Member Service Representative - Castle Rock, CO

Member Service Representative - Castle Rock, CO

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking!

Job Description

This position requires 2 weeks of mandatory paid training at our Wings headquarters in Colorado Springs, CO. Required availability for this position is Monday through Friday 8:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:30 am to 12:30 pm. 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. Additionally responsible to understand and comply with credit union policies and procedures, as well as financial regulations to include BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau). The Member Service Representative must excel in service, quality communication, product knowledge, and accuracy while meeting all service, performance and safety standards. Essential Functions

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

Qualifications

Minimum Formal Qualifications for this Position

• High School Diploma/G.E.D. or Equivalent.
• 6+ months Customer Service experience in Financial Services or Retail Delivery. Required
• 6+ months Sales experience. Preferred

Technical or Specialized Knowledge/Skills:

• Enthusiastic attitude regarding helping our community.
• Strong emphasis on member service and offering appropriate cross-sell / upsell opportunities to the member.
• Strong attention to detail and accuracy of all transactions is of critical importance.
• Professional and courteous communication skills are of critical importance.
• Proficient in basic math (addition, subtraction, multiplication, and division).
• Comfortable handling physical money with a high level of accuracy with members directly.
• Exposure to Microsoft Outlook and web based transactional systems to complete day to day member requests.
• Able to use 10-Key by touch is preferred.

Certifications Required:

• None

Additional Information

The pay range for this position is: $19.95 to $21.72 per hour (S10), plus incentives, and 3% annual target bonus. Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity. 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 Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.