Member Services Representative I

First Financial Federal Credit Union

Job Title: Member Services Representative (MSR) I, II, III

Department: Member Experience – Contact Center

Reports To: Member Services Contact Center Supervisor

Salary Grade(s): 6, 7,8

EEO-1 Job Class: 5 - Administrative Support Workers

FLSA Status: Non-exempt

☒ Full-time

☐ Part-time

☐ Temporary

Location: Admin Center

☒ Telework Work Possible (if checked)

Important: See Telework Policy for Additional Criteria

Function:

Responsible for providing an exceptional member-centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. Offer members a comprehensive, all-in-one experience to meet their financial needs, covering education, services, and sales. This includes account opening, maintenance, and transaction processing, with an emphasis on consultative conversations to strengthen relationships and establish trust as a financial expert. Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial goals.

Position Requirements:

GENERAL:

• Maintain a professional and friendly demeanor, able to quickly build rapport with members across various communication channels, while ensuring confidentiality is always upheld.
• Highly detail-oriented and service-driven, with strong listening, written, and verbal communication skills.
• Proficiency in reading, writing, and speaking Spanish is a plus.
• Capable of working both independently and as part of a team.
• Proficient in navigating both new and existing credit union systems, essential for the daily responsibilities of the role.
• Promotions are based on demonstrated performance, manager recommendations, and/or completion of required training.

EXPERIENCE:

• One (1) or more years of customer service or sales experience, with Contact Center experience a plus.
• Industry experience may qualify candidates for hiring at an advanced level.

EDUCATION:

• High School Diploma or GED equivalent required.
• Ability to obtain and maintain job-related certification if no job-related advanced degree.
• Meet or exceed continuing professional education (CPE) requirements.

PHYSICAL:

• Talking: Regularly
• Hearing: Regularly
• Vision/Seeing: Regularly
• Typing/Keyboarding: Regularly
• Driving: Occasionally
• Lifting: Medium - Up to 50lbs

Duties:

Member Experience

• Deliver a personalized and seamless experience for members, addressing all their financial needs across multiple channels.
• Use training and available resources to understand our services and products, effectively communicating features and benefits to members.
• Demonstrates initiative by seeking opportunities to grow in responsibility, building knowledge and expertise to assist with more complex member requests.
• Engage in consultative conversations with members, asking open-ended questions to uncover needs and life events, and educate them on products and services. Provide appropriate recommendations to strengthen relationships and position yourself as a trusted advisor.

Member Services

• Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, making necessary account changes to protect their information, and escalating cases when needed.
• Open accounts, perform member maintenance requests, process transactions accurately, and support operational tasks as required.
• Utilize the CRM (Customer Relationship Management) system and other tools to foster relationship-building conversations, ensuring a consistent approach to onboarding new members and expanding existing relationships.
• Identify consumer lending opportunities and collaborate with the centralized lending team to ensure a seamless and successful member experience.

Operational Responsibilities

• Mitigate risk by adhering to relevant regulations, policies, and procedures, exercising sound judgment within established guidelines, and maintaining confidentiality.
• Utilize practical knowledge of digital solutions and technology to assist members and effectively address their concerns.

Support Functions

• Support daily operations of the contact center and meet member service and product needs as required by the digital channel (voice, text, chat, video, etc.)
• Provide regular support to other credit union departments as needed.

Performs other related duties of similar scope and complexity as needed.

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.

Date Updated: May 2025