Senior Member Solutions Representative - Gilbert Baseline

Senior Member Solutions Representative

Sr Member Solutions Representatives (Sr MSR) contribute to the success of the credit union and its members by delivering expert-level service to members with complex and high-impact financial needs. They resolve advanced member requests with a high degree of independence, judgment, and accountability while serving as a trusted escalation and operational support resource within the branch. Sr MSRs build deep and lasting relationships through advanced consultative conversations that strengthen member financial wellbeing, guide new member onboarding, and support lending and business account services. They demonstrate expert knowledge of policies, procedures, and digital tools to ensure accurate, compliant, and seamless member experiences. As trusted branch professionals, Sr MSRs exemplify Desert Financial's commitment to service excellence by exercising sound judgment, resolving escalated member issues, and maintaining a high standard of professionalism and accuracy. Sr MSR's provide backup coverage and operational support in the absence of a leader while modeling service excellence, exercising sound judgment, and reinforcing a strong team mindset that supports collaboration and branch performance.

What you will do here:

• Member Engagement & Consultative Engagement:
• Deliver expert-level member service and relationship-building experiences by conducting comprehensive financial conversations, assisting with account setup, and identifying opportunities to strengthen member financial wellbeing.
• Provide advanced onboarding and consultative financial support using a consultative sales approach, leveraging data, referrals, and outbound calling to recommend relevant products and services that drive member engagement and meet member financial wellbeing needs.
• Promote member engagement and self-service tool adoption by educating members on digital tools such as online banking and mobile apps; provide proactive outreach and follow-up to enhance member convenience and satisfaction.
• Advanced Member Services:
• Provide accurate, compliant, and advanced service by executing a wide range of complex member transactions and account servicing with precision and care.
• Handles more advanced, sensitive and high-impact transactions and requests such as wires, debit card issues, savings bonds, and specialty accounts (POA, FBO, Trust/Estate, and Deceased accounts) while upholding operational standards and compliance.
• Escalations:
• Serve as a senior escalation resource by resolving escalated, high-risk and complex member issues by demonstrating sound judgment, ownership, and professionalism.
• Serve as a primary point of resolution within scope, ensuring timely follow-up, documentation, and member satisfaction.
• Operational Excellence & Support:
• Provide operational and escalation backup and continuity by supporting branch leadership in the absence of a leader. Includes, but not limited to, opening and closing the branch, performing transactional overrides within scope, de-escalating member complaints, assisting with vault responsibilities as assigned, and maintaining engagement of the team in the absence of a leader.
• Model service excellence, exercise sound judgment, and reinforce a strong team mindset to maintain effective branch operations.
• Maintain advanced proficiency in core branch responsibilities while supporting the team by providing guidance and support on complex member situations, knowledge sharing and reinforcement of best practices.
• Business Services:
• Support business and lending relationships through accurate account opening, maintenance, and loan application assistance.
• Partner with internal specialists to ensure seamless servicing and promote long-term relationship growth.
• Other duties as assigned.

What you will need:

• High School Diploma or GED required.
• 1+ years of experience in Sales and Service required.
• 1+ years of cash handling experience required.
• 1+ years of previous financial institution experience required.
• Demonstrates expert-level attention to detail and accuracy. Demonstrates precision in executing complex transactions and account servicing; maintains accuracy across multiple systems and ensures all documentation meets compliance and audit standards required.
• Maintains composure and professionalism in high-stakes or emotionally sensitive situations; de-escalates complex member concerns and builds trust through empathy, clarity, and confidence required.
• Exercises expert judgment when resolving escalated issues, addressing fraud or risk concerns, and interpreting policy. Takes full accountability for outcomes by applying policy knowledge, researching root causes, and ensuring timely, accurate resolution that protects both members and the credit union required.
• Leads consultative conversations by using advanced active listening and investigative questioning to uncover member needs and provide appropriate guidance to support onboarding, lending, and business relationships required.
• Change agile with ability to effectively adapt to changing priorities, procedures, and digital tools; remains flexible and solutions-oriented in a fast-paced, dynamic environment required.
• Supports team success through communication, cooperation, and shared accountability; sharing expertise, and reinforcing best practices that contribute to a collaborative, high-performing team environment without formal supervisory authority required.
• Demonstrates a strong growth mindset, personal drive and advanced digital fluency by proactively seeking feedback and professional development opportunities; applies learnings to enhance performance and effectiveness required.
• Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS) required.
• Notary – State Certification Registered and serve as a Notary Public required.
• We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.