Senior Member Service Representative

Senior Member Service Representative

JM Family Enterprises, Inc. is seeking a Senior Member Service Representative to deliver exceptional member experiences during every interaction. The role focuses on deepening relationships through personalized guidance and the effective positioning of JMAFCU solutions, including lending and deposit products and services. As a trusted advisor, the Senior Member Service Representative clearly communicates JMAFCU
’s value proposition, educates members on financial options, and proactively supports them in achieving their financial goals.

• Leverage every member interaction as an opportunity to deliver exceptional experiences by greeting and welcoming members, building strong relationships through meaningful conversations, and proactively offering credit union solutions such as lending and deposit products, including personal loans, credit cards, auto loans, home equity lines of credit, share certificates, and digital services.
• Lead with a member‑first approach, overseeing interactions that range from account transactions and onboarding to loan and credit card applications, fostering trust and strengthening relationships through accuracy, compliance, and exceptional service.
• Provide guidance through preliminary credit reviews and clearly communicate loan terms, rates, and repayment options to ensure members make informed financial decisions.
• Deliver exceptional member experiences by accurately handling transactions, account maintenance, and specialized services such as notary, wire transfers, and gift card purchases, while ensuring compliance with all security and regulatory requirements.
• Build trust and strengthen member relationships through proactive engagement—resolving concerns promptly, communicating financial solutions clearly, and seeking opportunities to say “yes” whenever possible.
• Utilize strong communication and relationship‑building tools to provide personalized follow‑up, fostering long‑term member loyalty and financial wellness.
• Actively support Credit Union initiatives, lending promotions, and community outreach programs, demonstrating commitment to member success and organizational values.
• Maintain professionalism, integrity, and a positive attitude in every interaction, embracing core values of Consideration, Cooperation, Communication, Innovation, and Accountability.
• Ensure adherence to all policies, procedures, and applicable regulations, including the Bank Secrecy Act, Patriot Act, and OFAC requirements.
• Perform other duties as assigned.

• High School Diploma/GED is required;
  Associate's Degree preferred.
• Previous experience in a sales and/or customer service position is preferred—preferably within a credit union or financial institution.
• Experience with consumer lending, loan origination systems, and credit analysis is highly desirable.
• Ability to process accurate transactions and requests, including loan applications and credit inquiries.
• Must possess and utilize excellent listening skills, verbal, and written communication skills.
• Proficient in the use of the Internet, Outlook, and Microsoft Office suite.
• Familiarity with lending regulations, loan documentation, and underwriting guidelines.
• Must have an outgoing personality and a strong desire to help people achieve financial success.
• Must be professional in appearance and attitude.
• Must be able to handle many tasks in fast‑paced and slow environments.
• Must possess strong critical thinking and decision‑making abilities, especially when evaluating loan eligibility and recommending financial solutions.
• Strong communication skills and a genuine passion for uncovering members’ financial needs are essential for success in this role.

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.

DISABILITY ACCOMMODATIONS:
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at t for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.