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 dedicated to simplifying financial security and removing uncertainty for America’s middle class. Through our CSI360™ approach, a comprehensive, one-stop model spanning tax, financial advisory, and estate planning services, we deliver the kind of integrated guidance that has historically been available only to the wealthy. Powered by AI as a force multiplier, and grounded in the human touch that our members depend on, CSI Group is redefining what accessible, high-quality financial services looks like in communities across America.

Our CAPTAG values, Caring, Accountability, Positive Attitude, Team Player, Adaptability, and Growth Mindset, guide everything we do.

Vision: To be the most trusted financial partner on every main street in America.

Mission: To simplify financial security and remove uncertainty for America’s middle class.

Role Overview

The Member Services Representative (MSR) plays a vital role in bringing CSI’s vision and mission to life. As the first point of contact for members, the MSR is the human face of the CSI360™ experience, ensuring every interaction reflects our CAPTAG values while supporting the Lead Advisor and branch team. The MSR delivers day-to-day service with professionalism, accuracy, and care across both inbound and outbound member touchpoints, building relationships that inspire confidence and long-term trust.

Key Responsibilities

Member Service & Support

• Serve as the first line of support for members, handling inbound inquiries in person, over the phone, and via digital channels with professionalism and care.
• Assist members with account updates, scheduling appointments, and navigating CSI’s range of services.
• Support tax preparation and advisory workflows by gathering documentation, ensuring accuracy, and tracking cases to completion.
• Provide clear, timely, and professional communication to ensure members feel cared for and supported at every stage of their journey.

Outbound & Inbound Campaign Execution

• Execute outbound campaigns directed by the Lead Advisor, including appointment reminders, follow-up outreach, seasonal service campaigns, and member reactivation efforts.
• Conduct inbound campaign support by responding to member inquiries generated through marketing, referral, and promotional activity, ensuring timely and consistent follow-through.
• Maintain accurate outreach logs, track campaign responses, and provide the Lead Advisor with regular updates on member engagement and pipeline activity.
• Coordinate scheduling and member communications tied to branch events, tax season pushes, and service-specific campaigns to maximize member participation and conversion.
• Support digital and phone-based outreach initiatives that keep members informed, engaged, and connected to relevant CSI solutions throughout the year.

Operational Excellence

• Execute day-to-day branch processes including check-ins, document management, and data entry in CSI systems.
• Maintain accurate member records and ensure compliance with internal SOPs and industry regulations.
• Support branch initiatives, events, and campaigns that enhance member engagement and satisfaction.
• Escalate complex or sensitive issues to the Lead Advisor while ensuring a smooth handoff for resolution.

Collaboration & Teamwork

• Partner with the Lead Advisor and branch colleagues to deliver seamless member experiences across all inbound and outbound touchpoints.
• Assist in introducing members to the full breadth of CSI360™ solutions, including tax, financial advisory, CSI Law, Restore offerings, and other services that support their financial well-being.
• Participate in team meetings, training sessions, and ongoing professional development to strengthen skills and service quality.

Member Experience

• Uphold CSI’s Vision, Mission, and CAPTAG values in every interaction with members and teammates.
• Proactively identify opportunities to connect members with additional CSI360™ solutions that address their evolving financial needs.
• Contribute to achieving branch service goals by consistently delivering personalized, high-quality experiences.

Qualifications & Skills

• Associate’s degree in Business, Finance, or a related field strongly preferred; Bachelor’s degree preferred.
• 1 or more years of experience in customer service, financial services, or administrative support.
• Comfortable conducting outbound member outreach and managing inbound inquiries with professionalism and a service-first approach.
• Strong communication and interpersonal skills with a member-first mindset.
• Detail-oriented with excellent organizational and problem-solving skills.
• Ability to manage multiple tasks in a fast-paced environment with accuracy and professionalism.
• Comfort with technology, including CRM systems, document management tools, and Microsoft Office Suite.

Success in This Role Looks Like

• Members consistently receive timely, accurate, and caring support across all inbound and outbound interactions.
• Outbound campaigns are executed on schedule with strong member response rates and accurate follow-up tracking.
• Service tasks and branch processes are completed efficiently and in compliance with CSI standards.
• The MSR builds trust and rapport with members, strengthening long-term relationships.
• The Lead Advisor and advisory services team are supported effectively, enabling branch success and member satisfaction.

Living Our CAPTAG Values

• C - Caring: Prioritizes member needs and delivers with empathy.
• A - Accountability: Takes ownership for accuracy and follow-through.
• P - Positive Attitude: Approaches challenges with optimism and energy.
• T - Team Player: Collaborates and communicates openly with colleagues.
• A - Adaptability: Adjusts to evolving member and business needs with flexibility.
• G - Growth Mindset: Seeks feedback, embraces learning, and strives for continuous improvement.