Member Service Representative

About the Role

The primary purpose of this position is to provide superior member service, driving member satisfaction and retention by helping members take full advantage of Wings' full range of products and services. This is accomplished through accurate and professional member transactions, enhanced member awareness of existing products and services, and timely product or service referrals.

Key Responsibilities

• Providing quality member service through accurate and professional face-to-face member transactions, including new member account creation, account file and card file maintenance, and basic Service Center Control Manual procedures.
• Meeting member needs through maintaining strong knowledge of available products and services, regularly providing referrals in areas including, but not limited to, lending, investments, electronic banking, wealth management, and business banking.
• Complying with safety and service standards defined in the Credit Union's Policies and Procedures documents, as well as financial regulations, including BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).
• Meeting job training requirements.
• Maintaining a cash drawer following procedures defined in the Credit Union's Cash Control Policy.
• Remaining cognizant of and adhering to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Requirements & Tech Stack

• Customer Service experience in Financial Services or Retail Delivery (minimum 6 months required).
• Sales experience (6 months preferred).
• Enthusiastic attitude regarding helping the community.
• Strong emphasis on member service and offering appropriate cross-sell/upsell opportunities.
• Strong attention to detail and accuracy of all transactions.
• Professional and courteous communication skills.
• Proficient in basic math (addition, subtraction, multiplication, and division).
• Comfortable handling physical money with a high level of accuracy.
• Exposure to Microsoft Outlook and web-based transactional systems.
• Able to use 10-Key by touch (preferred).

Qualifications

• High School Diploma/G.E.D. or Equivalent.
• No certifications required.

Pay Range: $19.95 to $21.72 per hour, plus incentives and annual 3% target bonus.

Benefits: Generous 401(k) match, 401k Discretionary Profit Sharing, Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, Short Term and Long Term Disability, Health Savings Account with company contribution, Employee Assistance Program, Paid Time Off (Vacation, Sick, Floating Holidays, Volunteer Time Off, Holidays), Tuition Reimbursement, Paid Parental Leave.