Member Service Representative/Senior Member Service Representative

Job Description

Job Description

Description:

Critical Details

Physical Location

• Main Branch – 6312 19th St W, Tacoma, WA 98466

Work Style Designation

• Onsite – This role operates on a full-time basis at the location listed above

About Us

Since 1934, TAPCO Credit Union has been guided by a simple belief: people first, always .

Our roots in the community run deep, and we show up with intention to drive our mission of making financial wellness accessible for all.

For our teammates and members alike, we're about belonging, not transacting. We believe meaningful connection, respect, and valuing one another are at the heart of our relationships and workplace culture. We strive to create an environment where people feel seen, supported, and empowered to grow and thrive together. Every story matters, every interaction is an opportunity to build trust.

Your journey starts here. We believe growth is a shared responsibility, and we’re committed to investing in you every step of the way with opportunities that generate momentum. Whether you’re building confidence, developing new skills, or growing into what’s next, you’ll be supported by teammates who want to see you thrive.

This is more than a job; it is a place to belong. Come plant your roots at TAPCO: grow with us and rise with purpose!

Core Competencies

Member Focus: Prioritizes the needs, preferences, and experiences of members (stakeholders) by delivering exceptional service, building trust, and creating value. This competency ensures alignment with the organization's mission to serve and support its members (stakeholders) effectively.

Instills Trust: Builds and maintains confidence and credibility with others through consistent, honest, and ethical behavior. This competency is fundamental to fostering strong relationships, collaboration, and a positive organizational culture.

Drives Results: Consistently delivers high-quality outcomes by setting clear goals, maintaining focus, and ensuring accountability. It involves a results-oriented mindset that prioritizes efficiency, performance, and the achievement of objectives.

Cultivates Innovation: Inspires, generates, and implements creative ideas that improve processes, products, services, or organizational outcomes. It reflects a mindset focused on curiosity, experimentation, and the encouragement of fresh perspectives.

Position Summary

At TAPCO, our Member Service Representatives (MSRs) and Senior Member Service Representatives (Sr. MSRs) are at the heart of the member experience. These roles go beyond basic transactions—team members in these positions build meaningful connections, support financial wellness, and create welcoming environments for every member who walks through our doors.

While MSRs focus on delivering exceptional service and accurate transaction processing, Sr. MSRs take on additional responsibilities, including opening complex accounts, processing loan applications, and mentoring team members.

Position Responsibilities – Performed by both MSR and Sr. MSR

• Create a welcoming and professional experience by greeting members warmly and assisting with all transaction needs in an accurate and efficient manner.
• Build and retain member relationships in person and through outbound calling by providing expert knowledge of credit union products and services through the execution of member engagement strategies and referrals to other business lines.
• Engage in meaningful conversations to identify opportunities to refer members to additional product solutions.
• Balance personal cash drawer daily and investigate and resolve discrepancies as needed.
• Support branch operations by performing drive-up functions, night drop processing, and holding opening/closing responsibilities as assigned.
• Demonstrates an understanding of and adheres to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as it specifically relates to the job functions.
• Collaborate effectively with team members, and across all organizational levels, contributing to a supportive and positive workplace culture.
• Foster meaningful relationships by actively engaging in branch promotions and community events, as assigned.
• Maintains up to date knowledge of and adheres to the requirements of all related policies, procedures, rules and regulations required for this position.
• Assumes responsibility for other duties as required or assigned.

Additional Responsibilities – Specific to the Sr. MSR Role

In addition to the responsibilities above, Sr. Member Service Representatives are expected to:

• Open and service complex accounts, including new consumer accounts, business accounts, certificates of deposit, IRAs, and safe deposit boxes.
• Receive and process consumer loan applications, including:
  • Meeting with applicants to provide guidance, explain loan terms, and ensure application completeness
  • Understanding and cross-selling products like GAP, warranty options, and payment protection plans
• Serve as a knowledgeable resource within the branch and assist with escalated or complex member concerns.
• Provide ongoing informal mentorship and support to MSR team members.
• Demonstrate a consistent leadership presence, reliability, and strong alignment with TAPCO’s values and member experience expectations.

Key Qualifications (For MSR and Sr. MSR)

• 1 year of cash handling experience
• 1 year of customer service experience
• Strong communication and interpersonal skills.
• Ability to navigate systems, policies, and procedures with accuracy.
• Demonstrated initiative in supporting members and team success.
• Reliable transportation to assigned work locations.
• Previous experience in financial services preferred.

Additional Qualifications for Sr. MSR Role

• 1-3 years’ experience working in a financial institution
• New account and lending experience
• Notary preferred

Position Working Conditions

• The work environment is an office setting.
• Onsite work is essential.
• Movements frequently and regularly required using the wrists, hands and/or fingers.
• Frequently required to sit and stand for longer periods of time.
• May be required to work temporarily or permanently at one of the company's other branches at TAPCO’s discretion.

Compensation

In addition to a robust and generous total compensation package, the salary range for this position is:

• MSR - Starting rate of $20.00 - $26.12 per hour (depending on experience)
• SMSR - Starting rate of $22.05 - $26.66 per hour (depending on experience)

Benefits

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time teammates
• 50% Employer-paid spouse coverage, 65% Employer-paid dependent children coverage
• Flexible Spending Account (FSA), Dependent Care FSA, & Health Savings Account (HSA)
• 401(k) Plan with up to 7% match
• 100% Employer-Paid Life Insurance/AD&D package
• Paid Vacation and Sick Time, 11 Paid Holidays + 1 Floating Holiday
• Optional Short- and Long-Term Disability
• Employee Assistance Program
• Community impact, on us (Up to 40 paid volunteer hours)
• Shared Bonus Plan ( when company goals are achieved )

90-day Introductory Period

All newly hired teammates at TAPCO Credit Union are subject to a 90-day introductory period beginning on their first day of employment. This period is intended to provide structure, clarity, coaching, and support while teammates learn their role and the organization. Completion of the introductory period does not guarantee continued employment or change the at-will employment relationship.

Equal Opportunity Employer Statement

TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.