Member Services Representative

Job Description

Job Description

CSI Group – Where Our People, Our Purpose, and Our Future Meet

About CSI Group

CSI Group is a leading financial services firm transforming how America’s middle class experiences financial security. We enrich lives and legacies by providing personalized financial planning, tax, and estate solutions that empower individuals and families to achieve lasting prosperity. Our mission is simple yet powerful: to simplify financial security and remove uncertainty for America’s middle class.

Our vision is to become the most trusted financial partner on every main street in America. Through our one-stop approach, we make expert financial guidance accessible and affordable for all—because everyone deserves confidence in their financial future.

At CSI Group, we live by our CAPTAG values:  Caring, Accountability, Positive Attitude, Team Player, Adaptability, and Growth Mindset.

These values aren’t just words, they shape how we work, how we serve, and how we grow together.

Join CSI Group and become part of a culture where your impact matters, your growth is supported, and your purpose is shared.

Job Overview:

The  Member Services Representative will be responsible for providing exceptional customer service to members by answering inquiries, resolving issues, and offering assistance related to tax and financial services. You will play a key role in maintaining member satisfaction and ensuring a smooth experience with our services.

Key Responsibilities:

• Respond promptly to member inquiries via phone, email, and online chat.
• Assist members with tax-related questions, including general tax filing, refunds, and deductions.
• Provide support for financial services inquiries, such as account management, payments, and financial planning.
• Resolve member concerns efficiently, offering accurate information and appropriate solutions.
• Educate members on the company’s tax and financial products, services, and resources.
• Assist with the setup, updating, and troubleshooting of member accounts.
• Track and follow up on member issues to ensure timely resolution.
• Collaborate with internal teams, such as tax professionals and financial advisors, to provide accurate and detailed support.
• Maintain up-to-date knowledge of tax laws, financial services, and company policies to effectively assist members.
• Document member interactions and maintain detailed records in the CRM system.
• Participate in ongoing training to improve service delivery and product knowledge.
• Travel and overtime availability is required

Qualifications:

• High school diploma or equivalent; an Associate or Bachelor's degree in finance, accounting, or a related field is a plus.
• 1+ years of experience in customer service, preferably in the tax or financial services industry.
• Familiarity with tax filing processes, financial accounts, and investment services is preferred.
• Strong communication skills, both written and verbal.
• Proficiency in using CRM systems, Microsoft Office, and customer service software.
• Ability to handle multiple inquiries and work in a fast-paced environment.
• Problem-solving skills with attention to detail and accuracy.
• Strong customer service orientation with a focus on resolving issues in a professional and empathetic manner.