Member Services Representative

Job Description First Financial Federal Credit Union Job Description

Member Services Representative (MSR) I, II, III

Member Experience – Contact Center

Member Services Contact Center Supervisor

6, 7, 8

5 - Administrative Support Workers

Non-exempt☒ Full-time☐ Part-time☐ Temporary

Admin Center☒

Important:
See Telework Policy for Additional Criteria

Responsible for providing an exceptional member-centric experience by handling everypotential, new, and existing member with patience, empathy, and enthusiasm. Offer members a comprehensive, all-in-one experience to meet their financial needs, covering education, services, and sales. This includes account opening, maintenance, and transaction processing, with an emphasis on consultative conversations to strengthen relationships and establish trust as a financial expert. Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial goals.

• Maintain a professional and friendly demeanor, able to quickly build rapport with members across various communication channels, while ensuring confidentiality is always upheld.
• Highly detail-oriented and service-driven, with strong listening, written, and verbal communication skills.
• Proficiency in reading, writing, and speaking Spanish is a plus.
• Capable of working both independently and as part of a team.
• Proficient in navigating both new and existing credit union systems, essential for the daily responsibilities of the role.
• Promotions are based on demonstrated performance, manager recommendations, and/or completion of required training.

One (1) or more years of customer service or sales experience, with Contact Center experience a plus. Industry experience may qualify candidates for hiring at an advanced level.

High School Diploma or GED equivalent required. Ability to obtain and maintain job-related certification if no job-related advanced degree. Meet or exceed continuing professional education (CPE) requirements.

• Sitting:
  Regularly
• Standing:
  Regularly
• Walking:
  Regularly
• Climbing/Balancing:
  Seldom
• Reaching:
  Occasionally
• Kneeling/Crawling:
  Seldom
• Other:
  Travel to support branch staffing across the network
• Talking:
  Regularly
• Hearing:
  Regularly
• Vision/Seeing:
  Regularly
• Typing/Keyboarding:
  Regularly
• Driving:
  Occasionally
• Lifting:
  Medium - Up to 50lbs

• Member
  
  Experience:
  
  Deliver a personalized and seamless experience for members, addressing all their financial needs across multiple channels. Use training and available resources to understand our services and products, effectively communicating features and benefits to members. Demonstrates initiative by seeking opportunities to grow in responsibility, building knowledge and expertise to assist with more complex member requests. Engage in consultative conversations with members, asking open-ended questions to uncover needs and life events, and educate them on products and services.
  
  Provide appropriate recommendations to strengthen relationships and position yourself as a trusted advisor.
• Member Services:
  Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, making necessary account changes to protect their information, and escalating cases when needed. Open accounts, perform member maintenance requests, process transactions accurately, and support operational tasks as required. Utilize the CRM (Customer Relationship Management) system and other tools to foster relationship-building conversations, ensuring a consistent approach to onboarding new members and expanding existing relationships.
  
  Identify consumer…