Member Services Representative bei Garden Savings Federal Credit Union

About the Role:

The Member Services Representative plays a critical role in delivering exceptional service to our banking and credit union members by addressing their inquiries, resolving issues, and providing accurate information about products and services. This position serves as the primary point of contact for members, ensuring their needs are met efficiently and professionally, thereby fostering strong member relationships and loyalty. The role requires a thorough understanding of credit union operations, products, and regulatory compliance to guide members effectively and support their financial well-being. The Member Services Representative will collaborate closely with internal teams to facilitate seamless service delivery and contribute to continuous process improvements. Ultimately, this position is essential in enhancing the overall member experience and supporting the institution’s reputation for outstanding customer care.

Minimum Qualifications:

• High school diploma or equivalent required.
• Minimum of 1-2 years of experience in customer service, preferably within the banking or financial services industry.
• Basic knowledge of banking products, services, and financial regulations.
• Strong communication skills, both verbal and written.
• Proficiency with computer systems and standard Microsoft Office software.

Preferred Qualifications:

• Experience working in a credit union or nonbank financial institution is preferred but willing to train the right candidate.
• Familiarity with banking software platforms and CRM systems.
• Demonstrated ability to handle complex member inquiries and resolve conflicts effectively.

Responsibilities:

• Respond promptly and courteously to member inquiries via phone, email, or in-person, providing accurate information about account services.
• Assist members with account maintenance tasks such as updating personal information, processing payments, and resolving discrepancies or disputes.
• Identify opportunities to educate members on available financial products and services that meet their needs, promoting cross-selling in a non-intrusive manner.
• Ensure compliance with all banking regulations and internal policies while handling sensitive member information with confidentiality and professionalism.
• Document member interactions and transactions accurately in the system to maintain up-to-date records and support audit requirements.
• Collaborate with other departments to resolve complex member issues and escalate concerns when necessary to ensure timely resolution.
• Participate in ongoing training to stay current with product knowledge, regulatory changes, and customer service best practices.

Skills:

The Member Services Representative utilizes strong communication skills daily to clearly and empathetically interact with members, ensuring their questions and concerns are addressed effectively. Problem-solving skills are essential for identifying member needs and providing appropriate solutions or escalating issues when necessary. Attention to detail is critical when processing transactions and maintaining accurate records to comply with regulatory standards. Proficiency with banking software and CRM tools enables efficient management of member accounts and documentation. Additionally, interpersonal skills foster positive relationships with members and colleagues, contributing to a collaborative and supportive work environment.

Physical Requirements and Working Conditions:

• Professional lobby/office environment with moderate sound.
• Flexibility to work: Monday – Friday 8:45 a.m. to 4:30 p.m., rotating late night Thursday until 6:00 p.m. and, on occasion, a Saturday may be required 9 a.m. to 12 p.m.
• Ability to move around the building as well as travel to other branches, off-site training, and/or meetings will be required.
• Ability to use office equipment such as cash counter, computer, telephone, copier, adding machine, etc.
• Ability to lift to 50 pounds.
• Ability to sit or stand for prolonged periods of time, with repetitive motions including counting cash.  
• Vision corrected to within normal limits. 
• Ability to listen, hear, and understand to assist members in person and by phone.  

Garden Savings Federal Credit Union is proud to be an equal opportunity employer, fostering diversity and inclusion in the workplace. All employees and qualified applicants for employment are covered by federal and state discrimination laws. All employment decisions, including recruitment, promotions, appraisals, and/or training are made without regard to any protected characteristics.