Senior Client Service Rep

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

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.

We strive to create an environment where people feel seen, supported, and empowered to grow and thrive together. 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.

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.

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. At TAPCO, our Member Service Representatives (MSRs) and Senior Member Service Representatives (Sr. 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.

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.
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.
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.
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
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.
1-3 years’ experience working in a financial institution
1 year of cash handling experience
1 year of customer service experience

Ability to navigate systems, policies, and procedures with accuracy
Demonstrated initiative in supporting members and team success
New account and lending experience

SMSR - Starting rate of $22.05 - $26.66 per hour ( depending on experience )

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)
• 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 )

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. TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. 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.