Senior Member Solutions Representative - Lake Pleasant
On-sitePeoria, Arizona, United States
Job Summary
Deliver expert-level member service by conducting comprehensive financial conversations, assisting with account setup, and identifying opportunities to strengthen member financial wellbeing. Resolve advanced member requests with high independence, handling complex transactions such as wires, debit card issues, and specialty accounts including trust and estate matters. Serve as a senior escalation resource to de-escalate high-risk member issues and provide operational backup to branch leadership during absences, including opening and closing the branch. Partner with internal specialists to support business and lending relationships while maintaining strict compliance and accuracy across all documentation.
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
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