurately.
Demonstrated initiative in supporting members and team success.

Responsibilities

Greet members warmly and assist with transaction needs accurately and efficiently.
Build and retain member relationships in person and through outbound calls by sharing knowledge of credit union products and services, using member engagement strategies, and making referrals.
Identify opportunities to refer members to additional product solutions through meaningful conversations.
Balance a personal cash drawer daily and investigate and resolve discrepancies.
Support branch operations by performing drive-up functions, processing night drops, and handling opening or closing duties as assigned.
Follow applicable federal, state, and local laws and regulations, including Bank Secrecy Act and Office of Foreign Assets Control requirements relevant to the role.
Collaborate with team members and colleagues across organizational levels to support a positive workplace culture.
Participate in branch promotions and community events as assigned.
Maintain current knowledge of and follow applicable policies, procedures, rules, and regulations.
Open and service complex accounts, including consumer and business accounts, certificates of deposit, IRAs, and safe deposit boxes.
Receive and process consumer loan applications; meet with applicants, explain loan terms, support application completion, and understand and cross-sell GAP, warranty, and payment protection options.
Provide knowledgeable support within the branch and assist with escalated or complex member concerns.
Provide informal mentorship and support to Member Service Representative team members.
Demonstrate leadership presence, reliability, and alignment with TAPCO’s values and member experience expectations.
Perform other duties as required or assigned.

Benefits

100% employer-paid medical, vision, prescription, and dental insurance option for full-time teammates.
50% employer-paid spouse coverage and 65% employer-paid dependent children coverage.
Flexible Spending Account, Dependent Care FSA, and Health Savings Account.
401(k) plan with up to 7% match.
100% employer-paid life insurance and AD&D package.
Paid vacation and sick time.
11 paid holidays and 1 floating holiday.
Optional short- and long-term disability.
Employee Assistance Program.
Up to 40 paid volunteer hours.
Shared bonus plan when company goals are achieved.