Senior Member Service Representative

Description

• Canyon Branch – th Street E, Tacoma, WA 98446

• Onsite – This role operates on a full-time basis at the location listed above

Since 1934, 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!

Member Focus
:
Prioritizes the needs, preferences, and experiences of members (stakeholders) by delivering exceptional service, building trust, and creating value. This competency ensures alignment with the organization's mission to serve and support its members (stakeholders) effectively.

Instills Trust
:
Builds and maintains confidence and credibility with others through consistent, honest, and ethical behavior. This competency is fundamental to fostering strong relationships, collaboration, and a positive organizational culture.

Drives Results
:
Consistently delivers high-quality outcomes by setting clear goals, maintaining focus, and ensuring accountability. It involves a results-oriented mindset that prioritizes efficiency, performance, and the achievement of objectives.

Cultivates Innovation
:
Inspires, generates, and implements creative ideas that improve processes, products, services, or organizational outcomes. It reflects a mindset focused on curiosity, experimentation, and the encouragement of fresh perspectives.

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.

• 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…