Senior Member Solutions Representative - Chandler Walmart
On-siteChandler, Arizona, United States
Job Summary
Conduct comprehensive financial conversations to deliver expert-level service, guide new member onboarding, and support lending and business account services. Resolve advanced member requests with high independence, including complex transactions such as wires, debit card issues, and specialty accounts for trusts or estates. Serve as a primary escalation resource for high-risk issues, exercising sound judgment to de-escalate complaints and ensure timely resolution. Provide operational backup to branch leadership by managing branch openings/closings, performing transactional overrides, and assisting with vault responsibilities. Promote digital tool adoption through proactive outreach and educate members on online banking and mobile apps. Maintain accuracy across multiple systems while upholding compliance and audit standards.
Required Qualifications
- High School Diploma or GED
- 1+ years of experience in Sales and Service
- 1+ years of cash handling experience
- 1+ years of previous financial institution experience
- Expert-level attention to detail and accuracy
- Composure and professionalism in high-stakes or emotionally sensitive situations
- Ability to de-escalate complex member concerns
- Expert judgment when resolving escalated issues
- Ability to address fraud or risk concerns
- Ability to interpret policy
- Ability to take full accountability for outcomes
- Ability to apply policy knowledge
- Ability to research root causes
- Ability to ensure timely, accurate resolution
- Ability to protect both members and the credit union
- Ability to lead consultative conversations
- Ability to use advanced active listening
- Ability to use investigative questioning
- Ability to uncover member needs
- Ability to provide appropriate guidance
- Ability to support onboarding
- Ability to support lending
- Ability to support business relationships
- Ability to be change agile
- Ability to effectively adapt to changing priorities
- Ability to adapt to changing procedures
- Ability to adapt to digital tools
- Ability to remain flexible
- Ability to be solutions-oriented
- Ability to support team success
- Ability to communicate
- Ability to cooperate
- Ability to share shared accountability
- Ability to share expertise
- Ability to reinforce best practices
- Ability to contribute to a collaborative, high-performing team environment
- Ability to demonstrate a strong growth mindset
- Ability to demonstrate personal drive
- Ability to demonstrate advanced digital fluency
- Ability to proactively seek feedback
- Ability to seek professional development opportunities
- Ability to apply learnings
- Ability to enhance performance
- Ability to enhance effectiveness
- Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS)
- State Certification Registered and serve as a Notary Public
- Ability to maintain a drug-free workplace
- Ability to perform pre-employment substance abuse testing
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