Member Solutions Representatives - Chandler Walmart

Member Solutions Representatives (MSR) contribute to the success of the credit union and its members by providing advanced service and support across a broad range of financial needs. They deliver accurate, compliant, and personalized assistance while resolving more complex transactions and member requests with increasing independence. MSRs build deep and lasting relationships through consultative conversations that strengthen member financial wellbeing, guide new member onboarding, and support lending and business account services.

They demonstrate a high-level of expertise in account servicing, specialty account handling, and digital banking tools to ensure a seamless member experience across all channels. As trusted branch professionals, MSRs exemplify Desert Financial’s commitment to service excellence by exercising sound judgment, taking ownership of escalations, and maintaining a high standard of professionalism and accuracy.

Member Engagement & Consultative Engagement: Deliver exceptional onboarding and relationship‑building experiences by conducting comprehensive financial conversations, assisting with account setup, and identifying opportunities to strengthen member financial wellbeing.

Use a consultative sales approach: Leverage data, referrals, and outbound calling to recommend relevant products and services that drive member engagement and meet member financial wellbeing needs.

Promote member engagement and self‑service tool adoption: Educate members on digital tools such as online banking and mobile apps; provide proactive outreach and follow‑up to enhance member convenience and satisfaction.

Advanced Member Services: Provide accurate, compliant, and advanced service by executing a wide range of member transactions and account servicing with precision and care.

Handle advanced transactions and complex requests: Process wires, debit card issues, savings bonds, and specialty accounts (POA, FBO, Trust/Estate, and Deceased accounts) while upholding operational standards and compliance.

Escalations: Resolve complex member issues by demonstrating sound judgment, ownership, and professionalism.

Serve as a primary point of resolution within scope: Ensure timely follow‑up, documentation, and member satisfaction.

Business Services: Support business and lending relationships through accurate account opening, maintenance, and loan application assistance.

Partner with internal specialists: Ensure seamless servicing and promote long‑term relationship growth.

Operational Excellence: Develop expertise and support branch performance by maintaining proficiency in all core front‑line responsibilities.

Participate in ongoing training, coaching, and feedback sessions. Continue to grow through learning and performance reviews.

Explore opportunities to pursue Branch Operations (BR Ops) designation. Take advantage of pathways to additional certifications.

Other duties as assigned. Perform additional responsibilities as directed.

High School Diploma or GED required. High School Diploma or GED required.

1+ years of experience in Sales and Service required. 1+ years of experience in Sales and Service required.

Previous Cash Handling Experience preferred. Previous Cash Handling Experience preferred.

Previous financial institution experience preferred. Previous financial institution experience preferred.

Strong attention to detail and accuracy mandatory. Demonstrate precision in executing complex transactions and account servicing; maintain accuracy across multiple systems and ensure all documentation meets compliance and audit standards.

Manage emotionally sensitive situations with empathy and professionalism. Handle escalations, declines, and deceased member accounts with compassion to build trust and resolve concerns.

Exercise sound judgment in processing transactions. Address fraud or risk concerns, research root causes, apply policy knowledge, and ensure timely, accurate resolution.

Use active listening and investigative questioning. Uncover member needs; communicate with clarity and confidence to provide appropriate guidance during onboarding, lending, and business…