Senior Member Service Representative - Bonney Lake Branch

TAPCO Credit Union•Bonney Lake, WA

2d•Onsite

About The Position

TAPCO Credit Union is hiring a full-time, onsite Senior Member Service Representative at its Bonney Lake Branch in Bonney Lake, Washington. Senior Member Service Representatives are central to the member experience, building meaningful connections, supporting financial wellness, and creating a welcoming environment. In addition to providing exceptional service and accurately processing transactions, this senior role handles complex accounts and consumer loan applications, supports escalated member concerns, and informally mentors other Member Service Representatives. The position works in a branch setting and may require temporary or permanent work at another TAPCO branch at the company’s discretion. The salary range is $23.22–$27.99 per hour, depending on experience. New hires are subject to a 90-day introductory period intended to provide structure, coaching, and support while they learn the role and organization.

Requirements

1–3 years of experience working in a financial institution.
At least 1 year of cash handling experience.
At least 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.
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 provide professional, accurate, and efficient assistance with their transaction needs.
Build and retain member relationships in person and through outbound calls by sharing knowledge of credit union products and services, carrying out member engagement strategies, and making referrals to other business lines.
Have meaningful conversations to identify opportunities to refer members to additional product solutions.
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 responsibilities as assigned.
Understand and comply with applicable federal, state, and local laws, 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 contribute to a supportive workplace culture.
Participate in branch promotions and community events as assigned.
Keep current with and comply with policies, procedures, rules, and regulations relevant to the position.
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, guide them through the process, explain loan terms, and ensure applications are complete.
Understand and cross-sell loan-related products, including GAP, warranty options, and payment protection plans.
Serve as a knowledgeable branch resource and assist with escalated or complex member concerns.
Provide informal ongoing 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

Employer-paid medical, vision, prescription, and dental insurance option for full-time teammates.
Employer-paid spouse and dependent-children coverage at the stated percentages.
Flexible Spending Account, Dependent Care FSA, and Health Savings Account.
401(k) plan with up to 7% match.
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.